Sales Support Senior Leader: Customer Experience & Ops

Lumos; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

Bonus options

Paid Time Off

HSAs and FSAs

Life and disability insurance

Employee Assistance Program

401K with employer contribution

Wellness program

Discounts on Lumos Fiber Internet

Job summary

Lumos is seeking a Senior Manager of Sales Support to lead teams responsible for turning Business, Enterprise, and MDU sales into a seamless customer experience. You will oversee sales order management, service delivery coordination, and call center operations to move orders from sale to delivery with quality and SLA adherence.

You will develop a high-performing team, partner across Sales, Engineering, Field Operations, and other groups to remove roadblocks and build scalable processes in a

Qualifications

• 6+ years of experience in Business Sales Support, Service Delivery, sales operations, or a related function.
• 3+ years of leadership experience managing and developing teams.
• Experience supporting Business, Enterprise, or MDU customers within telecommunications or a similar service-based environment.
• Experience leading call center or service delivery operations with responsibility for staffing, productivity, quality, and performance.
• Demonstrated success improving sales order or service delivery processes to increase efficiency and reduce cycle times.
• Comfortable partnering across Sales, Engineering, Field Operations, and other teams to solve problems and improve the customer experience.

Responsibilities

• Lead, mentor, and develop Sales Support teams for performance and growth.
• Oversee daily Service Delivery Call Center operations, staffing, scheduling, and payroll.
• Establish and monitor productivity goals and KPIs.
• Analyze performance and adjust staffing and workflows.
• Improve sales order processes to reduce lifecycle times while ensuring accuracy and SLA.
• Use Calabrio, Five9, and other tools to monitor performance.
• Collaborate across teams to keep customer orders moving.
• Communicate process changes clearly across the team.
• Lead cross-functional projects tied to goals and customer experience.

Skills

Sales Support leadership

Call Center Operations

KPIs & Productivity

Process Improvement

Cross-Functional Collaboration

Data Analysis

Communication

Tools

Calabrio

Five9

Job description

Lumos is seeking a Senior Manager of Sales Support to lead teams responsible for turning Business, Enterprise, and MDU sales into a seamless customer experience. You will oversee sales order management, service delivery coordination, and call center operations to move orders from sale to delivery with quality and SLA adherence.

You will develop a high-performing team, partner across Sales, Engineering, Field Operations, and other groups to remove roadblocks and build scalable processes in a