Director of FTTP Operations

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:

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• 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:

The successful candidate will be able to perform the following with or without reasonable accommodation:

• 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.