Remote FTTH Service Delivery Lead: Field Ops & Optimization

Ubiquity; Georgetown (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical and Dental Plan

Vision Plan

PTO

401(k) with company match

Collegial environment

Growing company

Job summary

Ubiquity seeks a Service Delivery Operations Support Lead to bridge residential sales strategy and field execution for FTTH installations. You will design, track, and optimize drop and install projects, ensure seamless order-to-install transitions, and drive customer satisfaction across field technicians and contractors.

You will manage scheduling, workforce management, vendor coordination, and reporting to hit KPIs such as installation success rates and on-time starts, while collaborating with

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3–5 years in OSP engineering, telecommunications field operations, project coordination, and quality control.
• Proficiency with splicing information, inside plant and outside plant details, workforce management platforms, and advanced Excel.
• 3 years of FTTH (Fiber to the Home) – ISP field operations or fiber deployment roles.

Responsibilities

• Manage daily scheduling boards and routing to efficient aerial and underground drop installations.
• Coordinate capacity, material orders, and inventory tracking to meet market SLAs.
• Monitor contractor and technician productivity, manage escalations, and track completion metrics.
• Update tracking systems (e.g., Smartsheet, COS) with job statuses and notes.
• Design workflow optimizations to cut cancellations and missed appointments.
• Create daily, weekly and monthly reports on installs with KPI insights.
• Meet Service Delivery KPIs: daily install >70%, monthly >85%, appointment adherence 95%+.

Skills

Verbal and written communication

Critical thinking

Excel proficiency

Education

Bachelor's degree or equivalent professional experience

Tools

Smartsheet

COS dispatch tools

Vetro database

Splice Matrix

PPC Completions

Job description

Ubiquity seeks a Service Delivery Operations Support Lead to bridge residential sales strategy and field execution for FTTH installations. You will design, track, and optimize drop and install projects, ensure seamless order-to-install transitions, and drive customer satisfaction across field technicians and contractors.

You will manage scheduling, workforce management, vendor coordination, and reporting to hit KPIs such as installation success rates and on-time starts, while collaborating with