Field Operations Manager

Ready to challenge yourself to dive deep and think big? Ookla, the company behind Speedtest, Downdetector and many other connectivity tools, is a team of passionate individuals who have turned clever ideas into unique products and a thriving business. Ookla has acquired RootMetrics, bringing together two industry leaders that deliver outstanding network connectivity insights to the world. Together we will combine the industry-standard first-party crowdsourced data from Speedtest with the RootMetrics’ scientifically controlled drive and walk testing data collection for the benefit of the mobile operators who build the networks and the consumers who rely on them. This continues to give us the ability to help make the internet better, faster and more accessible for everyone.

The RootMetrics business is seeking a proactive U.S. Field Operations Manager who will oversee a geographically dispersed team of Mobile Network Field Technicians that are responsible for data collection. This person will be responsible for team management, training, process improvement, and quality control. The ideal candidate will have previous field service management experience and will work with a heightened sense of urgency and a proactive approach.

Expectations for Success

• Ensure company standards are met in compliance with data collection and servicing contractual obligations to customers within specified budget of labor and expenses
• Lead and support the team of Mobile Network Field Technicians in their day-to-day operations
• Serve as a liaison between the field and upper management
• Train new field operations personnel on procedures, duties, and techniques necessary to complete data collection per protocol
• Create and manage six-month production schedule and resources needed for professional service projects
• Work to improve the scouting process through troubleshooting field issues and implementation of process enhancements
• Continually refine operational processes to achieve greater efficiencies and lower operational costs
• Work to identify and resolve field safety concerns
• Develop and manage operational quality control systems and activities to ensure integrity of measured data
• Keep management advised of problems and be punctual in returning all correspondence
• Carry out both positive recognition and disciplinary action as needed
• Send equipment and hard drives to the Scouters as needed
• Demonstration of an understanding of workload forecasts to ensure best use of available resources to meet anticipated workload
• Conduct Performance Reviews as needed
• Approve all hours and time off requests
• Approve expense reports and travel

Requirements

The heading says “requirements” but we’re looking for the right person not the exact list. If your life experience prepares you for similar challenges, we’d like to hear from you.

• Minimum of 3 years management experience required; preferably in field service
• Knowledge of wireless technology and Android OS
• Experience training and motivating employees
• Superior leadership abilities
• Ability to travel domestically and internationally independently (5-15% of the time)
• Strong problem-solving skills
• Outstanding time management and development skills
• High standards for quality, accuracy, and attention to detail
• Proficiency in Microsoft Office, G suite, and Slack
• Interpersonal skills consistent with an entrepreneurial, small-company environment where teamwork is of the utmost importance
• Ability to concurrently drive multiple deliverables and track to multiple deadlines
• Willingness to share ideas and collaborate with others
• A history of positive teamwork, flexibility, and the ability to thrive in a fast-paced environment
• Bachelor’s degree preferred or equivalent experience

Benefits

People come first at Ookla. We offer competitive compensation, flexible schedules, transit passes, on- and off-site happy hours, team activities, lunch on Wednesdays and an office kitchen full of snacks. Our comprehensive benefits package includes 401(k) matching, unlimited paid vacation and sick time, ESPP options, health/dental insurance coverage and a stand-out parental leave. We make sure you have the best hardware, software and tools available for you to do your work, and we provide excellent flexibility for working remotely as time and responsibilities allow. Visit [our Built In Seattle page] for even more information.