Manager of Field Operations

Company: Zentro
Location: Chicago
Posted on: May 9, 2025

Job Description:

About Us
Zentro is the choice for discerning internet users who demand the best. We empower our customers with remarkably fast, exceptionally reliable Internet service, delivering it with unbeatable 99.99% uptime and uncommonly responsive customer support. Zentro is a refreshing alternative to the never-ending headaches and hassles of dealing with the usual suspects. Our name may be new to you, but we're actually the largest independent (and highest rated!) MDU-focused ISP in the country, improving the way people get and stay online... today, tomorrow, and beyond.About This Role
We are looking for an experienced operations leader to provide overall vision and direction to our Field Operations team covering our Chicago and Milwaukee network. This detail-oriented leader will be reporting to field operation leadership and will be responsible for managing in house field team performing day-to-day network maintenance, repair, and new deployments in MDU's. The successful candidate will be able to build and manage an efficient team focused on quality, create KPI's and reporting to active manage team performance. The right leader will be able to identify areas of improvement, build process and procedures to improve team performance.

Essential Duties and Responsibilities - Responsible for day-to-day field operations which includes network maintenance, upgrade, and deployment activities. - Ensure timely completion of work tickets assigned to team. - Work with customers and partners communicating scope of work and building access requirements. - Lead Field Operations, maintaining a high level of customer satisfaction by ensuring quality standards. - Schedule and plan daily work for field technicians and vendors - Manage vendor cost and schedule to meet budgets and deadlines. - Develop industry exceeding standards to maintain a high network reliability and customer ratings. - Build strong relationships and alignment between peers in sales, engineering, project management, customer support and finance. - Provide metric reporting, forecasting, and budgeting, using these to help drive performanceand process improvements reporting results to the Executive Leadership Team. - Develop processes that improve production, efficiency, and productivity. - Continual challenging of existing processes and procedures to improve technician and network performance. - Establish a culture of innovation, improvement, and change, with a focus on customer experience, business efficiency and network performance. - Develop team, effectively delegate, and build upon teams' capabilities, through training and mentoring. - Maintain deep knowledge of the industry, emerging technologies, and standards. - Perform other duties as assigned.Minimum Qualifications - 6 years leading a field team. - Ability to work collaboratively and communicate effectively to all levels of the organization. - Understanding of budgeting, forecasting and analysis. - Experience in IP networks. - Knowledge of MMWV radio deployment preferred. - Understanding of OSHA rules and regulations. - Experience in ISP MDU deployments including: ethernet, Gpon, G.hn and managed Wi-Fi systems. - Bachelor's Degree highly preferred or equivalent experience. - Proficiency in, MS Outlook, MS Word, MS Excel, and MS Windows. - Excellent customer service orientation and excellent interpersonal skillsWhat We Offer - Competitive salary range of: $80-$90k/year, depending on skill-set - Comprehensive benefits package, including health, dental, and retirement plans. - Opportunity to work with a dynamic team in a growing industry. - Ongoing training and professional development opportunities.
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Keywords: Zentro, Arlington Heights , Manager of Field Operations, Executive , Chicago, Illinois