Broadband Operations Lead – Flexible Hours

AFL; Auburn (WA); On-site; USD 110,000 - 160,000; Full time

Job summary

AFL provides industry-leading fiber optic products, conductor accessories and fittings, and related services. The Site Lead, Broadband Operations oversees a local broadband installation and service delivery operation, driving safety, quality, and customer satisfaction while matching client expectations and company standards.

This role bridges field operations and regional leadership, managing field personnel, coordinating workloads, and ensuring on-time appointments within SLAs.

Qualifications

• 5+ years of broadband, telecommunications, fiber optic, cable, or field service operations experience.
• 2+ years of leadership experience supervising technicians, crews, or field operations teams.
• Strong understanding of FTTH, broadband installation, repair, and service operations.
• Experience managing field productivity, quality metrics, and service delivery performance.
• Demonstrated ability to lead teams in a fast-paced operational environment.
• Strong customer service and conflict resolution skills.
• Must be able to work flexible hours with possible weekends/holidays.
• Must pass pre-employment background check, motor vehicle report review, and drug test.

Responsibilities

• Lead all day-to-day field operations for broadband installation, repair, and service activities within an assigned market.
• Ensure customer appointments are completed on time and in accordance with SLAs.
• Monitor and drive key performance indicators including productivity, quality, first-time completion rates, repeat trouble calls, customer satisfaction, and safety performance.
• Coordinate workload distribution and workforce planning to support operational demands.
• Manage escalation issues involving customers, technicians, and clients.
• Ensure adequate staffing levels, equipment availability, and resource allocation.
• Directly supervise and develop Broadband Technician Leads and field technicians.
• Recruit, onboard, train, coach, and develop field personnel.
• Conduct regular field audits, quality inspections, and ride-alongs.
• Establish clear performance expectations and accountability measures.
• Identify high-potential employees and support succession planning efforts.
• Promote employee engagement, teamwork, and continuous improvement.
• Champion a safety-first culture and ensure OSHA compliance.
• Serve as the primary operational contact for customers and client representatives.
• Ensure exceptional customer experiences through consistent service delivery.
• Resolve escalated customer concerns and service issues.
• Support client meetings and operational reviews as needed.
• Oversee installation quality and workmanship standards.
• Review quality audit results and drive corrective action plans.
• Ensure consistency in installation methods, testing procedures, and documentation practices.
• Manage labor utilization and operational expenses.
• Monitor technician productivity and route efficiency.
• Support budgeting and forecasting activities.
• Review operational reporting and implement corrective actions to improve performance.

Skills

Broadband operations

Leadership

Customer service

Safety compliance

Problem solving

Time management

Microsoft Office

Tools

Microsoft Office

Job description

AFL provides industry-leading fiber optic products, conductor accessories and fittings, and related services. The Site Lead, Broadband Operations oversees a local broadband installation and service delivery operation, driving safety, quality, and customer satisfaction while matching client expectations and company standards.

This role bridges field operations and regional leadership, managing field personnel, coordinating workloads, and ensuring on-time appointments within SLAs.