Manager, Service Assurance

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🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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Brightspeed

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2022

💼 Consulting

📦 Logistics

📡 Telecommunications

💰 $500M Private Equity Round on 2023-05

Consulting • Logistics • Telecommunications

Brightspeed is a fiber internet service provider that offers high-speed internet plans with no annual contracts or termination fees. They offer a variety of plans, including a 2 Gig plan for effortless streaming, gaming, video calling, and uploading and downloading, a 1 Gig plan for multiple high-bandwidth users, a 500 Mbps plan for HD streaming and competitive gaming, and a 200 Mbps plan for small households. Brightspeed emphasizes providing fast and reliable internet with transparent pricing, and they are focused on expanding connectivity to underserved areas. They offer special promotions such as three months of free service for new fiber customers.

📋 Description

• Supervise technicians providing proactive and reactive network repair, surveillance, monitoring, troubleshooting, coordination, and restoration of service-affecting or potentially service-affecting network events/issues • Support Enterprise and Wholesale customer accounts • Schedule day-to-day activities and assign tasks • Check work, develop schedules, and perform individual tasks related to the group • Ensure adequate staffing for the assigned work function • Assist with employee selection and training • Monitor employee performance and conduct formal performance reviews • Act as primary point of contact for escalated issues • Manage escalations, provide updates, and drive resolution within or outside the team • Monitor objectives and take corrective action as necessary • Assist in planning and implementing new procedures • Promote employee relations through communication and policy support • Review daily reports and take corrective action • Report issues affecting team performance • Provide weekly and monthly team metrics and performance reports to management • Administer company policies and monitor work-group results, costs, and methods • Ensure functions are timely and meet corporate and departmental specifications • Participate in after-hours escalation and engagement through an on-call rotation

🎯 Requirements

• 10+ years of related experience • Basic or better understanding of transport and internetworking technology, including DDS, DS0, DS1, ISDN PRI, DS3, Ethernet, SONET, and optical technologies • Exemplary verbal and written communication skills • Ability to communicate with all levels of employees, customers, and partners • Self-development orientation, initiative, delegation, subordinate development, and work-standard setting • Knowledge of Microsoft Office, Microsoft Outlook, and Microsoft Teams • High personal work standards • Ability to develop and implement processes and procedures that increase productivity while lowering cost • 24/7 repair call center experience, including nights, weekends, and holidays • Associate's degree in a related field or equivalent work experience plus 10+ years of relevant experience is listed as bonus qualification • Previous lead or supervisory experience is a bonus qualification • Proven ability to work in a dynamic team environment and adapt quickly to changing requirements is a bonus qualification • Employees are required to be fully vaccinated against COVID-19, subject to legal obligations and possible accommodations

🏖️ Benefits

• Remote work arrangement • Competitive compensation • Comprehensive benefits • Paid time off programs • Medical insurance • Dental insurance • Vision insurance • Life insurance • Employee assistance program • 401K plan with company match • Voluntary benefits • Reasonable accommodation for applicants with disabilities/veterans