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Service Delivery Director

3 months ago

Houston, United States Lyte Fiber, LLC Full time

Lyte Fiber, LLC (“Lyte”) is seeking an accomplished and experienced telecommunications operations leader to fill the role of Director of Service Delivery. Lyte is a private-equity backed fiber broadband start-up with ambitious plans to scale and expand its FTTH, SMB and MDU business lines across multiple regions.  The Director of Service Delivery will be joining an experienced team that brings decades of fiber broadband, infrastructure and technology experience with a proven track record of building and growing highly-successful businesses.


The Director of Service Delivery is responsible for overseeing the customer service process, from order placement to installation through field service repair. This includes ensuring the efficient execution of service orders, coordinating installation teams, resolving service issues, maintaining high standards of service quality and ensuring a seamless and positive customer experience.  The Director will need to build and develop a service delivery team from inception, managing both office-based team members and field staff across multiple regions.  This position will also require developing the internal processes and system requirements to support the organization in addition to working closely with other departments to streamline processes, improve service delivery and meet Lyte’s growth and operational KPIs. This individual should feel comfortable working in a fast-paced environment while being committed to ensuring that Lyte provides exceptional service to a growing customer base.

 

Duties and Responsibilities:

·       Oversee the entire customer service delivery lifecycle from order placement to installation, activation and service repair.

·       Support Company’s fiber network expansion plans by leading an organization of full-time employees, with some outsourced vendor partners, to perform fiber installations for all customer verticals; residential, commercial, carrier & wholesale.

·       Develop and implement processes for timely and efficient service delivery and trouble resolution. Collaborate across all departments to ensure a high first installation success rate by minimizing the contributing factors that force a second installation attempt.

·       Ensure customer service issues are met with a high sense of urgency and resolved to the customer’s satisfaction.  Maintain effective communication throughout the engagement.

·       Develop and monitor key performance indicators (KPIs) to track service delivery performance and customer satisfaction.  Create standards of acceptance that ensure the department is consistently equipped to deliver on defined SLA objectives to the customer.

·       Gather and analyze customer feedback to identify areas for improvement and drive customer satisfaction initiatives and implement the necessary processes to improve customer experience, reduce churn and increase customer loyalty.

·       Provide leadership, coaching, and mentorship to the team, ensuring a high-performance culture that delivers excellent customer service.

·       Lead initiatives to enhance customer interactions at every touchpoint in the installation and repair process, ensuring a seamless and positive experience.

·       Support OSP field operations in the identification of plant issues and support repair efforts as needed.

·       Ensure technicians are properly trained, equipped, and scheduled to meet service demands.

·       Implement and monitor safety protocols and standards for field operations.

·       Develop and maintain standard operating procedures that are founded in industry best practices.

·       Implement quality assurance programs and measures to maintain high standards for installation and service repair.

·       Conduct regular audits and assessments to ensure quality standards are being met for process adherence, documentation requirements, installation and repair standards.

·       Manage and negotiate vendor contracts and relationships to ensure cost-effective and high-quality services.

·       Manage departmental budget and resources to ensure operational efficiency and effectiveness.

·       Innovate methods and practices to reduce the capex cost per installation.

·       Evolve processes for new products and any potential changes in the plant delivery methods to consistently deliver and support the growing needs of the business.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.


Minimum Qualifications:

·       Bachelor's degree in Telecommunications, Business Administration, or equivalent in a related field.  

·       Minimum of 10 years of experience in service delivery, operations, or a related field within the telecommunications industry with 5+ years of management and leadership experience.

·       Leadership and management skills to develop, coach, and direct the performance of a team to achieve goals and objectives.

·       Strong sense of ownership, problem solver, sense of urgency and ability to be proactive in developing solutions that result in a pleasant customer experience. 

·       Proven leadership and teamwork skills fostering an inclusive, supportive environment by motivating and developing staff at all levels.

·       Excellent communication, customer service and problem-solving skills.

·       Proficiency in working with OSS/BSS software and supporting software applications to ensure the organization has efficient tools to manage their functions.

·       Strong project management skills with the ability to handle multiple projects simultaneously.


Physical Demands and Work Environment

·       Prolonged periods of sitting at a desk and working on a computer

·       Must be able to perform physical activities such as bending, standing, climbing and walking in construction areas

·       Must be able to lift up to 30 pounds at times

·       Will require travel as needed to meet with regional staff, customers and market visits

·       May require working outside regular business hours to address urgent service delivery issues.


About Lyte Fiber

Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texans. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte will make an annual contribution of 1% of all revenues to local charities.


Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.


Applicants who believe they need an accommodation on account of a disability or sincerely held religious belief to perform the essential functions of the job they are applying for, should submit those requests to HR. Requests will be evaluated on a case-by-case basis and cannot be guaranteed.