Commercial Operations Lead: Service Delivery & Support

Socket Telecom LLC; Columbia Township (MO); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Competitive pay & bonus

Benefits package (medical, dental, vis

401k with match

Free fiber service

Tuition reimbursement

Counseling services

Community engagement

Job summary

Socket Fiber is seeking a Manager of Commercial Operations to lead the Business Customer Support and Business Service Delivery teams, driving exceptional service throughout the customer lifecycle.

You will coordinate across Sales, Engineering, Network Operations, and Implementation to ensure timely provisioning, installation, and issue resolution for commercial clients, while coaching and developing a high-performing, customer-focused team.

Qualifications

• Bachelor’s degree in business, telecommunications, operations management, or related field, or equivalent experience.
• Five or more years of leadership experience in customer support, operations, telecommunications, or service delivery.
• Proven experience managing customer-facing teams.
• Strong project management and organizational skills.
• Excellent verbal and written communication abilities.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Proficiency with CRM, ticketing, and operational reporting systems.

Responsibilities

• Lead and develop Business Customer Support and Business Service Delivery teams to deliver outstanding service.
• Establish performance metrics, accountability, and coaching for team members.
• Recruit, train, and develop staff to build a high-performing, customer-focused culture.
• Conduct regular one-on-one and team meetings and performance reviews.
• Oversee end-to-end service delivery, provisioning and installation coordination for commercial customers.
• Coordinate with Sales, Engineering, Network Operations, and Implementation teams to ensure timely service.
• Monitor queues, service levels, and escalate issues to maintain responsiveness.

Skills

Leadership

Operations management

Project management

Customer service leadership

Communication

Education

Bachelor's degree in business/telecommunications/operations management or related field

Tools

CRM systems

Ticketing systems

Operational reporting tools

Job description

Socket Fiber is seeking a Manager of Commercial Operations to lead the Business Customer Support and Business Service Delivery teams, driving exceptional service throughout the customer lifecycle.

You will coordinate across Sales, Engineering, Network Operations, and Implementation to ensure timely provisioning, installation, and issue resolution for commercial clients, while coaching and developing a high-performing, customer-focused team.