Supervisor - Service Operations

This is a full-time remote position with on-site responsibilities in the Spartanburg, SC market. Candidates must reside within one hour of Spartanburg, SC and hold a valid, fully unencumbered driver’s license.

About Lumos

Lumos is transforming the future of connectivity by building one of the nation's fastest-growing 100% Fiber Optic networks. Through T-Fiber, our joint venture with T-Mobile, we're working toward a shared goal of connecting 12 to 15 million homes by 2030 while expanding access to reliable, high-speed internet in the communities we serve. Here, you'll find more than a job — you'll have the opportunity to make an impact, take ownership of your work, and help shape how we grow. We move quickly, collaborate across teams, and believe the best ideas come from people who are curious, solutions-oriented, and ready to build what's next.

Responsibilities

• Supervises teams in the achievement of service and quality objectives, maintains alignment with budgets and SLAs, and creates and presents 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, performing compliance reviews of vendor-provided services, and coordinating 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.
• Works with day-to-day fiduciary functions to ensure effective expense measures are in place.
• 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.

Qualifications

• 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.
• Exceptional customer service and interpersonal presence.
• Solid people leader; open to giving and taking direction, as well as collaborative work styles and a commitment to get the job done.
• Able to successfully build and maintain relationships within and across teams, demonstrating servant leadership behaviors and project management skills.
• Excellent written and verbal communication 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.
• Proactive, independent, and ability to take initiative to keep on-task and on-target.

Physical Requirements

• Constantly operates computer, keyboard, and related peripherals.
• Frequent time spent walking, standing in the elements at construction worksites.
• Must utilize appropriate clothing and footwear to maintain safety.
• Near-constant use of sight, speech, hearing, comprehension, and reasoning.

Benefits & Perks

• 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.
• 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 who live in our service areas.
• Discounts on T-Mobile wireless service and select features for lines.