In-Office Operations & Service Delivery Lead

Optus, Inc.; Jonesboro, Northern (AR, KY); Hybrid; USD 45,957,000 - 51,577,000; Full time

Benefits offered by this job

401(k)

401(k) matching

AD&D insurance

Dental insurance

Disability insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Professional development assistance

Referral program

Tuition reimbursement

Vision insurance

Job summary

Optus, Inc. in Jonesboro, AR is seeking a Services Coordinator- Support to monitor service performance, manage escalations, and ensure SLAs are consistently met.

The role combines operations, analytics, and leadership to support cross-functional teams and drive continuous process improvements. The successful candidate will oversee workloads, produce reports, guide staff, and handle Tier 1 support and dispatch coordination, with 3–5 years in service delivery and strong communication skills.

Qualifications

• Bachelor's degree or equivalent experience; 3–5 years in service delivery, telecommunications, technology ops, or related field.
• Telecommunications or technology industry experience; call center/service desk a plus.
• Strong leadership, organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication with a customer-focused approach.
• Advanced proficiency in Microsoft Office, especially Excel and reporting tools.
• Ability to manage multiple priorities and analyze performance metrics in a fast-paced environment.
• Experience with SLA management, escalations, process improvement, and coaching is a plus.

Responsibilities

• Monitor service delivery workloads, queues, and performance to meet SLAs.
• Manage customer and internal escalations; ensure timely resolution and communication.
• Develop, maintain, and analyze operational reports, dashboards, and service metrics.
• Collaborate with cross-functional teams to support service delivery and efficiency.
• Identify operational challenges, perform root-cause analysis, implement corrective actions.
• Manage daily team scheduling and workload distribution for adequate coverage.
• Support customers directly via service reviews, follow-ups, Tier 1 support, and dispatch coordination.
• Coach and guide team members; identify training opportunities and development initiatives.
• Promote continuous improvement through process reviews and performance feedback.
• Model company values and maintain a customer-first mindset.

Skills

Leadership

Analytical thinking

Customer focus

Communication

Excel

Reporting tools

Project management

Education

Bachelor's degree or equivalent experience

Tools

Excel

Reporting tools

Job description

Optus, Inc. in Jonesboro, AR is seeking a Services Coordinator- Support to monitor service performance, manage escalations, and ensure SLAs are consistently met.

The role combines operations, analytics, and leadership to support cross-functional teams and drive continuous process improvements. The successful candidate will oversee workloads, produce reports, guide staff, and handle Tier 1 support and dispatch coordination, with 3–5 years in service delivery and strong communication skills.