Manager, Data Services

Our Vision: Be the best at what we do. Our Mission: Improve lives through technology.

Summary:

"Customer Inspired" isn't our slogan — it's our driving force, and C Spire team members live it. We aim to engage the exceptional and embrace operational excellence to best deliver connectivity and technology solutions that advance our communities and customers' lives. It's a challenging goal, but we have a winning team that is looking to grow.

As the Manager, Data Services, you will lead, mentor, and support a high-performing technical support team focused on delivering exceptional customer experiences. You'll serve as the point of escalation for complex service and technical issues, ensuring swift resolution and alignment with company objectives. This position requires a steady, solutions-oriented leader who can balance people management, operational priorities, and customer satisfaction while collaborating across teams to improve performance and processes.

Responsibilities:

What You Will Do

In all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection and deliver desired results.

• Communicate expectations, updates, and priorities clearly and professionally to your team.

• Oversee training programs, including onboarding, product education, and continuing education opportunities.

• Collaborate cross-functionally with other department managers to resolve operational and customer-impacting issues.

• Monitor calls, tickets, and communications to identify training needs and enhance customer experience.

• Ensure timely resolution of escalated technical and customer service issues.

• Support team performance in achieving Net Promoter Score (NPS), Service Level Agreement (SLA), and Operational Level Agreement (OLA) targets, along with other key performance indicators (KPIs).

• Manage scheduling for team members, including PTO, on-call rotations, and adherence to attendance policies.

• Respond to widespread service events, including outages and emergencies, coordinating with leadership and field operations as necessary.

• Escalate critical employee, service, or customer concerns to senior leadership as appropriate.

• Perform additional duties as assigned.

This position is an exceptional introduction to leadership within technical support operations, as there is plenty of room to grow and learn from outstanding individuals in the field. From Manager, Data Services you will have a perfect springboard into all areas of C Spire and develop robust career skills.

Qualifications:

What You Will Bring

As a C Spire team member you will bring a relentless obsession to be the best in our industry and a winning mentality, determined to outsmart and outdo competitors. You will have a single-minded commitment to unbeatable internal customer and external client experience. To support our Network Operations team you will have an unapologetic passion for innovation and technology and an uncompromising drive toward continuous improvement.

In addition to that, we require:

• Minimum of 3 years of experience in telecommunications technical support and customer care.

• Proven ability to lead and develop high-performing teams.

• Strong troubleshooting skills, including network and connectivity diagnostics.

• Excellent verbal and written communication skills.

• Proficiency in Windows operating systems and Microsoft Office Suite.

• Strong organizational skills and exceptional attention to detail.

• Ability to multitask and thrive in a fast-paced environment.

• Flexible availability to support operations as needed.

• High school diploma or recognized equivalent required.

• Experience with ADTRAN systems and ServiceNow platforms preferred.

We will give special consideration to candidates who have:

• Prior experience managing or supervising a technical support or NOC team.

• Demonstrated success driving performance improvement initiatives.

• Familiarity with telecommunications provisioning and escalation workflows.

What You Will Gain

A great workplace needs more than dental coverage, though we provide that and excellent health insurance. But that's just the start. We make sure working at C Spire is the best career experience around. And Forbes has named us one of America's Best Midsize Employers multiple times because of it. We also offer:

• Competitive Compensation Package

• Blue Cross Blue Shield Health Insurance

• Tuition Assistance Programs

• Complimentary Wireless Service & Device*

• 401k Match

• Teladoc Telemedicine

• WellBeacon Wellness Program

• Paid Talent Referral Opportunities

• Tailored learning paths for every position

Physical Requirements and Working Conditions

Must be able to sit for long periods of time and use computer keyboard and/or mouse while viewing computer screen. Must be able to adapt and perform in a rapidly changing work environment. Occasional evening, weekend, or on-call work may be required.

• Complimentary wireless service and device available to team members in our wireless footprint.

If you want to work hard, achieve a lot, and make a difference, then C Spire is the place for you.