Director of Operations

About Fibernow

For over 20 years, Fibernow has delivered high-performance fiber internet, cloud-based TV, smart WiFi, and managed IT services to residential communities and businesses across Florida. Backed by DigitalBridge, a global alternative asset manager with over $108B invested in digital infrastructure, Fibernow combines deep fiber expertise with institutional scale to accelerate network expansion. As we enter our next phase of growth, Fibernow is rapidly expanding into new communities and territories while enhancing the customer experience across every touchpoint. Our focus is simple: deliver fast, reliable connectivity and build long-term partnerships with the communities and businesses we serve.

Why Join Fibernow

This is a pivotal moment to join our team. Fibernow is scaling with intention, investing in brand, technology, and talent, and infrastructure to support rapid expansion.

If you thrive in a fast-paced environment and are excited by the opportunity to help shape the future of a growing fiber provider, Fibernow offers a unique chance to grow alongside the business and make a meaningful impact.

Overview

The Director of Field Operations oversees the daily business activities, works to improve overall business functions across all divisions, trains management personnel, manages budgets, helps develop strategic plans, creates, and enforces policies as well as communicates business goals while driving company culture. The Director of Field Operations reports to the VP of Field Operations and is directly responsible for the South Florida Field Service Managers, Plant Maintenance activity, Quality Control initiatives, Customer Survey follow up, Rapid Response “Tiger Team”, Field Operations tracking and reporting and Bulk onboarding coordination and execution. The position oversees the productivity and efficiency of the entire assigned team and ensures that the company’s customer service and team performance expectations are met through strong leadership.

Responsibilities

• Oversee daily operations and provide guidance and leadership to management and their respective teams to uphold efficiency, productivity and company morale.
• Directly responsible for South Florida Field Service Managers, Plant Maintenance activity, Quality Control initiatives, Customer Survey Follow Up, Rapid Response “Tiger Team”, Field Operations tracking and reporting and all Bulk build planning, onboarding coordination and execution.
• Provides training for management and other staff as deemed necessary.
• Evaluates team member performance on a quarterly basis and provides strategies specific to each employee based on performance metrics.
• Executes company policies and implements standardized processes as directed.
• Oversee and facilitates the recruitment, selection, orienting, training, coaching and counseling of employees as required based on business growth and company needs.
• Understands, follows, and upholds all safety expectations ensuring all staff follow health and safety guidelines.
• Oversee multiple facilities and grounds and coordinates with the appropriate entity for maintenance.
• Collaborates cross-functionally with multiple departments to coordinate and execute on company driven goals and projects.
• Attends to internal and external customer issues and inquiries handling the matter with care and diligence upholding our company core values and customer service expectations.
• Analyzes daily operational costs including payroll, overtime, fuel usage, tolls and material consumption to determine opportunities for improvements as well as verifying there are no discrepancies or outstanding variances in budgeted values.
• Maintains quality of service by establishing and enforcing organizational standards.
• Develops strategic plans and objectives by evaluating available data and presents analysis and makes recommendations for business operational and financial advancement.
• Develops profit contribution by managing staff with efficiency and productivity as key drivers and by establishing and accomplishing specific business objectives designed to evolve the company’s overall profitability.
• Develops and prepares weekly, monthly and quarterly reports for upper management.
• Works with upper management to develop and maintain budgets and optimize expenditures.
• Designs strategies and sets goals for the department based on current and future projects as well as the ongoing business needs and growth.
• Provides solutions to issues such as profit decline, employee conflict and retention and loss of business opportunities to competitors.
• Evaluates employees, provides guidance and instruction, disciplinary actions as needed and manages staff needs based on business needs.
• Assists with the day-to-day preparation and execution of field operations, including resource allocation, contractor management, logistics, inventory management, Quota Management, ordering of materials including CPE, Quality Control, Customer escalation follow up with focus on “Root Cause”, and Region and technician/Team KPI performance.
• Assists with the development of annual budgets for field operations, capital expenditures, and resource planning.
• Partners with multiple other teams in sales, IT, engineering, and customer experience to ensure seamless execution and alignment with business objectives.
• Other duties as assigned.

Qualifications

• High School Diploma
• University/College degree in relevant field a plus
• Director or upper-level management experience required
• 3+ years of experience in the cable/satellite industry a plus
• Experience in budgeting and planning as well as strong negotiating skills.
• Strong knowledge of business processes and functions such as finance, HR, procurement, operations, etc.
• Proficient in all Microsoft suite applications including Outlook, Excel, Word, Power Point, Teams and others as needed.
• Strong Leadership, interpersonal skills and organizational faculties.
• Good judgment and decision-making abilities.
• Highly organized with a strong problem-solving aptitude and meticulous attention to detail.
• Excellent verbal and written communication skills.
• Proactive nature and a strong work ethic.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends as company needs require.
• A valid driver’s license with a satisfactory driving record that falls within company requirements. Must be able to travel to and from all company territories and facilities, including during inclement weather.
• Ability to physically stand, bend, squat and lift up to 50 pounds.