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 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

#LI-MB1

Additional Information

WHY JOIN US?

** 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. Why? Because our purpose is to reimagine how people work, learn, play and connect!

** 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. We are committed to building a team as diverse as the customers we serve.

** Diversity, equity and inclusion** are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer

WHY JOIN US?

** We aspire to contemporary ways of working.**

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

** 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.

Inclusion and belonging _ are at the center of our grounding belief in Being Real._

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice