Google Fiber

• Prospect residential customers by promoting GFiber’s internet services. • Build a lead pipeline through door-to-door interactions and conduct in-person, phone and/or email follow-up. • Update the Customer Relationship Management (CRM) tool with relevant customer information, conversion status and notes. • Partner with team members to ensure a seamless customer experience. • Communicate the GFiber value proposition to customers. • Demonstrate knowledge of GFiber’s network and technical deployment.

• Oversee and review network designs to ensure best practices and resolve complex challenges. Own GFiber backbone design, reliability, traffic engineering and capacity planning across IP and optical layers. • Drive observability strategy and telemetry pipelines (SNMP, gNMI/Streaming Telemetry, IPFIX), optical performance monitoring, and the tooling that turns network state into actionable signal. • Plan and engineer metro and long-haul optical transport: capacity growth, wavelength planning, and modernization of the DWDM line system. • Set and communicate team priorities that support the broader organization's goals. Align strategy, processes, and decision-making across teams. • Set clear expectations with individuals based on their level and role and aligned to the broader organization's goals. • Develop the long-term technical goals and roadmap within, and often beyond, the scope of your teams. Evolve the roadmap to meet anticipated future requirements and infrastructure needs.

• Lead cross-functional collaboration between the Network Engineering and Network Reliability teams with the wider enterprise level teams in support of network projects and new product introductions. • Drive planning, detailed project plans, timelines, and milestones in collaboration with stakeholders. • Develop and maintain NetEng and NRE organizational roadmap and delivery calendar for network projects, ensuring alignment with organizational goals and objectives. • Lead a team of TPMs managing the work execution of the NetEng and NRE teams, providing leadership and direction for ongoing and future projects. • Ensure adherence to industry standards and best practices in network migration, program management, and the ethical integration of AI technologies. • Provide regular status updates, reports, and presentations to NetEng & NRE leads, senior leadership, and other cross-functional stakeholders.

• Lead, mentor, and help in the development of Support Desk team members and Team Leads, and support engineers. • Implement and improve IT service management processes (ITSM). • Communicate service status, risks, and improvement initiatives. • Serve as the primary escalation point for service issues. • Plan workforce capacity and forecast support demand. • Identify root causes and drive permanent resolution through problem and change management.

• Act as the lead triage point for all sales and marketing address issues, determining the scale of impact and routing problems to the appropriate engineering or operations teams. • Drive analytical problem-solving by working with large geographic and operational data sets to address challenging, non-routine address parity issues. • Report on health and resolution: Design and maintain a regular "report out" cadence for stakeholders, detailing issues identified, time-to-fix, and the overall health of our address database. • Collaborate with cross-functional teams (Sales, Marketing, and Engineering) to identify business needs and conduct comprehensive end-to-end data analyses on address health. • Create automated tools and dashboards to proactively monitor address-related inquiries using SQL, scripts, and visualizations.

• Act as the primary technical resource for the sales team, accompanying sales executives on client calls, presentations, and solution demonstrations. • Conduct in-depth technical discovery sessions with prospective clients to understand their business needs, current infrastructure, and technical requirements. • Translate complex technical concepts into clear, concise, and business-oriented language for non-technical stakeholders. • Design and architect customized internet and networking solutions that address client challenges and align with their strategic objectives. • Develop detailed technical proposals, solution diagrams, bills of material (BOMs), and statements of work (SOWs). • Collaborate with product development, network operations, and implementation teams to ensure proposed solutions are feasible, scalable, and supportable. • Lead and execute technical demonstrations, proof-of-concepts (POCs), and pilot projects to showcase the capabilities and benefits of our solutions. • Address technical questions, concerns, and objections from potential clients with confidence and expertise. • Serve as a subject matter expert (SME) on our internet and networking service portfolio, staying current with industry trends, emerging technologies, and competitor offerings. • Provide technical training and enablement to the sales team on new products, services, and best practices. • Facilitate a smooth technical transition from sales to post-sales implementation teams, ensuring a clear understanding of the client's requirements and the proposed solution.

• Define and execute the roadmap for next-generation enterprise connectivity solutions • Establish scalable and flexible pricing structures, service level agreements, and value-based solutions for the Commercial segment • Lead cross-functional GTM strategies designed for long, complex enterprise sales cycles with high-touch sales enablement • Develop specialized fulfillment orchestration, service management, and service assurance processes for the enterprise segment • Drive revenue growth, margin optimization, and market share for commercial portfolio; develop robust business cases for network and product investments and development efforts

• Define the vision, product lifecycle, and multi-year roadmap for our combined wireless portfolio (MVNO Mobile, FWA, and Managed Wi-Fi), ensuring a cohesive wireless strategy • Own the strategic engagement and product integrations with our underlying MNNO partner to develop mobile plans, eSIM capabilities, and related operational capabilities • Drive the expansion of our FWA solutions, including deployment strategy for our Webpass portfolio • Oversee the lifecycle of our Managed Wi-Fi solutions and expand to new business segments • Partner with Engineering, Operations, and vendors to ensure flawless product delivery, seamless zero-touch provisioning, and robust support models

• Define and execute the roadmap for next-generation enterprise connectivity solutions • Establish scalable and flexible pricing structures, service level agreements, and value-based solutions for the Commercial segment • Lead cross-functional GTM strategies designed for long, complex enterprise sales cycles with high-touch sales enablement • Develop specialized fulfillment orchestration, service management, and service assurance processes for the enterprise segment • Drive revenue growth, margin optimization, and market share for commercial portfolio; develop robust business cases for network and product investments and development efforts

• Develop and monitor key performance indicators (e.g. SVL, AHT, MTTD, MTTR) to track vendor performance across various NOC Ops metrics. • Conduct regular (daily) performance reviews with vendors, providing feedback on strengths and areas for improvement. • Collaborate with vendors to forecast staffing needs based on anticipated tickets/cases volumes, seasonality, and other factors. • Assess vendor agent skill sets and identify training or development needs to enhance performance. • Establish and maintain strong working relationships with vendor contacts. • Collect and analyze vendor performance data, identifying trends and insights. • Maintain a strong understanding of the NOC/technical support processes, tools (e.g. Netcracker, ServiceNow, Genesys, Jira), and fiber internet technologies.