Job Description
Key Responsibilities
1. FTE Growth and Development Programs
• Design and Maintain Learning Paths: Develop, implement, and continuously maintain structured learning programs, such as the Technician Career Journey Program, to foster professional growth, close skill gaps, and establish clear career progression for all FTE technicians.
• Training and Compliance Support: Serve as a market-level operational resource, providing support for all technical training, safety compliance, and certification initiatives to ensure all technicians meet required standards.
• Documentation: Collaborate with People Operations and EHS to ensure all training materials, policies, and program documentation are current, accurate, and easily accessible.
2. Install and Repair (I&R) Operational Oversight
• Strategic Guidance: Provide strategic operational guidance and best-practice oversight for day-to-day FTE I&R Technician activities and associated programs across all GFiber markets.
• Performance Analysis: Analyze complex operational performance data, including I&R metrics, first-time-fix rates, quality assurance (QA) scores, and error rates, to identify root causes of underperformance.
• Corrective Action: Develop and implement targeted corrective action plans, Standard Operating Procedures (SOPs), and process improvements to enhance efficiency, quality, and service delivery consistency.
3. Strategic Program Implementation
• Program Translation: Act as the liaison between leadership and the field, translating strategic program initiatives (e.g., new technology rollouts, process changes) into clear, actionable operational plans for frontline I&R teams.
• Adoption and Feedback: Drive and monitor the successful adoption of new programs and technologies, gathering field feedback to ensure continuous optimization of implementation strategies.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Required Qualifications
• Experience: 10+ years of experience in telecommunications operations, with experience in Fiber-to-the-Home (FTTH) operations. repair and instalss
• Expertise: Deep Subject Matter Expertise in Fiber Optics and Install and Repair (I&R) processes, tools, and best practices.
• Program Management: Proven ability to develop, manage, and sustain scalable technical training or operational programs.
• Data Analysis: Strong analytical skills with experience using operational data and KPIs to identify trends, diagnose systemic issues, and propose data-driven solutions.
• Communication: Exceptional written and verbal communication skills, capable of drafting high-level policies, delivering engaging training, and communicating clearly with senior leadership and frontline technicians.
• Travel: Ability to travel up to 30% to support market-level training and operational rollouts.
Nice to Have Skills & Experience
Desired Qualifications
• Previous experience in a management, supervisory, or technical training role for a field technician workforce.
• Familiarity with Learning Management Systems (LMS) and training development methodologies.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.