At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We're not just growing to build better internet experiences, we're also building a welcoming place where people who want to make a difference can grow their careers.
GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.
This role is anticipated to close on 02/02/2024.
Area Description
"My internet is too fast!" ...said no one, ever. Google Fiber's mission is to deliver abundant internet on networks that are always fast and always open with products that are easy to understand and clearly priced. We believe that customers deserve a better internet experience and everything we do is focused on providing just that. On our team, you'll work in a fast-paced environment that's challenging the status quo in the Internet industry.
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Role Description
The Field Service Experience Strategic Lead is responsible for defining the end-to-end service platform and customer experience for field operations. This position is responsible for developing the strategic vision and implementation of a next-gen field service model, partnering with the NOC, field service, local markets, learning & development, and technical teams. This role will drive improvements in our systems & tools architecture, dispatch operations and quota management, and field business processes to evolve our field service model. The role will work with our field and vendor teams to monitor workforce productivity and performance to drive customer satisfaction, in-home quality of service, and operational efficiencies.
Responsibilities
- Define a differentiated field service experience and implement change management programs to improve customer experience and in-home quality of service.
- Establish an execution plan for dispatch operations, centralized quota management, and service level agreements to drive workforce productivity and performance.
- Assess and select vendors, technologies, platforms, and systems & tools to evolve and operationalize the field operations service model.
- Evaluate and improve training development and deployment for field teams.
- Partner with technical, market, and operational teams to drive overall field operations strategy and ensure implementation in alignment with long-term vision.
- Align with product & service teams to identify synergies across the customer journey and Internet experience.
Minimum Qualifications
- Bachelor degree in Business Management, Operations, or Strategy, or equivalent practical experience.
- 10 years in the telecom or cable industry, or similar industry experience.
- 5 years in service delivery / operations, or similar role experience.
- Experience with dispatch and quota management.
- Experience with cloud-based field service tools.
Preferred Qualifications
- MBA or similar advanced degree.
- 15 years in the telecom or cable industry in similar role or function.
- Experience working with field service systems & tools.
- Experience driving change management in field operations.
- Ability to facilitate collaboration with diverse groups & stakeholders across all levels, and managing third-party vendors.
The US base salary range for this full-time position is between $157 K - $231 K + bonus + equity + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.
GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF) .
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.