Manager of Commercial Operations

Socket Telecom•Columbia, MO

About The Position

The Manager of Commercial Operations is responsible for leading and optimizing the Business Customer Support and Business Service Delivery teams to ensure an outstanding customer experience throughout the customer lifecycle. This position oversees service delivery, provisioning, installation coordination, customer support, issue resolution, and operational processes for commercial customers. The role serves as a bridge between Sales, Engineering, Network Operations, Customer Support, and Implementation teams to ensure business customers receive timely, accurate, and professional service. The ideal candidate is a customer-focused leader with strong operational, project management, and team development skills.

Requirements

Bachelor’s degree in business, telecommunications, operations management, or related field, or equivalent experience.
Five or more years of leadership experience in customer support, operations, telecommunications, or service delivery.
Proven experience managing customer-facing teams.
Strong project management and organizational skills.
Excellent verbal and written communication abilities.
Demonstrated ability to manage multiple priorities in a fast-paced environment.
Proficiency with CRM, ticketing, and operational reporting systems.

Nice To Haves

Telecommunications, broadband, fiber optics, or technology industry experience.
Experience with commercial service provisioning and implementation processes.
Knowledge of business internet, voice, hosted services, networking and managed services.
Experience developing operational metrics and performance dashboards.
Lean, Six Sigma, and other process improvement experience.

Responsibilities

Provide leadership, coaching, and performance management for Business Customer Support and Business Service Delivery personnel.
Establish clear expectations, performance metrics, and accountability standards for team members.
Recruit, train, and develop employees to build a high-performing, customer-focused culture.
Conduct regular one-on-one meetings, team meetings, and performance reviews.
Develop succession plans and career development opportunities for team members.
Oversee support activities for commercial customers.
Ensure timely resolution of customer inquiries, service issues, billing concerns, and escalations.
Monitor support ticket queues and service levels to maintain exceptional responsiveness.
Develop processes that improve customer satisfaction and reduce customer effort.
Identify recurring customer issues and implement corrective actions.
Lead the end-to-end implementation process for new commercial services.
Coordinate installation schedules and project milestones across internal departments and external partners.
Ensure accurate order entry, provisioning, and service activation.
Manage customer communications throughout the implantation process.
Monitor installation timelines and proactively address delays or obstacles.