Manager - Service Operations

10+ years’ Service Operations experience in telecommunications required.

Proven expereince with a distributed split model.

Solid understanding of network architecture principles.

Familiarity with various field architectures, including FTTH, XGS-PON, and GPON technologies.

Awareness of network operations (NetOps) practices preferred.

Ability to oversee multiple markets simultaneously.

Leads teams in the achievement of service & quality objectives consistently embodying Lumos’ servant leadership mindset.

Manages overall operational and daily work of the department: planning & implementing systems that fulfill the mission and goals of the department.

Supports supervisors on quality assurance, safety, productivity monitoring, & training, continuously driving alignment with SLAs & budgets.

Performs proactive & reactive field visits: assessing customer service with site visits to obtain direct feedback on their experience with tech installation or repair, perform compliance reviews of vendor-provided services, and coordinate appropriate installation & repair activities.

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.

Accountable for CAPEX and OPEX budgets, as well as multiple service quality standards including Troubles/100 Lines, Repeat Troubles, Drop Wire Troubles, Inside Wire Troubles and certain levels of complaints.

At Lumos, we are driven by our commitment to a

brighter tomorrow

. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and

startup mindset

, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.