[Hiring] Network Program Manager @gFiber

Role Description

Managing critical physical, electrical, and environmental infrastructure across central offices and fiber huts requires dedicated operational governance, vendor alignment, and rigorous change management. The Network PgM - Preventative Maintenance Manager serves as the primary operational coordinator and Tier-1 escalation lead for national hut facility preventative maintenance programs. This role bridges high-level facility maintenance strategies with daily field execution—leading vendor partners, enforcing standard Methods of Procedure (MOP), submitting and tracking Change Management tickets, and managing emergency break/fix escalations across multiple regional markets.

In this role, you’ll:

• Vendor Management & Operational Coordination
  • Partner Alignment: Lead weekly operational syncs with primary maintenance contractors (e.g., Pearce Services) to review site maintenance progress, pending quotes, and operational blockers.
  • Schedule & Dispatch Coordination: Oversee site dispatching across multiple regional markets (e.g., Austin, Nashville, Charlotte, Raleigh-Durham, San Antonio). Ensure vendor field technicians are properly paired with gFiber site escorts when required.
  • Onboarding & Training: Facilitate system access, onboarding, and workflow training for vendor administrative staff, focusing on work order creation, ticketing and billing compliance.
• Change Management & MOP Governance
  • Ticket Generation & Workflow Lifecycle: Create, assign, and manage Network Scheduled Maintenance tickets within ServiceNow for all scheduled hut facility maintenance.
  • Lead Time Compliance: Enforce strict adherence to change control policy windows (minimum 72-hour advance lead time prior to work execution).
  • MOP Execution & Approval: Maintain, distribute, and enforce standardized Methods of Procedure (MOP) detailing generator servicing, HVAC filter/coolant maintenance, battery health checks, and ATS inspections. Ensure all MOPs are submitted to gFiber sponsors and shared with NOC ([email protected]) prior to window opening.
• Tier-1 Incident Escalation & Emergency Dispatch
  • First-Level Escalation POC: Serve as the primary point of contact for vendor technicians and local market teams encountering site deficiencies during PM sweeps.
  • Break/Fix & Remediation Management: Identify site failures (e.g., failed ATS motherboards, faulty breakers, coolant/oxygen sensor failures, degraded battery strings) and initiate reactive break/fix work orders.
  • Emergency Dispatching: Coordinate rapid vendor dispatch for emergency hardware replacements and roll-up generator deployments during commercial power outages or major hardware incidents.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 3 years of experience in telecommunications infrastructure, central office/fiber hut operations, or critical facility operations management.
• Proven track record leading external vendor contracts, managing field service operations, and facilitating cross-functional team syncs.
• Experience with enterprise ticketing and change management platforms (ServiceNow, or equivalent).
• Functional understanding of critical hut infrastructure:
• Power Systems: Standby diesel/gas generators, Automatic Transfer Switches (ATS), Manual Transfer Switches (MTS), and -48V DC power plants/battery strings.
• HVAC & Environmental: Wall-mount shelter HVAC units, lead/lag controllers, MERV filtration, refrigerant/coolant loops, and environmental telemetry/sensors.

Requirements

• Experience transitioning manual operations to Salesforce Field Service Lightning (FSL) or similar ERP/FSM software.
• Experience serving in 24/7 on-call rotation management or major incident escalation response teams.
• Demonstrated ability to draft, refine, and enforce operational MOPs and standard operating procedures (SOPs) across multi-regional deployments.

Benefits

• The US base salary for this full-time position is $84,000 - $122,400 + bonus + benefits.
• As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.