Manager, Service Assurance

Vacation Tree; Charlotte (NC); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Brightspeed is seeking a driven Manager, Service Assurance to lead a team of technicians responsible for proactive and reactive network repair, surveillance, and restoration of service. You will work across customers, vendors, and internal groups to deliver superior service.

You will schedule daily activities, manage staffing, monitor performance, and handle escalations to ensure objectives are met. This senior role emphasizes process improvement and cross-functional collaboration in a hybrid

Qualifications

• 10+ years of related experience.
• Understanding of Transport and internetworking technologies.
• Exemplary verbal and written communication skills.
• Ability to develop and implement new processes to increase productivity.
• Experience in a 24/7 repair/call center environment.
• Proficiency with PC applications

Responsibilities

• Schedule day-to-day activities and assign tasks.
• Ensure adequate staffing and train employees.
• Monitor performance and conduct formal reviews.
• Act as primary escalation contact and drive resolution.
• Plan and implement new procedures promptly.
• Promote effective communication and policy adherence.
• Review reports and take corrective action to meet objectives.
• Administer policies and monitor costs and methods.
• Ensure timely execution of functions per specs.
• Be available for after-hours escalations (on-call).

Skills

Networking knowledge

Communication

Leadership

Process improvement

Microsoft Office

Repair Center experience

Education

Associate's degree or related field

Tools

Microsoft Office

Microsoft Outlook

Microsoft Teams

Job description

We are looking for a driven, creative, experienced, and energetic Manager to join our Service Assurance team.

Operating in a highly cross-functional environment, this role is influential and has an ability to make an immediate, significant impact on the business. This role focuses on supporting Enterprise and Wholesale customer accounts.

You will provide direct supervision to a team of technicians providing proactive and reactive network repair, surveillance, monitoring, troubleshooting, coordination, and restoration of service-affecting or potentially affecting network events/issues. Technicians frequently collaborate with Customers, Vendors, Local Exchange Carriers and other internal Brightspeed workgroups. You will be responsible for providing Superior Service to our growing customer base.

As Manager, Service Assurance, Your Duties Will Include:

• Schedule day-to-day activities. Assigns tasks, checks work, develops schedules and may perform individual tasks related to group
• Ensure that adequate staffing is in place to manage the work function assigned to the position's area of responsibility. Assists in the selection and training of employees within the center
• Monitor individual employee performance on an ongoing basis. Conduct formal reviews with employees under this position's supervision, as required in the Company's policy on performance evaluation.
• Act as the primary point of contact on issues that require escalation. Manage escalations, provide updates to escalations, own and drive resolution within team our outside team. Monitors, evaluates, and takes corrective action necessary to meet or exceed objectives assigned to his or her area of responsibility.
• Assist in planning and implementing new procedures promptly, allowing employees the ability to fulfill their responsibilities
• Promote good employee relations through effective communication and support of Company, Network, and department policies
• Review daily reports relating to area of responsibility, taking corrective action required to obtain objectives. Reports issues that can affect the overall performance of the team. Review and/or provide weekly and monthly reports to management on team metrics and performance.
• Administer company policies and monitors the daily results, costs, and methods of the work group
• Ensure that all functions are performed in a timely fashion and meet corporate and departmental specifications
• Be available for after hour's escalations/engagement by employees, customers, or management (On Call rotation duties)

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality...designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• 10+ years of related experience
• Basic or better understanding of Transport and Internetworking technology to include DDS, DS0, DS1, ISDN PRI, DS3, Ethernet Sonet, Optical
• Exemplary verbal and written communication skills. Must have the ability to engage in written and verbal communications with all levels of Brightspeed employees, customers, and partners
• Self-development orientation, initiative, delegation, development of subordinates and setting of work standard
• Knowledge of PC applications (Microsoft Office, Microsoft Outlook, Microsoft Teams)
• Demonstrate high personal work standards
• Must be able to develop and implement new processes and procedures that will increase productivity while lowering cost
• 24/7 Repair Call Center Experience (including nights, weekends, holidays)

BONUS POINTS FOR:

• Associate's degree in a related field or equivalent work experience plus 10+ years of relevant experience
• Previous lead or supervisory experienceProven ability to work in a dynamic team environment with ever changing requirements and ability to adapt quickly to those changes

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We meet you where you are...wherever you are, by providing sensible remote and hybrid work arrangements. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We Offer Competitive Compensation And Comprehensive Benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer

Please be advised that Brightspeed (Connect Holding LLC) requires its employees to be fully vaccinated against COVID-19, subject to the Company's legal obligations including potentially accommodating an employee's sincerely held religious beliefs or medical condition.

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We Offer Competitive Compensation And Comprehensive Benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [e-mail] to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed's Privacy Notice for California Residents
• Brightspeed's Privacy Notice