Operations & Workforce Planning Analyst

Classification: Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities.

Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement-empowering every team member to make a meaningful impact.

The analyst will oversee contractor invoice controls, identify operational and financial improvement opportunities, develop and maintain workforce management models, and produce a variety of field operations and customer care performance reports. The role also supports monthly operational and financial review processes for Field Operations and Customer Care leadership.

Contractor Invoice Controls - Field Operations & Customer Care

• Review, validate, and approve contractor invoices to ensure accuracy, compliance with contractual terms, and alignment with operational agreements
• Streamline invoice coding and end?to?end invoice processing to improve efficiency and reduce errors
• Develop, maintain, and enhance invoice tracking and accrual processes to ensure timely and accurate financial reporting
• Partner with Finance and Procurement to resolve invoice discrepancies, improve controls, and continuously optimize invoice workflows

Workforce Management & Planning - Field Operations & Customer Care

• Maintain and enhance workforce planning models to forecast labor needs based on volume, geography, service type, and operational demand
• Analyze productivity, utilization, and capacity metrics and recommend staffing and resourcing adjustments to meet service and cost targets
• Support scheduling optimization and labor cost management initiatives to improve operational efficiency
• Provide back up to Customer Care WFM

Operating Performance Reporting - Field Operations & Customer Care

• Develop, maintain, and distribute recurring and ad hoc performance reports for Field Operations and Customer Care
• Headcount analysis for Customer Care and detailed analysis for Field Operations
• Translate operational data into actionable insights and recommendations to support continuous improvement initiatives
• Automate reporting and analytics processes using tools such as Excel, Tableau, or similar platforms
• Prepare and present key findings, trends, and performance insights to senior leadership as part of monthly and ongoing operating reviews

• Bachelor's degree in Business, Finance, Operations, or related field.
• 5+ years of experience in operations analysis, workforce planning, or financial controls.
• Strong analytical and problem-solving skills.

• Proven track record delivering complex data and analytic projects that support monthly operating reviews and drive improvements in operational performance and customer experience.
• Proficiency in Excel and data visualization tools (Tableau, Power BI etc.).

• Experience with contractor management and field service operations preferred.

• Ability to influence decision-making through data-driven insights and executive-ready communications

Preferred Skills:

• Familiarity with ERP systems and invoice processing platforms.
• Knowledge of telecommunications or utility industry operations.
• Ability to work cross-functionally and communicate effectively with field teams and corporate stakeholders.

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Pay range (commensurate with skills and experience): $85,000 - $95,000 Annual Salary

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.