Head of Operations Management (m/w/d)

Purpose
Job Description The Operations Manager is responsible for managing day-to-day drop bury operations and deployment activity in assigned markets. This role oversees both internal teams and contractors to ensure timely, high-quality project execution. The Operations Manager serves as the primary point of contact for field resource coordination and client communication, ensuring performance metrics and service standards are consistently met.

Responsibilities
Supervise local drop bury operations
Manage and coordinate field employees and contractor resources to meet scheduling, quality, and safety goals.
Act as the primary liaison with clients, managing updates, escalations, and project changes.
Track and report on project progress, performance metrics, and service-level compliance.
Select and oversee contractors and vendors, ensuring cost control and service quality.
Monitor compliance with client specifications, safety protocols, and internal policies.
Develop deployment schedules and field strategies to streamline delivery.
Train, mentor, and coach field teams to support workforce development and retention.

Key Measures / Key Performance Indicators
On-time project delivery rate (≥95%)
Performance quality audit scores (≥90%)
Client satisfaction rating (≥90%)
Resolution time for field issues (≤48 hours)
Field team productivity and output benchmarks
Timely submission of documentation and project updates (100%)

Requirements
Education:
Bachelor’s degree, coursework or certifications in operations, logistics, or project management preferred.

Experience
5+ years in field operations, fulfillment, or project execution roles.
3+ years in a supervisory or leadership position within telecom or service-based industries.

Exposure
Field commercial and in-home installation workflows
Vendor and contractor coordination experience
Exposure to fulfillment metrics and workforce planning
Comfort with client-facing communication and field performance tracking
Factors critical to success at ITG Communications for this position:
Ability to lead multi-site field teams with a strong sense of urgency and ownership
Skilled in balancing client expectations with resource constraints and operational demands
Consistent follow-through on schedules, compliance, and field execution standards

Physical Requirements
Ability to stand, walk, sit, and operate in field or office settings
Must be able to climb, stoop, kneel, crouch, and lift up to 75 lbs
Regular use of hands and arms; safe operation of a covered vehicle
Must adhere to all company safety protocols and physical capability requirements

Additional Comments
ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories. It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

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