Operations Service Manager

Summary

Join Brightspeed as an Operations Service Manager and make an immediate impact on our life and safety customer support. Reporting to the Manager, Strategic Customer Experience, you will be the primary point of contact for technical, operational, and escalated issues. This role requires analyzing outage trends, developing contingency plans, collaborating with sales and engineering teams, and providing service assurance and delivery support. You will manage customer interactions from order to billing, promote revenue growth and customer satisfaction, and participate in quarterly board reviews. The position demands 24/7 support availability as needed and strong leadership skills in a fast-paced environment.

Requirements

• 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
• 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 collaboratively with marketing, sales, and channel management colleagues to support revenue growth
• Must have strong leadership skills and is a Professional, responsive, and a good team player
• Ability to work under pressure to tight deadlines
• Strong customer focus and excellent attention to detail

Responsibilities

• 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

Benefits

• We offer competitive compensation and comprehensive benefits
• Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health
• Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits
• We aspire to contemporary ways of working
• We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We meet you where you are...wherever you are, by providing sensible remote and hybrid work arrangements