Chief Operating Officer

Job Title: Chief Operating Officer

Position: Full Time, Exempt

Reports to: Chief Executive Officer

Location: Cleveland, OH

Salary Range: $150,000–$215,000

About DigitalC

DigitalC is a nonprofit technology social enterprise headquartered in Cleveland that has built and now operates America’s fastest-growing community-based broadband network. Our purpose is simple: we connect people. We deliver high-speed home internet and digital skills training at citywide scale in neighborhoods long underserved by traditional providers—proving that a nonprofit model can outperform legacy telecom approaches. In only 18 months, we completed the buildout of a citywide network and connected thousands of households, establishing what is now recognized nationally as The Cleveland Model.

Our mission is to bridge the digital divide—for good—by pairing world-class infrastructure with the systems and support residents need to fully participate in the digital age. We treat broadband access not as the foundation for opportunity, stability, and growth. Our vision is to change the world, one connection at a time.

Job Overview

The Chief Operating Officer will be responsible for enterprise-wide operational performance and execution across DigitalC’s broadband ecosystem. This role integrates Engineering, Network Operations, Install Operations, Information Technology and Growth into a coordinated, accountable operating model aligned with strategic and financial objectives.

The COO will lead the transition from rapid expansion to disciplined, repeatable performance ensuring demand generation, infrastructure capacity, and field execution are aligned and supported by responsible capital stewardship.

This leader will institutionalize operating cadence, strengthen middle management capability, and build the systems required to support sustained growth while reducing reliance on executive intervention.

. Key Responsibilities

• Enterprise Execution & Operating Model
  • Translate board and CEO priorities into coordinated, measurable operating plans
  • Establish performance dashboards, operating rhythms, and cross-functional accountability
  • Align customer acquisition with network readiness and install capacity
  • Strengthen forecasting, workforce planning, and operational transparency
• Infrastructure & Capital Stewardship
  • Ensure network reliability, uptime, and long-term scalability
  • Oversee capacity planning and responsible capital allocation
  • Improve proactive monitoring and enterprise visibility into performance
  • Provide operational oversight of DigitalC’s internal information technology systems and infrastructure
• Install & Field Operations
  • Increase technician productivity and routing efficiency
  • Improve order-to-activation cycle time
  • Strengthen safety standards and quality control to reduce repeat service work
• Growth & Activation Alignment
  • Coordinate marketing and acquisition efforts with operational throughput
  • Ensure sustainable growth pacing aligned with infrastructure capacity
  • Improve activation consistency and retention outcomes
• Tech Hive Operations
  • Oversee operational performance of DigitalC’s Tech Hive coworking and innovation space
  • Ensure strong operational coordination between Tech Hive activities and DigitalC’s broader technology and community initiatives
• Organizational Development
  • Build middle-management strength and decision-making clarity
  • Reduce executive dependency by embedding systems, structure, and accountability
  • Promote a culture of urgency, ownership, and mission-aligned performance

Qualifications

• 12+ years of senior operational leadership experience in telecom, broadband, infrastructure, utilities, field-service environments, or other operationally intensive environments
• Demonstrated success leading and scaling multi-functional teams during periods of organizational growth
• Experience overseeing infrastructure operations, field service delivery, or technical operations at scale
• Strong financial acumen with experience in operational forecasting, capital allocation, and cost discipline
• Experience balancing capital discipline with mission-driven impact
• Proven ability to build systems, processes, and performance management structures that support organizational scale
• Track record of developing middle-management capability and strengthening leadership accountability across teams
• Experience aligning operational execution with growth objectives and customer demand
• Ability to operate effectively in fast-paced environments while maintaining strong organizational discipline and transparency
• Commitment to mission driven work and an understanding of how technology infrastructure can expand opportunity in underserved communities

Benefits

We offer a comprehensive benefits package to support your health, financial security, and time away from work.

• Medical coverage for all full-time employees, with dental and vision coverage fully paid for employees and their dependents.
• Employer paid short and long term disability, life insurance, and AD&D coverage.
• 401(k) plan with a competitive company match.
• Generous paid time off, including vacation and paid holidays.

DigitalC is an equal opportunity employer and does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

I understand that DigitalC is an at-will employer and neither the completion of this application nor any other part of my consideration for employment establishes any obligation for DigitalC to hire me. If I am hired, I understand that either DigitalC or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of DigitalC has the authority to make any assurance to the contrary.