Workforce Enablement Manager

The Opportunity

The Workforce Enablement Manager is responsible for designing, implementing, and optimizing capacity planning strategies across field operations and network deployment functions for a broadband/ISP environment. This role ensures efficient resource utilization, reduced customer install cycle times, and alignment between demand, workforce capacity, and service delivery performance.

Key Responsibilities

• Build and lead a comprehensive Capacity Management program, including development of methodologies and tools.
• Define and implement capacity planning models to forecast demand versus available workforce and network delivery capacity.
• Identify, evaluate, and deploy tools and systems required for capacity planning, forecasting, and performance tracking.
• Manage and continuously improve key operational metrics, including days to Install (DTI) for new customers, post-drop completion timelines and average days to install after sign-up (order-to-install cycle time).
• Identify bottlenecks in the installation lifecycle and implement corrective actions to reduce delays and improve service delivery SLAs.
• Cook up and coordinate with field operations, construction, sales and the NOC to ensure smooth handoffs and efficient workflows.
• Monitor and optimize technician utilization across daily, weekly, and monthly intervals.
• Balance workload distribution to ensure efficient use of field resources while maintaining service quality.
• Develop Staffing, Scheduling models and Capacity thresholds to support seasonal demand fluctuations and growth.
• Develop and maintain cost-to-serve models for installation and service delivery operations.
• Identify opportunities to reduce operational costs while maintaining or improving customer experience.
• Drive initiatives focused on automation, process improvement, and resource optimization.
• Conduct root cause analysis to identify trends and recommend operational improvements.
• Deliver regular reporting and insights to senior leadership.
• Establish and manage a robust set of KPIs and performance dashboards.

Required Skills And Experience

• 5+ years of experience in capacity planning, operations management, or field service management within telecom/ISP or utilities industries.
• Proven experience managing installation operations, workforce planning, driving accountability, and service delivery metrics.
• Strong analytical skills with experience in data modeling, forecasting, and KPI development.
• Demonstrated strong ability to influence cross-functional and boundary partners without direct authority.
• Experience with workforce management tools, scheduling systems, or capacity planning platforms.
• Strong leadership and cross-functional collaboration.
• Strong ability to think strategically, problem-solve, and make data-driven decisions.
• Proven experience with process design and continuous improvement while being able to influence.

Preferred Experience

• Building capacity frameworks from the ground up.
• Familiarity with GIS systems, ticketing systems (e.g., ServiceNow), or field service platforms.
• Knowledge of fiber, cable, or broadband network deployment processes.
• Leverage Lean Six Sigma or process improvement certification.

Education

Bachelor's degree in business, Engineering, Telecommunications or related field required.

Summary

We believe in transparent and fair pay. The expected base pay range listed below for this position is based on a variety of factors including qualifications, experience, and geographic location. In addition to base pay, this position is eligible for annual bonus. We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, and retirement savings. Compensation decisions are made ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.