Network Operations Director

Job Description

We are seeking a highly motivated Network Operations Director to lead the overall performance, reliability, and operational excellence of RF Connect's Managed Services Network Operations Center (NOC). This leadership role oversees network monitoring, incident response, service assurance, and operational support across Radio Access Network (RAN), Packet Core, and Backhaul environments.

The Director will be responsible for maintaining high levels of network availability and customer satisfaction while ensuring service level commitments are achieved. In addition to operational leadership, this individual will serve as a senior customer-facing representative for key managed services accounts, participating in service reviews, escalations, and strategic customer discussions.

The ideal candidate possesses deep experience managing wireless network operations teams, strong technical expertise in cellular network infrastructure, and a demonstrated ability to lead customer-facing service organizations. Experience working for or supporting major wireless carriers such as AT&T, T-Mobile, Verizon, DISH Wireless, or similar mobile network operators is highly preferred.

To be successful in this role you should have prior business-to-business customer support experience, have a tenacious customer-focused attitude, and have a strong knowledge base in order to manage and grow our Managed Services portion of our business. In this role you will report to our General Manager of Operator Services in our Farmington Hills, MI headquarters office. This position is eligible for a hybrid work schedule with regular weekly travel to the headquarters office, as outlined in our Hybrid/Remote Work Policy. We will also consider remote applicants residing in the Dallas-Fort Worth metro area.

What You'll Do (responsibilities)

Network Operations Leadership & Infrastructure Management (approx. 70-80% of the role)

• Lead all NOC operations supporting RAN, Packet Core, and Backhaul environments.
• Manage network performance, availability, and service assurance activities.
• Direct incident response, escalation management, and root-cause analysis efforts.
• Establish and monitor operational KPIs, SLAs, and service metrics.
• Drive continuous improvement initiatives and operational automation.
• Oversee staffing, scheduling, performance management, and development of NOC personnel.
• Partner with engineering teams on capacity planning, network optimization, and technology upgrades.
• Ensure operational readiness for LTE, 5G, CBRS, private wireless, and IoT deployments.

Customer & Service Management (approx. 20-30% of the role)

• Serve as the senior operational contact for managed services customers.
• Participate in customer escalations and critical issue resolution.
• Conduct periodic service reviews and operational business reviews.
• Communicate network performance and service metrics to customers.
• Support customer retention and growth through exceptional service delivery.
• Collaborate with Sales and Operations leadership on customer satisfaction initiatives.

Qualifications

Experience You Have

• 8+ years of telecommunications industry experience in IT, telecommunications, or managed services operations.
• 5+ years managing NOC, service assurance, network operations, or managed services teams.
• Demonstrated experience supporting cellular wireless networks, including RAN, Packet Core, and Backhaul environments.
• Experience leading 24x7 operational support organizations.
• Experience managing customer-facing service delivery and escalation processes.
• Experience with AT&T, T-Mobile, Verizon, DISH Wireless, UScellular, Ericsson, Nokia, Samsung, Mavenir, or similar wireless carrier/vendor environments, highly preferred.
• Experience supporting LTE, 5G, CBRS, private wireless, or neutral host networks, highly preferred.

Technical Skills You Have

• Knowledge of telecommunications infrastructure, networking, managed services environments, 3GPP, RAN, Packet Core, etc.
• Experience with network monitoring tools, Remote Monitoring & Management (RMM) platforms, and ticketing systems.
• Familiarity with network performance metrics, incident management, and service level management.

Core Competencies

• Network Operations Management
• Managed Services Delivery
• SLA Management
• Incident Management
• Client Relationship Management
• Telecommunications Infrastructure
• Network Monitoring and Performance Optimization
• Technical Account Management
• Cross-functional Leadership
• Project Management
• Data-driven decision making

Educational/Vocational Training You Have

• Bachelor’s degree (or higher) in electrical engineering, computer science, or related field, or an equivalent combination of experience, certifications, or other technical training.
• Any relevant certifications are a plus.

Environmental/Physical Demands

• Must be capable of lifting within regulatory limits
• This position sometimes operates in commercial construction sites, hospitals, and occupied commercial & government buildings. Some activities require the use of a ladder or lift and standing or walking for extended periods of time. When in the office uses standard office equipment such as computers, phones, photocopiers, etc.

Additional Information

Job Type: Full-time
Job Location: Farmington Hills, MI, USA or Dallas-Fort Worth, TX, Metro area; only US-based candidates with US work authorization considered, no outside recruiters 
Education Level: 4-year college degree (or equivalent)
Travel: Occasional national travel required, as needed to support the business/department & customer site locations

Compensation Package

• Competitive, commensurate with experience
• Health benefits
• HSA w/ company matching
• 401k w/ company matching
• PTO w/ rollover

All of your information will be kept confidential according to EEO guidelines.