Supervisor, Field Operations

About the role

Brightspeed is reimagining how people live, work, play, and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South. As Supervisor, Field Operations, you will manage technicians in specific service areas and provide quality residential and business communications services. You will develop and maintain an aggressive, knowledgeable, customer-focused team that promotes and sells Brightspeed products and services while delivering a service experience that exceeds customer expectations.

You will be scheduled on a rotation basis, and pager duty will be required. Mandatory overtime and holiday work may also be required.

Responsibilities

• Manage the daily operation of outside and inside plant network services and technicians, including installation and maintenance of residential, business, central office, design services, and splicing activities.
• Serve as the single point of contact between Brightspeed and contractors to resolve issues arising during construction and/or maintenance.
• Train, coach, and develop employees on new processes, quality standards, customer contact, safety, expense control, and technical skills.
• Lead a team of technicians to meet attendance and performance standards.
• Represent Brightspeed with customers and governmental agencies.
• Collaborate with the union to achieve a win-win working relationship.
• Celebrate successes with appropriate use of rewards and recognition.
• Motivate the team for continuous improvement and maximum performance.

Requirements

• Bachelor’s degree or equivalent education and experience.
• Previous experience managing teams within a telecom technical environment (typically 4+ years).
• Strong skills in employee development, including training, coaching, and mentoring in a union environment.
• Proficiency in Outlook, Excel, Word, and legacy systems.
• Working knowledge of installation and maintenance of residential and business services, Local Network processes, and Brightspeed’s products and services.
• Working knowledge of the splicing and construction process in the telecommunications industry.
• Experience in contractor relations.
• Ability to work consultatively, establish rapport, interview, fact-find, present options, recommend solutions, and follow up with customer-focused behavior.
• Ability to work with minimal supervision, prioritize multiple projects, and perform under pressure.
• Experience negotiating timeframes for completion and meeting critical deadlines.
• Willingness to collaborate with coworkers to complete job assignments.

Qualifications

Bonus points for:

• 2+ years of experience managing teams within a telecom technical environment.
• 2+ years of experience with installation, maintenance, and repair of POTS and HSI.

Benefits

Brightspeed offers a comprehensive benefits program, including:

• Competitive medical, dental, vision, and life insurance.
• An employee assistance program.
• A 401K plan with company match.
• A host of voluntary benefits.
• Paid time off programs reflecting our commitment to overall wellness through physical, emotional, and financial health.

Inclusion and belonging are central to our culture, promoting diversity and equity in the communities we serve.

Work Environment

Brightspeed embraces contemporary ways of working, with roles designated as remote, hybrid, office, or field-based depending on business needs. Our headquarters is located in Charlotte, NC, and we prioritize hiring local talent for hybrid roles. We invest in technology to keep our team connected, regardless of location.