Consolidated Communications
Senior Manager, Training and Enablement - Field Operations
Consolidated Communications, Chatham, New York, United States
Major Duties
Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities. Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement—empowering every team member to make a meaningful impact.
Position may be located remote. #LI-Remote We are seeking a strategic and hands‑on Senior Manager of Training and Enablement to lead a team of analysts supporting our Field Operations team. This role will drive the development and execution of analytical solutions that uncover business insights, improve customer outcomes, and streamline operational performance.
Responsibilities
Lead the internal and external operational teams responsible for installation, service repair, and testing equipment and materials that will support fiber broadband products.
Lead the group responsible for training and quality support for customer care centers and provide KPI improvement support.
Develop, oversee and document procedures for our field technicians, care centers, and other back‑office teams such as dispatch.
Collaborate with the training team to identify and develop necessary tools, technical and soft training skills.
Set and achieve key performance indicators for both internal and external resources.
Prioritize workloads and projects cross‑functionally as needed.
Utilize relationships with vendor suppliers to help facilitate vendor training and establish related initiatives.
Work with product teams in the development and deployment of new products, services and processes.
Work with the sales teams to drive product revenue and achieve sales penetration goals.
Work with boundary partners for the respective functions to ensure KPI success.
Understand, model and advocate all company policies and ensure compliance across functions supported.
Qualifications
Bachelor's degree in Business Analytics, Computer Science, Business or related field.
5+ years of experience in a fiber broadband provider environment, with at least 2 years in a leadership or managerial role.
Proven track record delivering complex projects that impact operational performance and customer experience.
Experience with data reporting and dashboard tools such as Power BI, Tableau, or equivalent to review KPI performance and identify opportunities to provide training support.
Demonstrated ability to influence cross‑functional stakeholders through data‑driven insights and project manage various operational initiatives.
Excellent organizational, communication, and interpersonal skills.
Ability to balance strategic thinking with day‑to‑day execution in a fast‑paced, evolving environment.
Leadership Competencies
Empowers and develops talent with a growth mindset and clear feedback loops.
Drives results with discipline, ownership, and accountability.
Thinks strategically while maintaining strong attention to data detail.
Navigates ambiguity with curiosity, confidence, and adaptability.
Champions collaboration and aligns teams around shared outcomes.
Communicates complex topics with clarity and impact at all levels.
Why Join Us As a leader at Consolidated Communications, you'll be part of a mission-driven organization shaping the future of broadband. You'll contribute to high-impact work, lead a talented team, and drive meaningful results in a company where innovation and customer connection are at the core.
Benefits Offered We are proud to offer a comprehensive and competitive benefits package:
401(k) matching
Medical, Rx, Dental, and Vision insurance
Disability insurance
Flexible spending account
Health savings account
Life insurance
Tuition reimbursement
Paid vacation and personal days
Paid holidays
Employee Assistance Program
Annual bonus program to eligible employee's based upon organization performance
Salary Pay range (commensurate with skills and experience): $79,797 - $120,835
Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.
#J-18808-Ljbffr
Position may be located remote. #LI-Remote We are seeking a strategic and hands‑on Senior Manager of Training and Enablement to lead a team of analysts supporting our Field Operations team. This role will drive the development and execution of analytical solutions that uncover business insights, improve customer outcomes, and streamline operational performance.
Responsibilities
Lead the internal and external operational teams responsible for installation, service repair, and testing equipment and materials that will support fiber broadband products.
Lead the group responsible for training and quality support for customer care centers and provide KPI improvement support.
Develop, oversee and document procedures for our field technicians, care centers, and other back‑office teams such as dispatch.
Collaborate with the training team to identify and develop necessary tools, technical and soft training skills.
Set and achieve key performance indicators for both internal and external resources.
Prioritize workloads and projects cross‑functionally as needed.
Utilize relationships with vendor suppliers to help facilitate vendor training and establish related initiatives.
Work with product teams in the development and deployment of new products, services and processes.
Work with the sales teams to drive product revenue and achieve sales penetration goals.
Work with boundary partners for the respective functions to ensure KPI success.
Understand, model and advocate all company policies and ensure compliance across functions supported.
Qualifications
Bachelor's degree in Business Analytics, Computer Science, Business or related field.
5+ years of experience in a fiber broadband provider environment, with at least 2 years in a leadership or managerial role.
Proven track record delivering complex projects that impact operational performance and customer experience.
Experience with data reporting and dashboard tools such as Power BI, Tableau, or equivalent to review KPI performance and identify opportunities to provide training support.
Demonstrated ability to influence cross‑functional stakeholders through data‑driven insights and project manage various operational initiatives.
Excellent organizational, communication, and interpersonal skills.
Ability to balance strategic thinking with day‑to‑day execution in a fast‑paced, evolving environment.
Leadership Competencies
Empowers and develops talent with a growth mindset and clear feedback loops.
Drives results with discipline, ownership, and accountability.
Thinks strategically while maintaining strong attention to data detail.
Navigates ambiguity with curiosity, confidence, and adaptability.
Champions collaboration and aligns teams around shared outcomes.
Communicates complex topics with clarity and impact at all levels.
Why Join Us As a leader at Consolidated Communications, you'll be part of a mission-driven organization shaping the future of broadband. You'll contribute to high-impact work, lead a talented team, and drive meaningful results in a company where innovation and customer connection are at the core.
Benefits Offered We are proud to offer a comprehensive and competitive benefits package:
401(k) matching
Medical, Rx, Dental, and Vision insurance
Disability insurance
Flexible spending account
Health savings account
Life insurance
Tuition reimbursement
Paid vacation and personal days
Paid holidays
Employee Assistance Program
Annual bonus program to eligible employee's based upon organization performance
Salary Pay range (commensurate with skills and experience): $79,797 - $120,835
Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.
#J-18808-Ljbffr