Cityside Fiber

Director of Operations

Irvine, CA

Full-time

11-50

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🔴 Closes on:

Aug 8, 2025

About The Job

Cityside Fiber is seeking a highly motivated Director of Operations to lead our Field Operations and Customer Experience departments. Reporting to the Chief Development Officer, you will oversee daily activities and strategic growth for both teams—our primary customer-facing functions. These departments manage new customer onboarding, installations, troubleshooting, customer service, billing, and all general ISP operations. Your goal is to provide hands-on support to department leaders, establish scalable processes, and partner with senior leadership on long-term strategies that drive exceptional customer and employee experience. Success requires outstanding organizational ability, attention to detail, strong leadership, and a track record of fostering a performance-driven culture in fast-moving, ambiguous environments.

Responsibilities

Provide day-to-day guidance and strategic support to Field Operations and Customer Experience leadership on staffing, workload management, and growth initiatives
Define and enforce policies and procedures for attendance, scheduling, billing, fleet management, software use, customer engagement, and escalations
Partner with managers to document and implement process improvements that achieve operational KPIs
Oversee development and delivery of training programs for customer onboarding and installation, ensuring safety, efficiency, and excellent customer experience
Maintain high-level vendor relationships, driving cost savings, new product sourcing, and inventory control
Work with Customer Experience management and HR to set, monitor, and achieve company-wide service KPIs
Collaborate with Marketing and other stakeholders to implement customer retention programs
Engage in software evaluation and selection processes to enhance operational effectiveness
Partner cross-functionally to refine processes and systems impacting customer experience and overall operations
Report operational performance and recommendations to executive leadership and investors; expand data tracking for continuous improvement
Contribute to a culture of trust, integrity, and collaboration
Understand and uphold Cityside Fiber’s core purpose and values and be passionate about what we do.

Qualifications

Bachelor’s degree or equivalent practical experience
5–7 years in operational leadership within a telecom or technology company, preferably FTTH/fiber-to-the-home operations
Proven ability to collaborate with cross-functional teams and senior leadership, ideally in a private-equity-backed environment
Strong under-pressure performance in high-volume, logistical operations
Exceptional customer-service orientation, relationship-building skills, and work ethic
Outstanding organizational, time-management, and attention-to-detail abilities
Demonstrated initiative, analytical problem-solving, and avoidance of “analysis paralysis”
High integrity, intellectual honesty, and customer-first mindset
Proficiency in Microsoft Office: advanced Excel (VLOOKUP/XLOOKUP, pivot tables) and PowerPoint; Power BI experience a plus
Valid driver’s license and clean driving record required.

About Cityside Fiber

Cityside Fiber is on a mission to deliver high-quality, reliable internet to communities through innovation and a people-first approach. Headquartered in Irvine, CA, we are an emerging telecommunications provider expanding rapidly due to high demand. Our culture is built on innovation, accountability, and trust, and we seek independent thinkers who want to contribute to something big.

Location

Headquarters in Irvine, CA. [May require travel depending on role.]

Compensation & Benefits

Competitive pay: starting salary at $130,000 annually (dependent on experience) with annual bonus
Company-sponsored medical & dental for employees (Subsidized for dependents)
401(k) with company match
Paid Time Off (PTO), sick leave, and holidays
Growth opportunities & career development programs

Why Cityside Fiber?

Cityside Fiber believes that we all deserve amazing internet! Our core purpose is to create networks that better enable life-changing connectivity in our communities by daring to be different and having our team members put people first all while having fun. We’re building a next-generation internet provider with a focus on innovation, accountability, and trust. At Cityside Fiber, you’ll work with a passionate team, have room for growth, and make a real impact.