Supervisor, Implementations & Service Manager

Overview

“Customer Inspired” isn’t our slogan — it’s our driving force, and C Spire team members live it. We aim to engage the exceptional and embrace operational excellence to best deliver connectivity and technology solutions that advance our communities and customer’s lives. It’s a challenging goal, but we have a winning team that is looking to grow.

 

As the Supervisor, Implementations & Service Management, you will lead a high-performing team responsible for implementation and service management of our voice, data, and cloud-based solutions. You will oversee service delivery, drive automation and workflow enhancements, monitor key KPIs, and ensure an exceptional customer onboarding experience. Your leadership will be key to aligning internal teams and optimizing the customer lifecycle.

Responsibilities

What You Will Do

In all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection and deliver desired results.

• Lead, mentor, and supervise a team of Implementation Project Managers and Service Coordinators responsible for delivering voice, data, and cloud-based services.
• Manage project delivery timelines and ensure a seamless handoff from sales to service activation.
• Monitor and report on key performance indicators (KPIs), including Net Promoter Score (NPS), service delivery timelines, and quality metrics.
• Identify and implement workflow improvements using automation and AI-powered solutions to drive operational efficiency and reduce turnaround times.
• Partner with cross-functional teams (Sales, Engineering, NOC, Customer Success) to resolve issues and enhance the end-to-end customer experience.
• Provide coaching, development, and performance feedback to foster a high-performing and customer-focused team.
• Maintain accurate project documentation and internal tracking systems to ensure visibility and accountability.
• Use data to forecast workload, mitigate risks, and drive continuous improvement initiatives.
• Promote a culture of accountability, collaboration, and innovation across the team.
• Perform other duties and project support as assigned by leadership.

This position is an exceptional introduction to service management and project delivery, as there is plenty of room to grow and learn from outstanding individuals in the field. From ISM Supervisor you will have a perfect springboard into all areas of C Spire and develop robust career skills.

Qualifications

What You Will Bring

As a C Spire team member you will bring a relentless obsession to be the best in our industry and a winning mentality, determined to outsmart and outdo competitors. You will have a single-minded commitment to unbeatable internal customer and external candidate experience. To support our implementation and service management team you will have an unapologetic passion for innovation and technology and an uncompromising drive toward continuous improvement.

In addition to that, we require:

• Proven ability to manage service implementations, coordinate across departments, and deliver high-quality outcomes.
• At least 5 years of service implementation or related experience required.
• Strong understanding of project lifecycle management, provisioning processes, and customer onboarding.
• Excellent communication, problem-solving, and team-building skills.
• Experience with CRM and service platforms such as Salesforce, ServiceNow, or similar tools.
• Familiarity with automation tools and AI-based process enhancements.

We will give special consideration to candidates who have:

• Hands-on experience with VoIP, SIP, hosted voice, or managed network implementations.
• Working knowledge of BroadSoft, Webex, Cisco Meraki, or similar provisioning platforms.
• Experience analyzing operational data to produce better outcomes for KPIs and improve team performance.
• Exposure to AI tools or automation platforms used in workflow optimization.
• Proven experience formally or informally leading a team.
• Bachelor’s degree in Business, Information Technology, Telecommunications, or a related field.
• Master’s degree is a plus and may substitute for some experience.

What You Will Gain

A great workplace needs more than dental coverage, though we provide that and excellent health insurance. But that’s just the start. We make sure working at C Spire is the best career experience around. And Forbes has named us one of America's Best Midsize Employers multiple times because of it. We also offer:

• Competitive Compensation Package
• Blue Cross Blue Shield Health Insurance
• Employee Stock Ownership Program
• Tuition Assistance Programs
• Compli