At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

The application window will be open until at least October 3, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.

Role Description

We are seeking a highly motivated and analytical Technical Operational Data Analyst & Process Controls specialist to join our dynamic team within GFiber's Customer Operations. This critical role will be instrumental in optimizing the efficiency and accuracy of our network repair and maintenance program by implementing and controlling proper practices in field tool management, as well as accurate reporting for performance and financial management. The ideal candidate will possess a strong blend of data analysis skills, deep operational savviness in the Fiber Telecom industry, and in monitoring process controls related to field workforce management. You will be responsible for data anomalies, process workflow breakdowns, and billing unit usage inconsistencies, as well as identifying root causes of service and operational issues, opportunities for improvement, translating complex operational and vendor performance data into actionable insights, and collaborating with cross-functional teams.

In this role, you'll:

  • Data Collection & Analysis:
    • Collect, clean, and analyze large datasets from various operational systems specific to fiber network repair and maintenance (e.g., field workforce management tools, ticketing systems, inventory systems, network monitoring tools).
    • Develop and maintain dashboards, reports, and visualizations to monitor key operational performance indicators (KPIs) related to network repair, maintenance, and field technician productivity.
    • Identify trends, anomalies, and outliers in operational data, conducting root cause analysis to understand reporting discrepancies and operational inefficiencies.
  • Process Control & Improvement:
    • Design, implement, and monitor process controls to ensure data quality, operational insights and compliance within workflows.
    • Identify bottlenecks, inefficiencies, and areas for improvement within network repair processes and field operations.
    • Collaborate with operational teams to develop and implement solutions, including process changes, automation, and system enhancements, with a strong focus on local operational workflow management.
    • Conduct process audits and reviews to ensure adherence to established controls and identify areas for further optimization.
  • Vendor Performance Audit & Management:
    • Audit and analyze actual work performance versus vendor billing unit usage for network repair and maintenance activities.
    • Develop and implement methods to track vendor performance, identifying discrepancies and areas for improvement in service delivery and cost efficiency.
    • Engage in effective vendor relationship management and communications to address performance issues and drive continuous improvement.
  • Program Development:
    • Contribute to the development of a scalable program for the function, ensuring sustainable improvements and best practices across network repair and maintenance operations.

At a minimum we'd like you to have:

  • Bachelor's degree in Engineering, Operations Management, Data Science, Statistics, Business Analytics, a related quantitative field, or equivalent practical experience. 
  • 5 years of experience in an operational data analysis, process improvement, or business intelligence role within the ISP/Telecom industry, with a specific focus on network construction repair and maintenance.
  • Proven experience with field workforce management tools (e.g., Salesforce Field Service, ClickSoftware, Oracle Field Service, ServiceMax, etc.) is required.
  • Strong operational savviness of field workforce management tool usage and work order knowledge and management is essential.

It's preferred if you have:

  • Master’s degree in Engineering, Operations Management, Data Science, Statistics, Business Analytics, or a related quantitative field. Master's degree preferred.
  • Strong understanding of operational processes in fiber network repair and maintenance, including dispatch, scheduling, inventory management, and quality control.
  • Experience with process improvement methodologies (e.g., Lean, Six Sigma, Agile). Certifications (e.g., Lean Six Sigma Green Belt/Black Belt) are a plus.
  • Proficiency with data analysis tools and languages (e.g., SQL, Python, R, Excel, Power BI, Tableau, Qlik Sense).

The US base salary range for this full-time position is $107,200 - $117,900 + bonus + cash award + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF). 

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.

 

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