Service Delivery Coordinator - Remote - CA Only

About the role

The Service Delivery Coordinator manages the end-to-end delivery of Race Communications' fiber-based services for MDU, ICB (Individual case basis) and Business. This role acts as the central point of coordination between Sales, Engineering, Construction, Provisioning, Network Operations and customers to ensure fiber services are delivered accurately, on schedule, and in alignment with customer commitments and SLAs. The position requires availability to work nights, weekends, holidays, and overtime.

Responsibilities

• Manage the full-service delivery lifecycle for Race Communications' fiber products, from order acceptance through service activation and handoff to support
• Validate orders for technical accuracy, serviceability, and construction requirements
• Track and coordinate all delivery milestones including design, permitting, construction, splicing, testing, and turn-up
• Ensure delivery timelines meet contracted intervals and customer expectations
• Serve as the primary service delivery contact for ICB partners and direct Business customers
• Coordinate delivery activities with channel partners while maintaining Race Communications' standards and timelines
• Support escalations and resolve issues impacting service delivery
• Cross-functional Collaboration: Coordinate with Sales, Engineering, Construction, Field Operations, Provisioning, and NOC teams
• Schedule site surveys, fiber installs, demarc extensions, and service turn-ups
• Identify risks related to construction, access, permitting, or third-party dependencies and drive resolution
• Vendor & Construction Coordination: Work with third-party contractors, construction vendors, and local agencies as needed
• Track construction progress, vendor deliverables, and completion milestones
• Ensure vendor work aligns with Race Communications' quality and safety standards
• Systems, Documentation & Reporting: Maintain accurate service delivery records in CRM, order management, and ticketing systems
• Document timelines, dependencies, customer communications, and delivery notes
• Support service delivery reporting, metrics, and continuous improvement initiatives
• Customer Experience & Handoff: Set realistic expectations with customers and partners throughout the delivery lifecycle
• Ensure a smooth transition from service delivery to ongoing support and account management
• Contribute to a positive customer experience by owning delivery outcomes and follow-through

Qualifications and Experience

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• High school diploma or equivalent required
• Associates degree (A.A.) or equivalent combination of education and experience is preferred
• 2+ years of experience in service delivery, operations, or project coordination within a telecom, fiber ISP, or carrier environment required
• Strong understanding of fiber service delivery workflows, including construction and provisioning required
• Experience collaborating with customers, partners, and internal teams in fast-paced, multi-stakeholder environments required
• Proficiency with CRM and ticketing systems (Salesforce or similar preferred)
• Experience supporting ICB / channel partner models preferred
• Knowledge of fiber-based services such as DIA, Ethernet, Dedicated Fiber, and Wholesale connectivity preferred
• Familiarity with permitting, construction timelines, and right-of-way considerations preferred
• Experience coordinating field operations and service turn-ups preferred
• Understanding of SLAs and enterprise service delivery expectations preferred
• Must be available to work nights, weekends, holidays, and overtime as required to respond to emergency repairs, outage restoration, and urgent maintenance needs

Benefits

• 100% company-paid medical and dental insurance (starting the 1st of the month following your start date)
• PTO (vacation, sick)
• 11 paid holidays
• Paid birthdays
• 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose