Supervisor - Service Operations

Lumos; Spartanburg (SC); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Bonus options for eligible positions

Paid Time Off & Paid Holidays

401K with employer contribution up to

Wellness program

Job summary

Lumos is seeking a full-time Supervisor – Service Operations to lead service teams during onsite installations and troubleshooting, ensuring a professional customer experience. The role will work under the Manager – Service Operations and collaborate with leadership to streamline operations.

The ideal candidate has 6+ years of Service Operations experience in telecommunications, strong leadership, and the ability to travel to various worksites or service locations.

Qualifications

• 6+ years’ Service Operations experience in telecommunications required.
• High school diploma or equivalent required; Bachelor’s degree preferred.
• Able to travel to various worksites or service locations as the job requires.
• Proactive, independent, and ability to take initiative to keep on-task and on-target.

Responsibilities

• Supervises teams in the achievement of service and quality objectives, maintains alignment with budgets and SLAs, and creates and present reports about service metrics, embodying Lumos’s servant leadership model.
• Demonstrates leadership and vision managing people, major projects, and initiatives.
• Provides direction to managers and supervisors in areas of quality assurance, safety, productivity monitoring, training, and budget & SLA adherence.
• Performs proactive and reactive field visits: assessing customer service with site visits to customers to obtain their feedback on their experience with tech installation or repair, perform compliance reviews of vendor-provided services, and coordinate appropriate installation and repair activities.
• Performs administrative duties including management of employee timesheets and contractor invoicing, differentiating between capital and operational expenses, installation and repair calendar scheduling, approving invoices, and supporting invoice audits.
• Ensures teams follow service and safety standards as required by State Corporation Commission, industry & manufacturer guidelines, OSHA, National Electric Safety Code, Departments of Transportation, and local building codes covering our multi-state network.
• Responsible for managing the overall operational and daily activities of the department: planning and implementing systems that support the work and fulfill the mission and goals of the department efficiently and effectively.
• Supports Manager in budget adherence as well as multiple service quality standards including Troubles/100 Lines, Repeat Troubles, Drop Wire Troubles, Inside Wire Troubles and certain levels of complaints.
• Works with day-to-day fiduciary functions to ensure effective expense measures are in place.
• Ensures operational efficiencies along with accountability and adherence to departmental policies and procedures for his/her team.
• Establishes performance measures, goals, objectives, and priorities for team.
• Evaluates employee work performance; identifies appropriate training and counseling opportunities when needed in partnership with leadership and HR team.
• Evaluates and recommends changes and improvements to management regarding departmental policies, procedures, and issues to improve productivity and efficiencies.
• Performs other duties as assigned including departmental and cross-functional projects.

Skills

People leadership

Customer service

Communication skills

Time management

Organizational skills

Project management

Teamwork

Education

High school diploma or equivalent

Bachelor's degree preferred

Job description

Lumos is looking for a full-time Supervisor – Service Operations! If you’re experienced as a leader in telecom service operations who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

The Supervisor – Service Operations leads employees and contractors that ensure our customers have a professional experience when we’re onsite installing service or troubleshooting, all supported by the Manager – Service Operations and wider leadership team.

***This is a remote position with on-site responsibilities within Spartanburg, SC market when needed. Candidates must reside within 1 hour of Spartanburg, SC .Valid, fully unencumbered Driver’s License required.***

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:

• Supervises teams in the achievement of service and quality objectives, maintains alignment with budgets and SLAs, and creates and present reports about service metrics, embodying Lumos’s servant leadership model.
• Demonstrates leadership and vision managing people, major projects, and initiatives.
• Provides direction to managers and supervisors in areas of quality assurance, safety, productivity monitoring, training, and budget & SLA adherence.
• Performs proactive and reactive field visits: assessing customer service with site visits to customers to obtain their feedback on their experience with tech installation or repair, perform compliance reviews of vendor-provided services, and coordinate appropriate installation and repair activities.
• Performs administrative duties including management of employee timesheets and contractor invoicing, differentiating between capital and operational expenses, installation and repair calendar scheduling, approving invoices, and supporting invoice audits.
• Ensures teams follow service and safety standards as required by State Corporation Commission, industry & manufacturer guidelines, OSHA, National Electric Safety Code, Departments of Transportation, and local building codes covering our multi-state network.
• Responsible for managing the overall operational and daily activities of the department: planning and implementing systems that support the work and fulfill the mission and goals of the department efficiently and effectively.
• Supports Manager in budget adherence as well as multiple service quality standards including Troubles/100 Lines, Repeat Troubles, Drop Wire Troubles, Inside Wire Troubles and certain levels of complaints.
• Works with day-to-day fiduciary functions to ensure effective expense measures are in place.
• Ensures operational efficiencies along with accountability and adherence to departmental policies and procedures for his/her team.
• Establishes performance measures, goals, objectives, and priorities for team.
• Evaluates employee work performance; identifies appropriate training and counseling opportunities when needed in partnership with leadership and HR team.
• Evaluates and recommends changes and improvements to management regarding departmental policies, procedures, and issues to improve productivity and efficiencies.
• Performs other duties as assigned including departmental and cross-functional projects.

What You'll Bring:

• Exceptional customer service and interpersonal presence.
• Solid people leader; open to giving and taking direction, as well collaborative work styles and a commitment to get the job done.
• Able to successfully build and maintain relationships within and across teams, demonstrating servant leadership behaviors and project management skills.
• Excellent written and verbal communication skills.
• Possesses strong time management and organizational skills.
• Maintains flexibility and grace under pressure in a fast-paced, ever-changing environment – managing multiple projects and priorities simultaneously, approaching others in a tactful manner, accepting responsibility for own actions, and following through on commitments.
• Demonstrates self-motivation and team player attributes with a positive, collaborative management approach and attitude.

What Makes You a Great Fit:

• 6+ years’ Service Operations experience in telecommunications required.
• High school diploma or equivalent required; Bachelor’s degree preferred.
• Able to travel to various worksites or service locations as the job requires.
• Proactive, independent, and ability to take initiative to keep on-task and on-target.

Physical Requirements:

• Constantly operates computer, keyboard, and related peripherals.
• Frequent time spent walking, standing in the elements at construction worksites.
• Must utilize appropriate clothing and footwear to maintain safety.
• Near-constant use of sight, speech, hearing, comprehension, and reasoning.

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.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.
• Discounts on T-Mobile wireless service and select features for lines.

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Lumos’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.