Head of Customer Service Operations

Supervisor - Service Operations

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.

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio, Illinois, Kentucky, and Alabama.

That's why we're building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We're passionate about our customers' experience. We'll never stop reinventing ourselves to meet our customers' evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people's lives.

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.

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.

Exceptional customer service and interpersonal presence.

Able to successfully build and maintain relationships within and across teams, demonstrating servant leadership behaviors and project management 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.

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.

Constantly operates computer, keyboard, and related peripherals.

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

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.
• 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.

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

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.