Senior Operations Manager

This position is part of Verizon’s planned transition of non-union Frontier employees into Verizon compensation and benefits programs.

About the role

This position may serve as an individual contributor or supervise a workforce that installs, maintains, and/or supports OSP network facilities, high-bandwidth services, and broadband services. Key duties include meeting service activation and repair commitment dates, maintaining revenue and expense objectives, and promoting new and existing company products.

Responsibilities

• Manage expense targets with a solid understanding of the business and department.
• Articulate business and departmental KPIs to workgroups, setting clear goals and objectives.
• Hold teams accountable for results through coaching, performance management, and fostering a performance-driven culture.
• Promote new and existing products as required.
• Work with Engineering and Operations Center to monitor workload, schedule manpower, and allocate resources to meet customer needs and company objectives.
• Determine and fulfill team needs for employee development and training.
• Improve coordination and service quality by communicating with other departments (e.g., Engineering, Operations Center).
• Conduct quality control inspections, including tool, building, vehicle, and quality assurance inspections.
• Support revenue budget goals and provide input for the Capital Budget as required.
• Represent the company positively through active community engagement.
• Analyze operational reporting and use statistical process control tools to identify performance opportunities and implement corrective action plans.
• Handle business-related functions such as employee timesheet approval, email administration, internal/external communications, procurement management, Varasset administration, and overtime equalization.
• Provide consistent feedback and direction to local management, vendors, and field technical staff to ensure employee development, engagement, and business knowledge.
• Conduct regular employee performance appraisals and reviews.
• Leverage employee communication vehicles (e.g., weekly/monthly/quarterly meetings, one-on-ones) to gather feedback, adjust action plans, and hold employees accountable for business results.
• Utilize employee recognition programs to reward contributions and boost morale.
• Partner with Human Resources to ensure fair and consistent application of HR practices, policies, and labor agreements.
• Advocate for employees by listening and responding to feedback, issues, and concerns in a timely manner (24-hour response time when possible).
• Maintain a safe work environment through regular safety meetings, training, and reinforcement of state/federal safety requirements.
• Engage in marketing initiatives to promote company products and services (e.g., TTL and marketing events).
• Support customer-facing employees by removing barriers, soliciting process improvement suggestions, and streamlining workflows.
• Respond to issues identified in Customer Surveys, develop action plans, and ensure follow-up on customer issue resolution.

Requirements

• Minimum 5 years of direct related telephone/access installation and repair experience.
• 2-3 years of Outside Plant Construction installation and repair experience.
• Basic knowledge of Copper and/or FTTH data networking.
• Advanced knowledge of plant service center, central office, and outside plant functions.
• Strong leadership and interpersonal skills, with the ability to work well under pressure and meet deadlines.
• Basic understanding of electronics, electrical circuitry, network installation, maintenance, and testing.
• Ability to interact with internal and external customers and assist with problem resolution.
• Strong oral and written communication skills.
• Basic PC skills: Excel, Word, PowerPoint, and Outlook.
• Pride and ownership in work, with a willingness to learn.
• Proven ability to lead multiple business initiatives to completion.

Qualifications

• High school diploma or equivalent (required).
• BA/BS in Telecommunications, Operations Management, or Business Administration (preferred) or directly related experience.
• Valid state driver’s license (required).
• Successful completion or certification in related technical fields or vendor equipment (desired).

Work Environment

• Must be available 24/7 to support off-shift emergency situations as needed.
• Must be able to work in inclement weather.

Benefits

• Salary range: $110,000 to $155,000.
• 20 PTO (Paid Time Off) days + 10 paid holidays per year.
• Day-one medical, dental, vision, and prescription drug plan.
• 401k match of 50% on 6% of eligible compensation.
• Tuition Assistance Program.
• Personal & Work Life Balance Resources & Wellness Support.
• Employee Resource Groups.
• 10 weeks of paid parental leave and a phased return-to-work program for new parents.
• Up to $10,000 in adoption program assistance.
• 3 weeks of paid caregiver leave.