Operations Service Manager

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed is looking for a driven, creative, experienced, and energetic leader to join our team and help support our life and safety customers. As Operations Service Manager, you will report directly to the Manager, Strategic Customer Experience. You will operate in a highly cross-functional environment. You will have the ability to make an immediate, significant impact on the business. You will focus on supporting and maintaining a critical customer base of PSAP and 911 customers.  The OSM be the primary point of contact for all of the customer technical, operational, and escalated issues supporting this customer base.

As Operations Service Manager, you will have the following duties:

• Analyze customer/network outage trends to identify actionable steps to improve service performance and initiate mitigation strategies to prevent or lessen the impact of future occurrences
• Act as a supplemental technical resource to assist in the development and testing of contingency plans
• Participate with the Brightspeed sales and sales engineering team to create diversity and disaster recovery plans for the customer
• Provide support, coordination, and guidance on service assurance and service delivery processes and promote process improvement
• Deliver data and feedback to other internal organizations on chronic facility shortages and performance issues
• Provide Operations reviews, Service Level Agreement (SLA) management, chronic ticket management, change management, contact management, and Reason for Outage (RFO) delivery in a formal format, with legal review as required
• Initiate mitigation strategies to prevent or lessen the impact of future service impacting occurrences
• Manage interactions from the customer order through billing to ensure highest levels of customer satisfaction
• Promote revenue growth, retention, and overall customer satisfaction
• Participate in Quarterly Board Reviews
• Serve as the conduit and escalation point for exception problem management of customer issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects, and billing
• Communicates order status to customers via conference calls, emails, and phone calls
• Addresses customer requests, complaints and issues regarding their service order and delivery in a timely manner
• Meet learning, development and personal growth objectives to provide a superior customer experience
• 24/7 support availability as needed

Qualifications

PROFESSIONAL SUCCESS COMPETENCIES:

• Communicating - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external
• Problem Solving and Decision Making – Identifying issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, & chooses a course of action
• Driving for Results - Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed
• Client & Partner Relationships - Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s Degree
• 10+ years in the telecommunications industry
• Must have leadership experience in a similar role at a prior telecommunications company supporting PSAP 911, Enterprise, Wholesale customer base
• Executive level presence and able to talk and present to C-level
• Extensive knowledge of TDM and IP based voice and data services
• Knowledge of Public Safety rules and regulations
• Must be able to work in a fast-paced environment, and work collaborat