CUI-OPERATIONS MANAGER

JHB-CUI; Nashville (TN); On-site; USD 80,000 - 110,000; Full time

Job summary

CUI Cable Services is hiring an Operations Manager to lead Nashville-based field operations for residential fiber installations. The role focuses on developing high-performing installation teams, driving safe and efficient field work, and delivering top-quality customer experiences.

The successful candidate will manage field supervisors and technicians, monitor KPIs, and ensure compliance with company standards and safety policies.

Qualifications

• Minimum 5 years in telecommunications, broadband, fiber installation or related field service operations.
• At least 3 years leading field technicians, supervisors or operational teams.
• Strong understanding of FTTH installations, procedures, troubleshooting and service quality.
• Experience driving operational performance via KPIs and performance reporting.
• Experience managing technician productivity, installation quality, scheduling, and customer satisfaction.
• Proven leadership, communications, problem-solving and conflict-resolution skills.
• Ability to manage multiple operational priorities in a fast-paced, performance-driven environment.

Responsibilities

• Oversee daily residential fiber installation operations in Nashville, ensuring safety, efficiency and standards.
• Support field supervisors and technicians to reach goals and performance targets.
• Monitor KPIs: installation completion, productivity, quality, repeat visits and customer satisfaction.
• Identify challenges and implement corrective actions to improve field performance.
• Coordinate workforce allocation, scheduling and capacity to meet demand.
• Ensure installations comply with Google Fiber specs, company procedures and safety rules.
• Provide leadership, coaching and accountability to field teams.

Skills

5+ years telecom field exp

People leadership

FTTH installations

KPI management

Field scheduling & productivity

Customer-focused leadership

Safety & compliance

Job description

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CUI-OPERATIONS MANAGER

Management Nashville, TN, US

3 days ago Requisition ID: 1307

Operations Manager

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.

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.

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