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Service Operations Manager
3 months ago
Job Description
Job Description
Service Operations Manager
|Mainstream Fiber Networks
About Mainstream Fiber Networks:
At Mainstream Fiber Networks, we are not just providing fiber optic internet – we are transforming the digital landscape of rural Indiana.
As a proud Indiana-based team, we are on a mission to transform connectivity in underserved areas, bridging the digital divide with cutting-edge technology. Our commitment to investing in our employees fuels our relentless growth, ensuring we deliver exceptional service and innovative solutions that empower our communities and drive progress.
About the Role:
The role of Service Operations Manager will be responsible for overseeing the end-to-end processes of delivering high-quality services to our customers. This role will be responsible for managing the entire service delivery life cycle, from order placement to successful installation and beyond, ensuring seamless communication, timely execution, and exceptional customer satisfaction.
Why should you join our Team:
Permanent, Full-time Position
Pay Range: Based on experience.
1st Shift – Monday thru Friday
Access to Company Benefits:
Paid Time Off
10 Paid Holidays
Medical Insurance
Dental and Vision Insurance
Health Savings Account (HSA)
Company Funded Life Insurance
401(k) Retirement Savings Plan
FMLA
Job Perks:
Competitive Compensation
Comprehensive company paid training provided.
Company-provided uniforms
Boot allowance for Outside Plant Employees
Newly Updated Equipment and Vehicles
Internal career advancement opportunities
Exclusive employee discounts on company services
Life Mart discounts for various products and services
Pay Active (Daily/weekly Pay Opportunities)
Wisely Pay Cards
New Hire and Annual provided Company Merch
Annual Company Events
Key Responsibilities:
Coordinate and manage in-flight orders for fiber internet installation, ensuring accurate processing and timely execution.
Serve as the main point of contact for customers throughout the service delivery process, addressing inquiries and providing regular updates.
Collaborate with internal teams, including field technicians, installation crews, dispatchers, construction, and engineering to schedule and allocate resources efficiently.
Monitor resource availability and work with departments regarding scheduled jobs to meet customer demands and service level agreements.
Oversee the entire installation process, from site survey to activation, ensuring adherence to project timelines and quality standards.
Proactively identify and mitigate potential risks and obstacles that may impact service delivery or customer satisfaction.
Conduct regular quality assessments of completed installations to ensure compliance with company standards and customer requirements.
Implements and updates current business processes which will maximize efficiency, productivity, and drive the delivery of services to customers in a quality and timely manner.
Cultivate positive relationships with customers by providing exceptional service and addressing any concerns or issues in a timely and professional manner.
Gather customer feedback and insights to continuously improve service delivery processes and exceed customer expectations.
Generate regular reports and performance metrics to track service delivery KPIs, such as installation turnaround time, customer satisfaction scores, and service-level compliance.
Analyze data trends and performance indicators to identify opportunities for optimization and service enhancement.
Complete additional tasks as assigned.
Key Qualifications:
Bachelor's degree in business administration, project management, or a related field is preferred
Proven experience in service delivery management or a similar role, preferably in the telecommunications or technology industry.
Strong organizational skills with the ability to manage multiple priorities and deadlines effectively.
Excellent communication and interpersonal skills, with a customer-centric mindset.
Proficiency in project management tools and software for scheduling, tracking, and reporting.
Problem-solving mindset with a focus on continuous improvement and innovation.
Ability to thrive in a fast-paced and dynamic environment, adapting to evolving business needs and customer requirements.
Post-Application Details:
After submitting your application, if your skills and experience align well with the position, you will move on to the next stages in the interviewing process. Even if this role doesn't work out, rest assured that you remain part of our network. This ensures that all our recruiters will have access to your profile, broadening your potential opportunities.
Mainstream Fiber Networks is an equal opportunity employer and welcome applications from all qualified individuals regardless of race, color, religion, sex, national origin, disability, or veteran status.
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