MANAGER, SERVICE OPERATIONS

Company Overview

We’re Lumos, a provider of 100% Fiber Optic Internet, Total Home Wi-Fi, voice and streaming services across North Carolina and Virginia. We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, small businesses and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things- the future. Because whatever the future holds, we make if faster.
We are more than your average internet company. Our customers enjoy the fastest fiber speeds available built on a network they can truly count on – all backed by local, expert customer care teams. We know that fast, reliable Internet is what our customers need to stay connected to the things that matter. That continuous connection is our commitment to our community.

The Position
The Manager, Service Operations has responsibility for ILEC/CLEC Service Operations and the oversight of supervisors (and the employees and contractors reporting to them) in a specific region within the Lumos footprint. Directly responsible for maintaining excellent customer service, adhering to customer-driven schedules are often accelerated due to customer request. This position requires 24X7 availability and is normally the first/second call person in Service Operations to respond to and coordinate solutions to customer service issues after hours. The Manager, Service Operations is responsible for maintaining proper service and safety standards as required by the State Corporation Commission, industry standards, manufacturer specifications, OSHA, National Electric Safety Code, NCDOT and local building codes. Accountable for CAPEX and OPEX budgets under their areas of responsibility. They are also accountable for multiple service quality standards including Troubles/100 Lines, Repeat Troubles, Drop Wire Troubles, Inside Wire Troubles and certain SCC Complaints for the South Carolina region.

Duties & Responsibilities

• Oversight for all customer premise installations and repairs including required premise equipment (DLCs, IADs, Smart Jacks, etc.) for TDM, VoIP, and data services through T1-level services.
• Management of supervisors, including quality assurance, safety, productivity monitoring, training, and budget monitoring.
• Develop employees from a careering perspective; coach employees on a regular basis and drive progressive disciplinary action up to and including termination employee coaching (and corrective action up to termination as needed) to ensure superior customer service.
• Routine field visits.
• Customer service (timely problem resolution and service quality monitoring) including end user consultations, compliance reviews of vendor provided services and coordination of appropriate installation and repair activities.
• Perform administrative duties including managent of employee timesheets and contractor invoicing, differentiating between capital and operational expenses, installation and repair calendar scheduling, approving invoices, and supporting invoice audits.
• Special projects and serving on Lead Teams.

Qualifications

• Education: Bachelor’s degree in a technical field or equivalent job experience.
• Experience: Minimum of (10) ten years’ experience in telecommunications or equivalent. Previous supervisory/team leader experience or have demonstrated leadership skills.
• Key Competencies: Computer competence, demonstrated leadership behaviors, organizational /project management skills, ability to maintain flexibility in a fast paced, ever-changing environment, and an ability to manage multiple projects at the same time. Exceptional customer and employee relations skills, as well as verbal and written communication skills.

Employee Benefits:
Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off and 12 Paid Holidays / Personal Days.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Salary : $88,400 - $112,000