Manager, Technical Operations - Workforce Managment

A Smarter Career Choice

Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here. You'll find a place where your voice matters. You'll find a team that works hard and has fun. And, if you're like us, you'll know you made a Smarter career choice.

***All candidates must be local to Jacksonville, FL***

Position Summary

The Manager, Technical Operations – WFM is a high-energy, coaching-focused role that inspires a collaborative, results-driven culture as well as an environment that allows individuals to thrive in their careers. The Manager, Technical Operations – WFM will be responsible for optimizing dispatch processes, ensuring timely deliveries, and leading a team of dispatch coordinators to enhance operational efficiency.

Essential Duties & Responsibilities

• Develop and implement efficient dispatch strategies to ensure timely delivery of services across the company.
• Monitor and analyze WFM performance metrics to identify areas for improvement.
• Lead, mentor, and train a team of dispatch representatives, fostering a culture of accountability and excellence.
• Coordinate with various departments, including sales, warehouse, and customer service, to streamline operations.
• Manage and resolve any WFM issues or delays, ensuring customer satisfaction.
• Optimize routing and scheduling to minimize costs while maximizing service levels.
• Maintain compliance with all regulatory requirements and company policies.
• Promote a culture of customer service, safety, and quality across all the teams.
• Perform periodic on-the-job training and refresher activities to keep the team current.
• Ensure working practices are well defined and operational.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in Management or a related field, or equivalent experience.
• 3+ years of experience in dispatch or logistics management, preferably in a regional capacity, with a proven track record of optimizing processes and leading teams.
• Experience with workforce management systems, routing software, GPS tracking, and strong proficiency in Microsoft Office applications.
• Strong analytical and problem-solving skills, including comfort using data analysis and reporting tools to drive decisions and meet departmental goals and key metrics.
• Strong technical aptitude with excellent end-user interaction skills; able to explain complex concepts simply and answer questions from both technical and non-technical users.
• Excellent verbal and written communication skills, with confidence interacting with all levels of professional staff and other team members.
• Ability to train, mentor, and provide both positive and constructive feedback to members of the Technical Operations team.
• Highly organized with strong time-management skills and the ability to prioritize, lead, and multi-task in a fast-paced, technical environment while maintaining professionalism and a positive attitude.
• Demonstrated flexibility and reliability, including willingness to work required overtime, travel to various markets, and be present in the Fiberhood as needed.
• High integrity and strong work ethic, with attention to detail and the ability to think creatively and strategically.
• Must be able to pass a criminal background check, driving record check, and drug test, and maintain a current valid driver's license that is automotive insurable.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.