Sr Manager Fulfillment

Discover a more connected career

The Sr. Manager Fulfillment is responsible for leading end-to-end field fulfillment operations across North Carolina and South Carolina, with primary focus on drop bury execution and installation services. This role drives operational excellence, ensures timely service delivery, and enhances customer experience by managing internal teams and external vendor partners. The Manager will oversee daily operations, workforce planning, and performance metrics while ensuring compliance with safety, quality and regulatory standards.

Connecting you to great benefits

• Weekly Paychecks
• Paid Time Off, Parental Leave, and Holidays
• Insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• 401(k) w/ Company Match
• Stock Purchase Plan
• Education Reimbursement
• Legal Insurance
• Discounts on gym memberships,  pet insurance, and much more!

What you’ll do

• Lead and manage fulfillment operations for drop bury and installation activities across assigned markets (NC & SC).
• Ensure on-time completion of service orders, meeting SLAs and customer commitments.
• Develop and execute operational strategies to improve productivity, cycle time, and first-time right installations.
• Supervise, coach, and develop field supervisors, coordinators, and vendor partners.
• Manage contractor/vendor performance, including service quality, productivity, and adherence to contractual obligations.
• Foster a culture of accountability, safety, and continuous improvement.
• Monitor and analyze KPIs such as:
  • Time-to-complete drop buries
  • Installation cycle times
  • First-time right / repeat truck rolls
  • Customer satisfaction (NPS)
• Implement data-driven solutions to address performance gaps and improve operational efficiency.
• Partner with Customer Care and Field Operations to resolve escalations and ensure a seamless customer journey.
• Drive initiatives that enhance customer satisfaction and reduce service delays.
• Identify and implement process improvements to streamline workflows and reduce costs.
• Ensure compliance with local/state regulations, permitting requirements, and safety standards.
• Maintain quality control standards for all installation and bury work.
• Partner with Engineering, Construction, and Planning teams to align on network readiness and capacity.
• Coordinate with Supply Chain to ensure material availability for installations and drop buries.

What you’ll need

• A valid driver's license and a good driving record.
• Bachelor’s degree in Business, Telecommunications, or related field (or equivalent experience).
• Minimum 5+ years of management experience in telecommunications, field operations, or fulfillment.
• Proven experience managing drop bury, installation, or outside plant (OSP) operations.
• Experience managing multi-state operations and vendor partners.
• Strong knowledge of HFC, fiber, or broadband installation processes.

Physical abilities & exposures

• Routinely work in outdoor and indoor environment with arms above shoulder level, operate vehicle, squeeze, fine hand motion, bend, stoop, stand, walk, lift up to 55 pounds, use keyboard and mouse
• Occasionally use portable ladder, work in confined spaces and climb stairs.