Installation Fulfillment Manager

Open 21d

Operational Leadership

Oversee daily installation fulfillment operations across the assigned area, ensuring on-time completion of residential and commercial service installations.
Manage workflow from order release through installation completion, troubleshooting delays or escalations as needed.
Ensure compliance with installation standards, quality requirements, and regulatory guidelines.

Team & Vendor Management

Lead, coach, and develop field supervisors and installation teams, fostering a culture of accountability, safety, and customer focus.
Manage relationships with third-party contractors and vendors, ensuring adherence to SLAs, productivity goals, and quality standards.
Conduct performance reviews and implement corrective actions or improvement plans when required.

Customer Experience & Quality

Drive superior customer experience by minimizing missed appointments, repeat visits, and installation errors.
Partner with customer care and sales teams to resolve escalations and improve first-time-right installation performance.
Monitor and improve Net Promoter Score (NPS) and customer satisfaction metrics related to installations.

Performance Management & Reporting

Track and analyze key performance indicators (KPIs) including installation cycle time, productivity, quality, rework rates, and cost per install.
Prepare regular operational reports and present insights, risks, and improvement plans to senior leadership.
Use data and root-cause analysis to identify trends and implement continuous improvement initiatives.

Safety, Compliance & Risk Management

Ensure all field operations comply with company safety programs, OSHA requirements, and local regulations.
Promote a strong safety culture and address safety incidents promptly and effectively.
Conduct audits and inspections to maintain compliance and reduce operational risk.

Cross-Functional Collaboration

Partner with Network Engineering, Construction, Supply Chain, and Planning teams to support capacity planning and market growth.
Collaborate with Sales and Marketing during new product launches, market expansions, or promotional campaigns to ensure installation readiness.
Support disaster recovery and service restoration efforts as required.

SKILLS AND ABILITIES

Ability to lead field teams
Critical thinking skills
Conflict resolution skills
Good analytical skills with the ability to plan, predict, investigate, and find solutions
Strong work ethic, leads by example, and does what it takes to get the job done
Excellent at relationship building
Ability to communicate with clarity at the frequencies required by management and customers
Ability to travel to multiple sites as required
Work independently with minimal supervision
Read and understand construction maps, drawings, and diagrams

MINIMUM REQUIREMENTS

5+ years of experience in telecommunications field operations, installation, or service fulfillment.
2+ years of people leadership or contractor/vendor management experience.
Strong knowledge of cable, broadband, or fiber installation processes.
Proven ability to manage KPIs, SLAs, and operational budgets.
Valid driver’s license and excellent driving record
Must be able to pass a pre-employment drug test and background check
High School Diploma or GED

PREFERRED REQUIREMENTS

Bi-lingual (Spanish/English)
Bachelor’s degree in Business, Engineering, Operations Management, or a related field, or equivalent experience
Experience overseeing multi-site or regional operations.
Familiarity with workforce management tools, dispatch systems, and CRM platforms.
Lean, Six Sigma, or other continuous improvement certification.
Experience working in union and non-union environments.

See also