Carrier Service Manager

🕒 September 19

🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 6%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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IT Voice

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1983

💼 Consulting

📦 Logistics

🔒 Cybersecurity

Consulting • Logistics • Cybersecurity

IT Voice is a managed IT and communications services provider that designs, implements, and maintains business technology solutions including VoIP/hosted phone systems, cloud services, internet connectivity, servers, networking, ERP consulting, and cybersecurity. Operating as a single-vendor MSP with nationwide regional offices, IT Voice offers remote and on-site support, unified billing, and security and compliance services aimed at keeping small and mid-size businesses' networks, communications, and operations secure and reliable.

📋 Description

• Own and manage relationships with telecommunications carriers and aggregators, including ILEC, CLEC, wireless, and wholesale providers • Serve as the primary escalation owner for carrier outages, chronic issues, and service disputes • Conduct regular carrier performance reviews and manage remediation plans when SLAs are not met • Own and manage carrier SLAs, including restoration times, ticket aging, and escalation effectiveness • Track, analyze, and report carrier performance metrics and trends • Drive accountability for carrier-caused service impacts and customer interruptions • Negotiate carrier contracts, renewals, pricing adjustments, and service credits • Partner with Accounting to validate carrier billing, manage disputes, and ensure cost accuracy • Maintain accurate carrier inventory and service records • Collaborate with Voice, Network, Operations, and Sales Engineering teams on customer delivery and issue resolution • Provide carrier expertise during customer onboarding, migrations, and escalations • Support leadership with data and insights related to carrier performance and costs • Produce and present KPI and performance reports related to carrier services • Maintain carrier documentation, escalation contacts, and standard operating procedures • Identify process improvements to improve service reliability and vendor effectiveness

🎯 Requirements

• 5+ years of experience working with telecommunications carriers or service providers • Strong understanding of voice, data, and transport services • Experience managing carrier escalations, SLAs, and vendor performance • Demonstrated ability to work cross-functionally with technical and business teams • Strong analytical, documentation, and communication skills • Experience with wholesale telecom, UCaaS, or managed services environments preferred • Experience negotiating carrier contracts and pricing preferred • Familiarity with telecom regulatory considerations and compliance preferred • Prior leadership or management experience preferred

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