Sr. Manager - Sales Support

Lumos Fiber; High Point (NC); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Bonus options

Paid time off

HSAs and FSAs

Life and disability insurance

Employee assistance program

401K with employer match

Wellness program

Employee referral bonuses

Employee discounts

Job summary

Lumos Fiber is seeking a Senior Manager of Sales Support to lead Business, Enterprise, and MDU teams, ensuring seamless order-to-delivery experiences. You will drive coaching, performance KPIs, and scalable processes in a fast-moving environment.

In this hands-on leadership role, you will partner with Sales, Engineering, and Field Operations to resolve issues, improve order lifecycles, and deliver exceptional customer experiences, while building a high-performing team across multiple channels

Qualifications

• Experience leading sales support teams, including coaching and development of staff.
• Strong track record establishing KPIs, productivity goals, and SLAs.
• Experience with call center platforms like Calabrio/Five9 or similar.
• Able to analyze performance data to drive improvements.
• Excellent cross-functional collaboration skills across Sales, Engineering, and Operations.

Responsibilities

• Lead, mentor, and develop Sales Support teams across Business, Enterprise, and MDU.
• Oversee Service Delivery Call Center operations, including staffing, scheduling, and payroll.
• Set and monitor productivity goals and KPIs for the team.
• Analyze workload and adjust staffing to meet demand and timelines.
• Improve sales order processes to shorten cycle times while ensuring accuracy.
• Utilize Calabrio and Five9 to monitor performance and adherence.
• Partner with Sales, Service Delivery, Engineering, and Field Ops to resolve issues.
• Communicate changes and updates clearly across the team.
• Identify and implement process improvements for efficiency and scalability.
• Lead cross-functional projects aligned to business goals and customer experience.

Skills

Sales support

Leadership

KPIs

Call center

Process improvement

Cross-functional

Analytical thinking

Communication

Tools

Calabrio

Five9

Job description

As a Senior Manager of Sales Support, you'll lead the teams responsible for helping turn Business, Enterprise, and MDU sales into a seamless customer experience. You'll oversee sales order management, service delivery coordination, and call center operations, ensuring customer orders move efficiently from sale through delivery while meeting quality, productivity, and service expectations. You'll lead and develop a high-performing team, improve how work gets done, and partner across Sales, Engineering, Field Operations, and other teams to remove roadblocks and strengthen the customer experience. This is an opportunity for a hands‑on leader who enjoys developing people, solving operational challenges, and building scalable processes in a fast‑moving environment.

Why Lumos

Lumos is transforming the future of connectivity by building one of the nation's fastest-growing 100% Fiber Optic networks. Through T-Fiber, our joint venture with T‑Mobile, we're working toward a shared goal of connecting 12 to 15 million homes by 2030 while expanding access to reliable, high‑speed internet in the communities we serve. Here, you'll find more than a job, you'll have the opportunity to make an impact, take ownership of your work, and help shape how we grow. We move quickly, collaborate across teams, and believe the best ideas come from people who are curious, solutions‑oriented, and ready to build what's next.

What You'll Do

• Lead, mentor, and develop Business, Enterprise, and MDU Sales Support teams, setting clear expectations and creating consistent coaching and feedback to support performance and growth.
• Oversee daily Service Delivery Call Center operations, including staffing, scheduling, call volume, adherence, payroll, overtime, and PTO, while serving as a key resource for employees.
• Establish and monitor productivity goals and KPIs, including cutover intervals, ON Tracks, service delivery timelines, and other performance measures.
• Analyze team performance, revenue targets, workload, and operational demands to adjust staffing, priorities, and workflows as needed.
• Improve sales order processes to reduce order lifecycle times while maintaining accuracy, quality, SLA compliance, and a positive customer experience.
• Use Calabrio, Five9, and other operational tools to monitor adherence, quality, productivity, and overall team performance.
• Partner across Sales Support, Service Delivery, Engineering, Field Operations, and other teams to resolve issues and keep customer orders moving.
• Communicate process changes, business updates, and expectations clearly and consistently across the team.
• Identify, test, and implement process improvements that increase efficiency, scalability, and customer satisfaction.
• Lead and support departmental and cross‑functional projects tied to business goals, operational improvements, and the customer experience.

What You'll Bring

• Solid understanding of sales order workflows, call center operations, and Business, Enterprise, and MDU service delivery.
• Proven ability to lead, coach, and develop teams while setting clear expectations and addressing performance gaps.
• Experience establishing and managing KPIs, productivity goals, staffing needs, and service‑level expectations.
• Experience with Calabrio, Five9, or similar workforce management and call center platforms.
• Strong analytical and problem‑solving skills with the ability to use performance data to identify trends and drive improvements.
• Excellent communication and relationship‑building skills with the ability to work effectively across teams and levels of the organization.
• Ability to manage multiple priorities, make sound decisions, and adapt quickly in a fast‑paced environment.

What Makes You a Great Fit

• 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 centre 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.

Physical Requirements

• Constantly operates computer, keyboard, and related peripherals.
• Frequent sedentary periods using computer, keyboard, and other peripherals.
• Near‑constant use of sight, speech, hearing, comprehension, and reasoning.

Benefits & Perks

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We Have

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off & Paid Holidays.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer‑paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self‑directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

Applicant Eligibility Notice

Applicants must be at least eighteen (18) years of age at the time of application.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job‑related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.