Director of FTTP Operations
Job Description
Pavlov Media is seeking a forward-thinking and strategic Director of FTTP Operations to lead and evolve our Fiber to the Premises (FTTP) and Business-to-Business (B2B) service delivery. This role is responsible for Profit and Loss (P&L) for three districts, driving operational excellence, managing regional teams, and ensuring a consistent, high-quality experience for residential and commercial fiber customers. The ideal candidate is a collaborative leader who can balance strategic planning with tactical execution, and who thrives in a fast-paced, customer-centric environment.
This is an onsite position that will report to the Pavlov Media HQ office in Champaign, IL.
Duties/Responsibilities
P&L for all three districts
Lead and mentor a team of multi-region operational staff supporting FTTP and B2B customers.
Develop and execute strategies to improve service delivery, customer satisfaction, and operational efficiency.
Evaluate root causes for customer concerns and remedy
Support strategic initiatives including fiber expansion and process optimization.
Collaborate with Engineering, Field Services, Technical Support, and Sales to ensure alignment and execution across all touchpoints.
Monitor KPIs and service metrics to identify trends, resolve issues, and drive continuous improvement.
Own escalations and high-impact customer situations, ensuring timely resolution and proactive communication.
Collaborate with leadership to set operational key indicators (OKRs), manage budgets, and report on performance.
Foster a culture of accountability, responsiveness, and customer care across the FTTP Operations team.
Available to support teams during some evenings, weekends, and occasional holidays
Required Qualifications
10+ years of experience in operations, customer success, or service delivery, preferably in telecom, fiber, or enterprise connectivity.
10+ years of experience managing managers or leading multi-site teams.
Strong leadership and communication skills with a proven ability to influence cross-functional teams.
Analytical mindset with experience using dashboards, KPIs, and operational data to drive decisions
Desired Qualifications
Strong experience in Excel a plus
Technical aptitude in networking or fiber services a plus.
Familiarity with CRM systems, service platforms, and tools like CDG and ARC GIS
Six Sigma a plus
Physical Requirements
Long periods of sitting
Ability to lift 10 pounds
Some travel required; 10% ability to travel via commercial air/driving
Compensation & Benefits The salary range for this position is: $122,000 – 174,000
Actual base pay for this job will depend on the candidate’s primary work location and other factors, such as relevant skills and experience. Pavlov Media is committed to complying with the Equal Pay Act and places a strong emphasis on internal equity when determining compensation. Final pay will be determined based on the candidate’s skills, experience, and alignment with our internal equity standards, ensuring fairness and consistency across the organization. The salary banding for this role also allows room for growth, with opportunities for pay increases within the band based on performance and contributions.
Compensation is one part of the total rewards package at Pavlov Media. We also offer the following benefits to support the well-being of our employees:
15 company paid holidays
3 weeks PTO
Medical, Dental, Vision starting day one
401K with company match
Health and Flexible Savings Account
Life and AD&D, Spousal Life, Child Life Insurance Plans
Educational and professional reimbursement
Short- and long-term disability benefits
Pavlov Media is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application process, read more about requesting accommodation.
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This is an onsite position that will report to the Pavlov Media HQ office in Champaign, IL.
Duties/Responsibilities
P&L for all three districts
Lead and mentor a team of multi-region operational staff supporting FTTP and B2B customers.
Develop and execute strategies to improve service delivery, customer satisfaction, and operational efficiency.
Evaluate root causes for customer concerns and remedy
Support strategic initiatives including fiber expansion and process optimization.
Collaborate with Engineering, Field Services, Technical Support, and Sales to ensure alignment and execution across all touchpoints.
Monitor KPIs and service metrics to identify trends, resolve issues, and drive continuous improvement.
Own escalations and high-impact customer situations, ensuring timely resolution and proactive communication.
Collaborate with leadership to set operational key indicators (OKRs), manage budgets, and report on performance.
Foster a culture of accountability, responsiveness, and customer care across the FTTP Operations team.
Available to support teams during some evenings, weekends, and occasional holidays
Required Qualifications
10+ years of experience in operations, customer success, or service delivery, preferably in telecom, fiber, or enterprise connectivity.
10+ years of experience managing managers or leading multi-site teams.
Strong leadership and communication skills with a proven ability to influence cross-functional teams.
Analytical mindset with experience using dashboards, KPIs, and operational data to drive decisions
Desired Qualifications
Strong experience in Excel a plus
Technical aptitude in networking or fiber services a plus.
Familiarity with CRM systems, service platforms, and tools like CDG and ARC GIS
Six Sigma a plus
Physical Requirements
Long periods of sitting
Ability to lift 10 pounds
Some travel required; 10% ability to travel via commercial air/driving
Compensation & Benefits The salary range for this position is: $122,000 – 174,000
Actual base pay for this job will depend on the candidate’s primary work location and other factors, such as relevant skills and experience. Pavlov Media is committed to complying with the Equal Pay Act and places a strong emphasis on internal equity when determining compensation. Final pay will be determined based on the candidate’s skills, experience, and alignment with our internal equity standards, ensuring fairness and consistency across the organization. The salary banding for this role also allows room for growth, with opportunities for pay increases within the band based on performance and contributions.
Compensation is one part of the total rewards package at Pavlov Media. We also offer the following benefits to support the well-being of our employees:
15 company paid holidays
3 weeks PTO
Medical, Dental, Vision starting day one
401K with company match
Health and Flexible Savings Account
Life and AD&D, Spousal Life, Child Life Insurance Plans
Educational and professional reimbursement
Short- and long-term disability benefits
Pavlov Media is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application process, read more about requesting accommodation.
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