Operations Manager

CUI Cable Services | Nashville, TN

Position Overview

CUI Cable Services is seeking an experienced and results-driven Operations Manager to oversee our operations in Nashville, TN.

This position plays a critical role in leading day-to-day field operations, developing high-performing installation teams, and ensuring residential fiber installations are completed safely, efficiently, and to the highest standards of quality and customer satisfaction.

The ideal candidate is a hands-on leader with a strong background in telecommunications, fiber-to-the-home (FTTH) installations, and field service operations. This individual will be responsible for managing field supervisors and installation technicians, driving operational performance, maintaining workforce accountability, and ensuring our operations consistently meet or exceed Google Fiber's performance expectations.

We are looking for someone who understands the demands of a fast-paced telecommunications environment and can balance technician development, customer experience, productivity, and profitability.

Key Responsibilities

Field Operations & Performance Management

• Oversee daily residential fiber installation operations throughout the Nashville market, ensuring work is completed safely, efficiently, and according to established standards.

• Manage and support field supervisors and residential installation technicians to achieve operational goals and performance expectations.

• Monitor key performance indicators (KPIs), including installation completion rates, technician productivity, quality assurance, repeat service visits, customer satisfaction, and on-time performance.

• Identify operational challenges, implement corrective action plans, and continuously improve field performance.

• Coordinate daily workforce allocation, technician scheduling, and installation capacity to meet customer demand and service commitments.

• Ensure all installations comply with Google Fiber specifications, company procedures, and applicable industry standards.

• Analyze operational reports and performance trends to identify opportunities for improved efficiency and service delivery.

Leadership & Technician Development

• Provide direct leadership, coaching, and accountability to field supervisors and residential installation technicians.

• Oversee new technician onboarding, field training, and readiness to ensure employees are prepared to perform installations independently.

• Establish clear performance expectations and conduct regular evaluations, coaching sessions, and corrective action discussions.

• Develop a culture of accountability, teamwork, continuous improvement, and professional development.

Installation Quality & Customer Experience

• Ensure residential fiber installations meet established technical specifications, quality requirements, and customer service standards.

• Monitor installation quality through field inspections, quality audits, and performance reviews.

• Reduce repeat service visits, installation defects, and customer escalations through proactive coaching and process improvements.

• Work closely with field supervisors to resolve complex installation challenges and customer service concerns.

• Reinforce professional customer interactions, proper installation practices, and respect for customer property.

Safety, Compliance & Operational Standards

• Promote and enforce a safety-first culture across all field operations.

• Ensure technicians follow company safety policies, OSHA requirements, ladder safety procedures, and applicable telecommunications installation standards.

• Maintain accountability for company-issued vehicles, tools, equipment, and other operational assets.

• Ensure technicians maintain required credentials, training, and qualifications.

• Investigate safety incidents, equipment damage, and operational concerns while implementing appropriate corrective measures.

Required Qualifications

• Minimum of 5 years of experience in telecommunications, broadband, fiber installation, or related field service operations.

• At least 3 years of leadership experience managing field technicians, supervisors, or operational teams.

• Strong understanding of residential fiber-to-the-home (FTTH) installations, including installation procedures, troubleshooting, and service quality standards.

• Demonstrated ability to manage operational performance through measurable KPIs and performance reporting.

• Experience managing technician productivity, installation quality, workforce scheduling, and customer satisfaction.

• Strong leadership, communication, problem-solving, and conflict-resolution skills.

• Ability to manage multiple operational priorities in a fast-paced, performance-driven environment.

Preferred Qualifications

• Previous operational leadership experience supporting Google Fiber or another major telecommunications provider.

• Experience managing residential fiber installation teams in a high-volume production environment.

• Familiarity with fiber optic installation practices, optical network terminals (ONTs), customer premises equipment, and fiber troubleshooting.

• Demonstrated success improving operational efficiency, reducing repeat service visits, and increasing technician productivity.

What Success Looks Like

The successful Operations Manager will demonstrate the ability to:

• Build and retain strong teams: Develop a reliable, engaged workforce of residential installation technicians and field supervisors.

• Drive operational excellence: Consistently achieve installation productivity, quality, and service performance targets.

• Deliver exceptional customer experiences: Minimize customer escalations, repeat visits, and installation-related complaints.

• Lead through accountability: Establish clear expectations, provide meaningful coaching, and address performance concerns.

• Strengthen client relationships: Maintain consistent communication and deliver reliable results that support Google Fiber's operational objectives.

• Improve business performance: Optimize labor utilization, manage operational costs, and identify opportunities for sustainable growth.

Work Environment & Expectations

This position requires a combination of office-based management and active field leadership. The Operations Manager must be comfortable visiting installation sites, conducting field observations, supporting technicians, and responding to operational challenges as they arise.

Flexibility to work outside standard business hours may be necessary to support installation schedules, customer needs, and operational priorities.

Why Join CUI Cable Services?

At CUI Cable Services, our success starts with the people who keep our communities connected.

We provide essential telecommunications services and believe strong leadership, quality workmanship, and exceptional customer experiences are the foundation of a successful operation.

As an Operations Manager supporting our Google Fiber operations in Nashville, you will have the opportunity to lead a growing field organization, develop talented technicians, improve operational performance, and make a measurable impact on the business.

If you are a telecommunications leader who thrives on building teams, driving results, and delivering operational excellence, we encourage you to apply.

CUI Cable Services is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to qualified applicants in accordance with applicable laws.