Customer Service Executive - Fiber Services

Amdocs; Chicago (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

Amdocs in Chicago, IL is seeking a Customer Service Executive to lead end-to-end delivery for Fiber Services, ensuring operational excellence and customer satisfaction.

You will build executive relationships, align services with strategic objectives, and drive governance and continuous improvement across delivery teams in a dynamic telecom environment.

Qualifications

• 5–10+ years in service delivery or program management within fiber/telecom/utility deployment services.
• Strong background in telecom, network build, deployment, operations, and maintenance with direct fiber experience.
• Executive oversight to ensure performance against SLAs, commitments, quality targets, and customer expectations.
• Governance processes including forecasting, resource planning, risk management, financial reviews, and operational performance reporting.
• Monitor KPIs including production velocity, cycle times, quality, SLA compliance, permit performance, backlog management, and revenue realization.
• Champion automation, AI-enabled workflows, and data-driven decision making to improve delivery quality and scalability.
• Drive a culture of customer-centricity with transparency, responsive execution, and continuous improvement of customer experience.
• End-to-end program delivery expertise including planning, governance, and risk management.
• Engineering management or technical program management in utilities or telecom is desirable.
• SOW/change management and contract adherence.

Responsibilities

• Own full delivery lifecycle, including scope, schedule, risk, and quality management.
• Build trusted relationships with executive stakeholders, acting as a strategic advisor.
• Align services to customer objectives, priorities, and growth plans.
• Serve as the executive escalation point for delivery, commercial, and satisfaction matters.
• Promote automation, standardization, and AI adoption to improve outcomes.
• Provide strategic guidance to internal teams regarding customer priorities and evolving needs.
• Lead customer governance, reporting, and communication.
• Develop strong customer relationships and manage escalations.
• Drive continuous improvement, efficiency, and delivery best practices.

Skills

Fiber deployment

Telecom operations

Executive mgmt

Governance & reporting

Automation & AI

Resource planning

Customer experience

Risk management

SOW management

Job description

Amdocs helps the world’s leading communications and media companies deliver exceptional customer experiences through reliable, efficient, and secure operations at scale. We provide software products and services that embed intelligence into how work runs across business, IT, and network domains – delivering measurable outcomes in customer experience, network performance, cloud modernization, and revenue growth. With our talented people, and more than forty years of experience running mission-critical systems around the globe, Amdocs runs billions of transactions daily. Our technology is relied on every day, connecting people worldwide and advancing a more inclusive, connected world. Together, we help those who shape the future to make it amazing. Amdocs is listed on the NASDAQ Global Select Market (NASDAQ: DOX) and reported revenue of $4.53 billion in fiscal 2025. For more information, visit www.amdocs.com.

At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.

Position Summary

We are seeking a Customer Service Executive (CSE) for our Fiber Services Team! The CSE will be responsible for leading end-to-end delivery of customer programs, ensuring operational excellence and customer satisfaction while supporting expansion of the customer’s fiber deployment footprint through Amdocs’ advanced design, engineering, and operations services.

What you’ll do

• Own full delivery lifecycle, including scope, schedule, risk, and quality management.
• Build trusted relationships with executive stakeholders, acting as a strategic advisor to support business outcomes.
• Understand the customer’s strategic objectives, operational priorities, and growth plans, aligning Amdocs services to support desired business outcomes.
• Serve as the executive escalation point for delivery, commercial, and customer satisfaction matters.
• Promote automation, standardization, AI adoption, and process improvements that improve delivery outcomes and customer value.
• Provide strategic guidance to internal teams regarding customer priorities, expectations, and evolving business needs.
• Lead customer governance, reporting, and communication.
• Develop strong customer relationships and manage escalations.
• Drive continuous improvement, efficiency, and delivery best practices.

What you’ll bring

• 5–10+ years of experience in service delivery or program management within fiber or telecom or utility deployment services.
• Strong background in telecom, network build, deployment, operations, and maintenance services, with direct fiber experience required.
• Provide executive oversight of delivery operations to ensure performance against contractual commitments, service-level agreements, quality targets, and customer expectations.
• Lead governance processes including forecasting, resource planning, risk management, financial reviews, and operational performance reporting.
• Monitor and govern key performance indicators including production velocity, cycle times, quality, SLA compliance, permit performance, backlog management, customer experience metrics, and revenue realization.
• Champion automation, AI-enabled workflows, data-driven decision making, and delivery innovation initiatives designed to improve quality, productivity, scalability, and customer outcomes.
• Drive a culture of customer-centricity focused on responsiveness, transparency, predictable execution, and continuous improvement of customer experience.
• Expertise in end-to- end program delivery including planning, governance, financial oversight, and risk management.
• Engineering management or technical program management experience with utilities or fiber or telecom companies is highly desirable.
• Skilled in resource planning, utilization management, SOW/change management, and contract adherence.

Why Join Amdocs?

• Lead high-impact programs for a new and growing customer.
• Join a collaborative, innovative culture.
• Opportunities for growth in a rapidly expanding technology environment.

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to encouraging a diverse and inclusive workforce.