Sr. Manager, Operational Support

Main Responsibilities

The SR Manager - Capacity Planning & Dispatch leads Dispatch, Capacity Planning, and Forecasting strategy and execution. This role drives workforce planning, service delivery performance, operational readiness, partner alignment, and transformation initiatives that improve customer outcomes and supports business growth.

What We Look for in a Candidate

Forged Fiber’s culture is built on honesty, respect, trust, transparency, and a growth mindset. We strive to treat people as they want to be treated, and to operate with consistency, integrity, customer obsession, and courage. We’re looking for top-tier talent to join Forged Fiber that can help us bring this mindset to our everyday work and deliver meaningful results.

Main Requirements

• Leadership & Team Development
• Lead supervisors, forecasters, dispatch leaders, and support staff with clear expectations, accountability, coaching, and development.
• Build a collaborative, high-performing culture focused on continuous improvement, operational excellence, and customer outcomes.

Capacity Planning & Forecasting

• Evaluate demand, technician capacity, utilization, and resource risks; recommend hiring, contractor, overtime, relocation, and schedule strategies.
• Ensure readiness for launches, expansions, and growth while maintaining forecast accuracy.

Dispatch Operations

• Oversee daily dispatch execution, workload distribution, escalations, service recovery, and technician assignment.
• Monitor queues, appointments, case workflows, schedule adherence, and same-day completion performance.
• Partner with field leadership to resolve service-impacting issues and maintain consistent dispatch standards.

Operational Performance

• Manage KPIs including forecast accuracy, utilization, same-day completion, service levels, backlog, unscheduled work, technician productivity, and non-complete reduction.
• Monitor trends, lead root cause analysis, and drive corrective action through accurate reporting and actionable insights.

Partner & Cross-Functional Leadership

• Lead relationships with Field Operations, Customer Success, Workforce Management, Technology, vendors, and executive leadership.
• Facilitate planning, governance, performance reviews, escalations, and readiness activities.
• Influence cross-functional decisions that improve service delivery, customer outcomes, and resource utilization.

Transformation & Change Leadership

• Lead process, system, reporting, automation, and operating model improvements that increase scalability, efficiency, and customer experience.
• Establish success metrics, governance, and accountability to sustain transformation outcomes.

Executive Reporting

• Develop business reviews, operational summaries, strategic recommendations, and mitigation plans.
• Translate data into clear insights that support decisions across workforce planning, field operations, customer experience, and service delivery.

Pay

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Forged Fiber offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

What To Expect Next

Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. Forged Fiber 37 Services, LLC participates in E-Employees can only use E-Verify once you have accepted a job offer and completed the Form I-9. Equal Employment Opportunities It is the policy of Forged Fiber to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. In addition, Forged Fiber will provide reasonable accommodation for qualified individuals with disabilities and is a fair change employer and does not initiate a background check until after an offer is made.