Offer summary

Qualifications:

Minimum of 10 years of leadership experience in operations, fulfillment, or service delivery within the telecommunications or ISP industry., Proven track record in developing and implementing SOPs, playbooks, and process improvements to enhance efficiency and customer satisfaction., Extensive experience managing complex projects involving cross-functional teams, such as network buildouts and service launches., Strong communication, analytical, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment..

Key responsibilities:

Oversee end-to-end operational lifecycle from order fulfillment to service delivery.

Develop and implement strategic operational plans aligned with company growth and customer experience goals.

Collaborate cross-functionally to standardize processes and improve workflows.

Ensure a high-quality customer experience and resolve operational escalations effectively.

Job description

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

The application window will be open until at least July 25, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.

Role Description

We are seeking a highly experienced and strategic Head of Commercial Fulfillment and Service Delivery. In this critical leadership role, you'll be responsible for overseeing the end-to-end operational lifecycle, from order fulfillment to service activation and ongoing delivery for all markets in which we operate. You'll be the central orchestrator, working cross-functionally to develop, implement, and standardize processes, playbooks, and deployment strategies that ensure efficiency, scalability, and exceptional customer satisfaction.

In this role, you'll:

Operational Leadership & Strategy
- Lead and manage all programmatic aspects of commercial service fulfillment and service delivery, ensuring timely activation and consistent service quality for SMB and enterprise customers.
- Develop and execute strategic operational plans that align with the company’s commercial growth objectives and customer experience targets.
- Identify opportunities for process improvement, automation, and efficiency gains across the entire commercial operations lifecycle.
- Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) for all operational functions, driving continuous improvement.
Cross-Functional Collaboration & Standardization
- Serve as the primary liaison and central leader for commercial operations across geographies and various cross-functional partners, including Sales, Product, Network Engineering, Construction, Field Operations, Customer Support, and Finance.
- Develop, document, and standardize comprehensive playbooks and Standard Operating Procedures (SOPs) for all commercial fulfillment and service delivery processes.
- Lead cross-functional initiatives to streamline workflows, reduce friction points, and improve handoffs between teams.
- Champion a culture of collaboration and accountability, ensuring all stakeholders are aligned on operational goals and execution.
Customer Experience & Issue Resolution
- Ensure a world-class service delivery experience for all commercial customers, from initial order to ongoing service.
- Oversee the effective resolution of operational escalations, acting as a point of contact for complex service delivery challenges.
- Implement feedback mechanisms to continually improve operational processes based on customer insights.

At a minimum we'd like you to have:

10 years of progressive leadership experience in operations, fulfillment, or service delivery roles within the telecommunications or internet service provider (ISP) industry.
Demonstrable experience in developing and implementing SOPs, playbooks, and process improvements that drive efficiency and customer satisfaction.
Extensive experience with commercial/business services operations, including understanding of enterprise connectivity requirements.
Background in managing complex projects involving cross-functional teams (e.g., network buildouts, new service launches).
Ability to travel 10% of the time for client meetings, industry events, and internal company meetings.

It's preferred if you have:

Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
Strong analytical and problem-solving abilities.
Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
Customer-focused with a strong commitment to delivering high-quality solutions and support.

The US base salary range for this full-time position is $160,000 - $235,000 + bonus + cash award + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred 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.

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