National Operations Support Lead

Google Inc.; Northern (KY); On-site; USD 160,000 - 235,000; Full time

Job summary

GFiber is seeking a National Operations Support Lead to drive operational excellence across our nationwide FTTH network. You will build and lead a centralized team owning end-to-end metric lifecycle—from creation to performance tracking and strategic improvement—to align with market execution coast to coast.

The role requires deep telecom operations expertise, data-driven decision making, and a track record of cost reduction through process optimization.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 7 years of progressive leadership experience in telecommunications operations, specifically within FTTH, broadband, or cable industries.
• 7 years of experience in Program Management directly leading projects.
• Experience with FTTH / GPON networks, deployments, and associated operational functions.
• 5 years of experience in leading teams and in direct vendor management.

Responsibilities

• Serve as the primary national support mechanism for regional operations teams across OSP Construction, OSP R&M, Drops, and In-Home Installation & Repair.
• Partner with regional leaders to analyze local performance data, identifying root causes for underperformance and deploying targeted support to resolve them.
• Ensure alignment between national support and local market execution, driving consistency in how to operate from coast to coast.
• Own the continuous improvement of metric reporting, transitioning raw data into actionable insights for regional leadership and market teams to put into practice.
• Establish national performance baselines and target benchmarks for construction methods and velocity, repair SLAs, drop completion rates, and in-home installation quality.
• Leverage performance data to partner with regional teams in holding third-party vendors and contractors accountable to SLAs and adherence to quality standards.
• Build, mentor, and lead a high-performing National Operations Support team composed of data analysts, process engineers, and operations specialists.
• Foster a culture of continuous improvement, analytical rigor, and collaborative partnership with field teams.

Skills

Leadership

Program Management

FTTH networks

Vendor management

Education

Bachelor’s degree

Job description

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong. GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

The application window will be open until at least August 23rd, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

Role Description

The National Operations Support Lead is a critical leadership role responsible for driving operational excellence, efficiency, and continuous improvement across our national Fiber-to-the-Home (FTTH) network. This leader will build and direct a centralized support team that owns the end-to-end lifecycle of operational metrics—from creation and development to performance tracking and strategic improvement.

Acting as the vital bridge between corporate strategy and field execution, this role will partner deeply with market and regional teams to optimize Outside Plant (OSP) Construction, OSP Repair & Maintenance, as well as Drops, and In-Home Installation and Repair. The ideal candidate is a data-driven strategist and telecom operations expert who will use data to drive vendor accountability, permanently lower operational costs, and streamline processes across all markets.

In this role, you’ll:

• Serve as the primary national support mechanism for regional operations teams across OSP Construction, OSP R&M, Drops, and In-Home Installation & Repair.
• Partner with regional leaders to analyze local performance data, identifying root causes for underperformance and deploying targeted support to resolve them.
• Ensure alignment between national support and local market execution, driving consistency in how to operate from coast to coast.
• Own the continuous improvement of metric reporting, transitioning raw data into actionable insights for regional leadership and market teams to put into practice.
• Establish national performance baselines and target benchmarks for construction methods and velocity, repair SLAs, drop completion rates, and in-home installation quality.
• Leverage performance data to partner with regional teams in holding third-party vendors and contractors accountable to SLAs and adherence to quality standards.
• Build, mentor, and lead a high-performing National Operations Support team composed of data analysts, process engineers, and operations specialists.
• Foster a culture of continuous improvement, analytical rigor, and collaborative partnership with field teams.

At a minimum we'd like you to have (5 of 5):

• Bachelor’s degree or equivalent practical experience.
• 7 years of progressive leadership experience in telecommunications operations, specifically within FTTH, broadband, or cable industries.
• 7 years of experience in Program Management directly leading projects.
• Experience with FTTH / GPON networks, deployments, and associated operational functions.
• 5 years of experience in leading teams and in direct vendor management.

It's preferred if you have (6 of 6):

• Bachelor’s degree in Business, Engineering, Data Analytics, or a related field (Master’s/MBA preferred) or equivalent practical experience.
• 10 years of progressive leadership experience in telecommunications operations, specifically within FTTH, broadband, or cable industries.
• Deep understanding of OSP Construction, OSP Maintenance, Drop burials/aerials, and In-Home Installation & Repair processes.
• Proven track record of building and managing complex operational metrics, KPIs, and data visualization tools
• Extensive experience managing large-scale outsourced vendor/contractor relationships, including contract optimization and performance score‑carding.

The US base salary range for this full-time position is between $160,000 - $235,000 + bonus + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.

Voluntary Self-Identification

This voluntary self-identification form contains questions that help us comply with our legal obligations, where applicable.

A few of these questions ask about potentially sensitive topics (e.g., your racial or ethnic origin, your health). For all questions, you can decline to answer. The responses you provide have no impact on hiring decisions and are kept for future applications. You can change the answers, and withdraw your consent, at any time.

Google is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 ("VEVRAA"), which requires Government contractors to take affirmative action to employ and advance in employment: (1) disabled veterans; (2) recently separated veterans; (3) active duty wartime or campaign badge veterans; and (4) Armed Forces service medal veterans. Read more about these protected veteran classifications.

If you believe you are a member of any of the categories of protected veterans listed above, please indicate by checking the appropriate box below. Your decision to provide the relevant information is purely voluntary on your part, and refusal to provide such information will not subject you to any adverse treatment. The information will not be used in a manner inconsistent with VEVRAA, as amended.

Voluntary self-identification of disability

OMB Control Number 1250-0005 Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.open_in_new

How do you know if you have a disability?

Alcohol or other substance use disorder (not currently using drugs illegally) Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)

Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Epilepsy or other seizure disorder Neurodivergence, for example, attention‑deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities

Blind or low vision Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Partial or complete paralysis (any cause)

Cancer (past or present) Intellectual or developmental disability Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema

Cardiovascular or heart disease Short stature (dwarfism) Celiac disease

Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Traumatic brain injury

Cerebral palsy Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Deaf or serious difficulty hearing

Diabetes

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Please indicate your gender* Male Female I don't wish to answer

Race* American-Indian / Alaskan Native Asian Black or African American Hispanic or Latino White (Not of Hispanic Origin) Native Hawaiian or Other Pacific Islander I don't wish to answer

I am not a protected veteran

I identify as one or more of the classifications of protected veteran status listed above

I don't wish to answer

Please select one of the disability options below.* Yes, I have a disability, or have had one in the past No, I do not have a disability and have not had one in the past I don't wish to answer