Commercial Fulfillment and Service Delivery

Summary

Join GFiber, an Alphabet company, as the Head of Commercial Fulfillment and Service Delivery, overseeing the end-to-end operational lifecycle of internet services. Lead and manage all programmatic aspects of commercial service fulfillment and service delivery, ensuring timely activation and consistent service quality. Develop and execute strategic operational plans aligned with company growth objectives and customer experience targets. Collaborate cross-functionally with Sales, Product, Network Engineering, and other teams to standardize processes and improve efficiency. Ensure a world-class service delivery experience for commercial customers, overseeing issue resolution and implementing feedback mechanisms. This critical leadership role requires 10+ years of progressive leadership experience in the telecommunications or ISP industry and extensive experience with commercial/business services operations.

Requirements

• 10 years of progressive leadership experience in operations, fulfillment, or service delivery roles within the telecommunications or internet service provider (ISP) industry
• Demonstrable experience in developing and implementing SOPs, playbooks, and process improvements that drive efficiency and customer satisfaction
• Extensive experience with commercial/business services operations, including understanding of enterprise connectivity requirements
• Background in managing complex projects involving cross-functional teams (e.g., network buildouts, new service launches)
• Ability to travel 10% of the time for client meetings, industry events, and internal company meetings

Responsibilities

• Lead and manage all programmatic aspects of commercial service fulfillment and service delivery, ensuring timely activation and consistent service quality for SMB and enterprise customers
• Develop and execute strategic operational plans that align with the company’s commercial growth objectives and customer experience targets
• Identify opportunities for process improvement, automation, and efficiency gains across the entire commercial operations lifecycle
• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) for all operational functions, driving continuous improvement
• Serve as the primary liaison and central leader for commercial operations across geographies and various cross-functional partners, including Sales, Product, Network Engineering, Construction, Field Operations, Customer Support, and Finance
• Develop, document, and standardize comprehensive playbooks and Standard Operating Procedures (SOPs) for all commercial fulfillment and service delivery processes
• Lead cross-functional initiatives to streamline workflows, reduce friction points, and improve handoffs between teams
• Champion a culture of collaboration and accountability, ensuring all stakeholders are aligned on operational goals and execution
• Ensure a world-class service delivery experience for all commercial customers, from initial order to ongoing service
• Oversee the effective resolution of operational escalations, acting as a point of contact for complex service delivery challenges
• Implement feedback mechanisms to continually improve operational processes based on customer insights

Preferred Qualifications

• Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences
• Strong analytical and problem-solving abilities
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment
• Customer-focused with a strong commitment to delivering high-quality solutions and support

Benefits

• Bonus
• Cash award
• Benefits