Manager of Commercial Operations

Job Description

Job Description

Description:

Socket Fiber is one of the fastest growing fiber internet providers in Missouri, Illinois, Arkansas and Tennessee and is dedicated to building and expanding high-speed fiber optic networks that connect communities. Socket Fiber is a company with more than 25 years of experience. We are committed to innovation, quality, and delivering exceptional service to our customers. Join our dynamic team and help shape the future of connectivity!

The Manager of Commercial Operations is responsible for leading and optimizing the Business Customer Support and Business Service Delivery teams to ensure an outstanding customer experience throughout the customer lifecycle. This position oversees service delivery, provisioning, installation coordination, customer support, issue resolution, and operational processes for commercial customers. 

The role serves as a bridge between Sales, Engineering, Network Operations, Customer Support, and Implementation teams to ensure business customers receive timely, accurate, and professional service. The ideal candidate is a customer-focused leader with strong operational, project management, and team development skills. 

What You’ll Do

Key responsibilities include:

• Provide leadership, coaching, and performance management for Business Customer Support and Business Service Delivery personnel. 
• Establish clear expectations, performance metrics, and accountability standards for team members.
• Recruit, train, and develop employees to build a high-performing, customer-focused culture.
• Conduct regular one-on-one meetings, team meetings, and performance reviews. 
• Develop succession plans and career development opportunities for team members. 
• Oversee support activities for commercial customers.
• Ensure timely resolution of customer inquiries, service issues, billing concerns, and escalations.
• Monitor support ticket queues and service levels to maintain exceptional responsiveness. 
• Develop processes that improve customer satisfaction and reduce customer effort.
• Identify recurring customer issues and implement corrective actions.
• Lead the end-to-end implementation process for new commercial services.
• Coordinate installation schedules and project milestones across internal departments and external partners. 
• Ensure accurate order entry, provisioning, and service activation. 
• Manage customer communications throughout the implantation process.
• Monitor installation timelines and proactively address delays or obstacles. 

What We’re Looking For

To be considered for this role, you'll need the following required qualifications:

· Bachelor’s degree in business, telecommunications, operations management, or related field, or equivalent experience. 

· Five or more years of leadership experience in customer support, operations, telecommunications, or service delivery.

· Proven experience managing customer-facing teams.

· Strong project management and organizational skills.

· Excellent verbal and written communication abilities.

· Demonstrated ability to manage multiple priorities in a fast-paced environment.

· Proficiency with CRM, ticketing, and operational reporting systems. 

What Will Help You Stand Out

Preferred Qualifications:

· Telecommunications, broadband, fiber optics, or technology industry experience. 

· Experience with commercial service provisioning and implementation processes.

· Knowledge of business internet, voice, hosted services, networking and managed services. 

· Experience developing operational metrics and performance dashboards.

· Lean, Six Sigma, and other process improvement experience.

Why Join Socket Fiber?

At Socket Fiber, we're redefining what it means to connect communities. We share a mission-driven culture focused on bringing high-speed internet to areas that need it most. We're not just selling a service—we're providing access, opportunity, and real change. Socket Fiber offers a culture where employee strengths are highlighted and recognized.

A few of the key ways we strive to make employees feel valued include:

• Competitive pay + bonus potential or performance-based commission
• Medical, dental, vision, life, and 401k with match
• Free coaching/counseling for employees & families
• Free fiber service (if available in your area)
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results, effort, and integrity

Our Core Values

• Respect: Toward all customers, communities, property, and coworkers.
• Advocacy: In-person, online, or by phone—we go beyond support to serve as customer advocates.
• Transparency: In our commitments, service experiences, and business relationships.
• Progress: Growth is proof of our dedication to improving lives and communities.
• Winning: Every conversation is a chance to gain a customer for life.

Ready to Apply?

If you’re ready to make an impact and grow your career with [SOCKET FIBER/IDEATEK], we’d love to hear from you. Apply today!

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.

This employer uses E-Verify.

Requirements: