Program Manager

Operations Program Manager | Ripple Fiber 

We are looking for a Program Manager to join our growing team. 

About Ripple Fiber 

At Ripple Fiber, we deliver more than high-speed internet. We're creating a ripple effect by producing opportunities and brighter futures for the residents of the communities we serve. Join America's most innovative, industry-leading fiber internet company, and help shape the future. 

We believe the biggest wave starts as a ripple. 

About our culture 

We are a dynamic, fast-growing, and innovative company driven by ambitious self-starters with entrepreneurial mindsets. Our fast-paced environment fosters creativity, collaboration, and initiative. We are people-centric, placing strong emphasis on employee experience, career growth, and professional development. 

About the role 

Own the structural backbone behind field operations: SLAs, escalation paths, SOPs, vendor performance tracking, and scorecards. You will be the critical connector between field teams and leadership—ensuring consistency, transparency, and accountability across all markets.

Responsibilities: 

• Track and evaluate vendor performance, including SLAs, penalties, corrective actions, and scorecarding.
• Help to define, implement, and maintain Service Level Agreements (SLAs) for field operations, including metrics and reporting cadence.
• Design and enforce escalation paths and protocols to handle incidents, faults, or customer escalations.
• Develop, publish, and maintain Standard Operating Procedures (SOPs) for field teams covering installation, troubleshooting, maintenance, and documentation.
• Build and manage scorecards / KPIs for field operations (e.g., installs per day, MTTI, repeat visits, vendor adherence).
• Serve as an interface between leadership and field operations: collect feedback, distill insights, drive alignment, and enforce consistency.
• Monitor field operations across markets to identify process gaps, inefficiencies, risks, and opportunities for standardization.
• Lead cross-functional initiatives impacting field operations (e.g., tool upgrades, process enhancements, corrective campaigns).
• Drive continuous improvement: conduct root cause analyses, implement corrective actions, and measure impact.
• Oversee escalation management, ensuring timely resolution and post-mortem reviews.
• Maintain and own documentation of operational structure (process flows, org charts, escalation charts, roles & responsibilities).
• Collaborate with Field Ops, Engineering, Quality Assurance, Vendor Management, and Support teams to align on priorities and deliverables.
  

Qualifications: 

• Bachelor's degree in Business, Engineering, Telecommunications, or related discipline (or equivalent experience).
• 5+ years experience in operations, program management, or telecom operations.
• Strong command of operational metrics, KPIs, SLAs, and vendor management.
• Experience in process design, escalation paths, and SOP development.
• Excellent communication skills—able to translate between field teams and executive leadership.
• Proven track record in influencing cross-functional teams and driving change.
• Strong analytical skills (Excel, dashboards, data) and comfort with metrics.
• Ability to manage multiple projects across markets simultaneously.
• Experience working with field operations or physical infrastructure (telecom, utility, fiber, etc.) is highly preferred.
• Ability to travel (to markets/field) as needed.
  

We offer competitive pay, comprehensive health benefits, 401(k) with company match, and a supportive work environment where innovation and teamwork thrive. If you're passionate about making a difference and being part of a community-focused company, Ripple Fiber is the place for you. 

Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.