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Supervisor - Service Operations

3 weeks, 1 day ago
United States
Full-time
Senior
Operations Manager
Customer and Technical Support
Apply Now
Lumos

Lumos

Lumos provides 100% Fiber Optic Internet for homes, businesses, and communities in NC, VA, and SC, offering fast and reliable connectivity for the future.

Diversified Telecommunication Services
251-1K
Founded 2011
$150M raised
View All Jobs 4

Description

  • Supervise employees and contractors delivering onsite installation, troubleshooting, and customer service.
  • Lead day-to-day operational activities for the service operations department.
  • Manage service quality, productivity, safety, and budget adherence against SLAs and other performance targets.
  • Create and present reports on service metrics and operational performance.
  • Provide direction to managers and supervisors on quality assurance, training, safety, and productivity monitoring.
  • Conduct customer site visits to gather feedback and assess installation or repair experiences.
  • Review vendor-provided services for compliance and coordinate installation and repair activities.
  • Manage employee timesheets, contractor invoicing, invoice approvals, and invoice audit support.
  • Establish team goals, objectives, priorities, and performance measures.
  • Evaluate employee performance and recommend training, counseling, policy, and process improvements.

Requirements

  • 6+ years of telecommunications service operations experience required.
  • High school diploma or equivalent required; bachelor's degree preferred.
  • Must reside within 1 hour of Louisville, KY.
  • Must be available for remote work with on-site responsibilities in the Louisville, KY market as needed.
  • Valid, fully unencumbered driver's license required.
  • Ability to travel to various worksites and service locations as needed.
  • Experience leading people, major projects, or initiatives.
  • Strong written and verbal communication skills.
  • Excellent customer service, interpersonal, time management, and organizational skills.
  • Ability to work independently, stay flexible in a fast-paced environment, and manage multiple priorities.
  • Ability to operate a computer, keyboard, and related peripherals.
  • Experience with telecom service standards, safety requirements, and compliance frameworks such as OSHA, NESC, DOT, and local building codes (preferred/required by role context).

Benefits

  • Company vehicle and mobile phone provided.
  • Comprehensive health, dental, and vision coverage.
  • Competitive compensation with bonus options for eligible positions.
  • Paid time off and paid holidays.
  • Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
  • 100% employer-paid life and disability insurance.
  • 401(k) plan with up to 5% employer contribution and a self-directed brokerage option.
  • Wellness program with education and cash incentives.
  • Employee Assistance Program (EAP) with professional support.
  • Employee referral bonuses and employee discounts on Lumos Fiber Internet.

Interested in this position?

Apply directly on the company website

Apply Now

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