Director - Field Operations ( Midwest )

Lumos is looking for a full-time Director – Field Operations! If you are an experienced leader in telecommunications field services who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

The Director, Field Operations directs a geographically diverse team responsible for the lifecycle of telecommunications equipment, facilities and customer service.   This position provides vision and leadership to front line operations managers.   The position often provides input based on extensive experience in multiple disciplines from budgeting and contract negotiations to facility and network operations. Job responsibilities include directing the overall installation and implementation process, equipment training requirements, establishing and maintaining operational policies and procedures, serve as point of escalation for the department, equipment sparing and logistical support, safety, vendor and contractor management, project tracking and workflow management, participation with internal and external project reviews and supporting internal departments. The Director guides the professional development of managers within the department as well.

***Remote in Midwest Region: Successful candidates must reside within markets in either Ohio, Kentucky, or Illinois. Directly responsible for Field Operations within all three states.

Company Summary

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio and Kentucky.

We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things – the future. Because whatever the future holds, Lumos makes it faster.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We’re passionate about our customers’ experience. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.

Essential Functions

• Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks in support of SLAs.
• Ensure customer service within each state and market is conducted in an exemplary manner by seeing that maintenance and installation of telecommunications equipment is in accordance with Company standards and objectives.
• Quantify and qualify KPIs for reporting to drive greater performance and improved efficiencies within assigned team and organization, which includes scheduled analytic assessments and presentations.
• Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activities, strategic goals, process improvements, and systems enhancements.
• Manage business partners efficiently and effectively to achieve superior customer experiences and meet or exceed all KPIs and SLAs.
• Lead contractor and vendor negotiations.
• Develops employee skills and expertise; maintains a highly motivated, well-trained, innovative, and empowered workforce
• Set and communicate departmental goals that advance overall Company objectives.
• Manage department resources and projects effectively.
• Work closely with HR to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment.
• Provide feedback and appraise employee performance using Company performance appraisal tools and programs.
• Manage customer and organizational escalations.
• Develop, define, maintain and apply the policies, procedures and standards within Network Operations

Knowledge, Skills, and Abilities Required

• Exceptional verbal and written communication skills.
• Proven ability to plan and manage operational processes for maximum efficiency and productivity.
• Solid computer skills and the ability to work with multiple kinds of software.
• Superior knowledge of multiple operational functions and principles, including finance, customer service with a focus on NPS scores, FTTH distributed split and centralized split architectures, and central office critical infrastructure.

Other Experience & Requirements

• 7+ years’ telecommunications field service experience.   

• High school diploma or equivalent required; Bachelor’s degree preferred.
• Proactive, independent, and ability to take initiative to keep on-task and on-target.
• Fiber industry experience preferred.

Benefits & Perks

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off and 12 Paid Holidays / Personal Days.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.