Fridley Customer Experience Manager

3 days ago


Minneapolis, Minnesota, United States Gateway Fiber Full time
Job Title: Site Operations Leadership Role

At Gateway Fiber, we are seeking a skilled leader to oversee daily operations at our Fridley, MN location. As a Site Lead, you will manage a team that includes a Customer Service Representative, Scheduler, and Workforce Management Coordinator. This role combines operational responsibilities with leadership duties, ensuring efficient workflows, excellent customer service, and effective team collaboration.

About Gateway Fiber:
Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. We are creating a leading, national fiber-to-the-home platform. With the support of our financial sponsor CBRE Investment Management, we plan to reach 500,000 homes and businesses with our service over the next several years. Our goal is to provide faster, more reliable internet with a simple pricing model and industry-leading customer service.

Key Responsibilities:
The Site Lead is responsible for leading and managing the on-site team, providing coaching, guidance, and support to team members, conducting regular team check-ins and meetings, overseeing performance management, and managing scheduling, workforce planning, and customer service operations. Additionally, the Site Lead serves as the escalation point for complex customer issues or operational challenges.

Requirements:
To be successful in this role, you should have a proven ability to lead, inspire, and develop a team to achieve high performance and maintain a positive work environment. A strong commitment to delivering exceptional customer experiences and resolving issues effectively is also essential. High school diploma or GED required; associate degree or some college coursework preferred. Experience in workforce management, scheduling, and optimizing team productivity is also necessary.

Salary Range:$70,000 - $90,000 per year, depending on experience.

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