Commercial Operations Leader - Customer Delivery

Socket Telecom LLC.; Columbia Township (MO); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay + bonus potential / or

Medical, dental, vision, life, and 401

Free fiber service

Tuition reimbursement

Community engagement opportunities

Culture that values results, effort, &

Job summary

Socket Fiber is seeking a Manager of Commercial Operations to lead Business Customer Support and Business Service Delivery, coordinating with Sales, Engineering, Network Operations, and Implementation teams to deliver timely, accurate service for commercial clients.

The ideal candidate will have 5+ years of leadership in telecom or service delivery, strong project management, and proven ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent experience in business, telecommunications, operations management, or related field.
• Five+ 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

• Provide leadership, coaching, and performance management for Business Customer Support and Business Service Delivery personnel.
• Establish clear expectations, performance metrics, and accountability standards for team members.
• Recruit, train, and develop employees to build a high-performing, customer-focused culture.
• Conduct regular one-on-one meetings, team meetings, and performance reviews.
• Develop succession plans and career development opportunities for team members.
• Oversee support activities for commercial customers.
• Ensure timely resolution of customer inquiries, service issues, billing concerns, and escalations.
• Monitor support ticket queues and service levels to maintain exceptional responsiveness.
• Develop processes that improve customer satisfaction and reduce customer effort.
• Identify recurring customer issues and implement corrective actions.
• Lead the end-to-end implementation process for new commercial services.
• Coordinate installation schedules and project milestones across internal departments and external partners.
• Ensure accurate order entry, provisioning, and service activation.
• Manage customer communications throughout the implantation process.
• Monitor installation timelines and proactively address delays or obstacles.

Skills

Leadership

Project management

Communication

Prioritization

Education

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

Tools

CRM systems

Ticketing systems

Operational reporting systems

Job description

Socket Fiber is seeking a Manager of Commercial Operations to lead Business Customer Support and Business Service Delivery, coordinating with Sales, Engineering, Network Operations, and Implementation teams to deliver timely, accurate service for commercial clients.

The ideal candidate will have 5+ years of leadership in telecom or service delivery, strong project management, and proven ability to manage multiple priorities in a fast-paced environment.