Field Operations Supervisor – Fiber Network

Lumos is on a mission to deliver lightning-fast, 100% Fiber Optic internet to the communities that need it most. After merging with North State in 2022 and joining forces with T-Mobile in April 2025 to launch T-Fiber, Lumos has grown into a leading fiber internet provider connecting over 475,000 homes, businesses, and multi-family buildings across nine states. With a goal to reach 12 to 15 million homes by 2030, Lumos is playing a vital role in closing the digital divide.

About the role

This remote position with on-site responsibilities in the Louisville, KY market is ideal for an experienced leader in telecom service operations. You’ll lead teams and contractors to ensure professional customer experiences during installations and troubleshooting, supported by the Manager – Service Operations and wider leadership team. Candidates must reside within 1 hour of Louisville, KY. A company vehicle and mobile phone are provided; a valid, fully unencumbered Driver’s License is required.

Responsibilities

• Supervise teams to achieve service and quality objectives, maintain budget and SLA alignment, and create reports on service metrics while embodying Lumos’s servant leadership model.
• Provide leadership and vision for managing people, major projects, and initiatives.
• Direct managers and supervisors in quality assurance, safety, productivity monitoring, training, and budget & SLA adherence.
• Conduct proactive and reactive field visits to assess customer service, perform compliance reviews of vendor-provided services, and coordinate installation and repair activities.
• Perform administrative duties including managing employee timesheets, contractor invoicing, expense differentiation, scheduling, invoice approval, and supporting audits.
• Ensure teams follow service and safety standards as required by regulatory bodies, industry guidelines, OSHA, and local building codes.
• Manage daily operational activities, planning and implementing systems to support departmental goals efficiently.
• Support budget adherence and service quality standards including Troubles/100 Lines, Repeat Troubles, and complaint levels.
• Oversee day-to-day fiduciary functions to ensure effective expense measures.
• Establish performance measures, goals, objectives, and priorities for the team.
• Evaluate employee performance, identify training needs, and provide counseling in partnership with leadership and HR.
• Recommend changes and improvements to management to enhance productivity and efficiencies.
• Perform other duties as assigned, including departmental and cross-functional projects.

Requirements

• 6+ years of Service Operations experience in telecommunications.
• High school diploma or equivalent required; Bachelor’s degree preferred.
• Able to travel to various worksites or service locations as required.
• Proactive, independent, and ability to take initiative.
• Valid, fully unencumbered Driver’s License.

Skills

• Exceptional customer service and interpersonal presence.
• Strong people leadership with a collaborative and servant-leadership approach.
• Ability to build and maintain relationships within and across teams.
• Excellent written and verbal communication skills.
• Strong time management and organizational skills.
• Flexibility and grace under pressure in a fast-paced, ever-changing environment.
• Self-motivation and a positive, team-oriented management approach.

Physical Requirements

• Frequent computer, keyboard, and peripheral use.
• Frequent travel to construction sites involving standing, walking, and navigating in all weather conditions.
• Near-constant use of sight, speech, hearing, comprehension, and reasoning.

Benefits

• 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 professional support for life’s challenges.
• 401K plan with 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 in service areas.