Supervisor - Service Operations

Lumos•Waynesboro, VA

7d•$68,000 - $80,000

About The Position

Lumos is hiring a full-time Supervisor – Service Operations to lead employees and contractors who support a professional customer experience during onsite service installation and troubleshooting. The role is supported by the Manager – Service Operations and the wider leadership team, and focuses on growing service capabilities, applying technology effectively, and recommending process improvements. The supervisor manages the department’s daily operations, service quality, safety, productivity, budgets, and service-level agreements. The position includes field visits to assess customer experience and vendor compliance, coordination of installation and repair work, administrative and financial duties, employee performance management, and collaboration on department and cross-functional projects. The role ensures compliance with applicable regulatory, safety, industry, manufacturer, and local requirements across Lumos’s multi-state network.

Requirements

At least 6 years of service operations experience in telecommunications.
High school diploma or equivalent.
Exceptional customer service and interpersonal presence.
People leadership skills, receptiveness to giving and taking direction, collaborative work style, and commitment to completing work.
Ability to build and maintain relationships within and across teams; servant leadership behaviors and project management skills.
Excellent written and verbal communication skills.
Strong time-management and organizational skills.
Flexibility and composure under pressure in a fast-paced, changing environment; ability to manage multiple projects and priorities, communicate tactfully, take responsibility, and follow through on commitments.
Self-motivation, teamwork, and a positive, collaborative management approach.
Ability to travel to worksites or service locations as required.
Proactive and independent approach, with ability to take initiative and stay on task.

Nice To Haves

Bachelor’s degree.

Responsibilities

Supervise teams in achieving service and quality objectives while maintaining alignment with budgets and SLAs; prepare and present service metrics reports.
Lead people, major projects, and initiatives, embodying Lumos’s servant leadership model.
Provide direction in quality assurance, safety, productivity monitoring, training, and budget and SLA adherence.
Conduct proactive and reactive field visits, gather customer feedback about installation and repair experiences, review vendor-service compliance, and coordinate installation and repair activities.
Manage employee timesheets and contractor invoices; distinguish capital from operational expenses; schedule installation and repair calendars; approve invoices; and support invoice audits.
Ensure teams follow service and safety standards required by relevant state regulators, industry and manufacturer guidelines, OSHA, the National Electric Safety Code, Departments of Transportation, and local building codes.
Manage the department’s overall and daily operations, planning and implementing systems that efficiently support its mission and goals.
Support the Manager with budget adherence and service quality standards, including Troubles/100 Lines, Repeat Troubles, Drop Wire Troubles, Inside Wire Troubles, and complaint levels.
Support day-to-day fiduciary functions and implement effective expense measures.
Promote operational efficiency, accountability, and adherence to departmental policies and procedures.
Establish team performance measures, goals, objectives, and priorities.
Evaluate employee performance and identify training or counseling opportunities in partnership with leadership and HR.
Evaluate and recommend policy, procedure, and other departmental changes to improve productivity and efficiency.
Perform other assigned duties, including departmental and cross-functional projects.

Benefits

Comprehensive health, dental, and vision coverage.
Competitive compensation packages, including bonus options for eligible positions.
Paid time off and paid holidays.
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
100% employer-paid life and disability insurance.
Employee Assistance Program (EAP) with access to professional support.
401(k) plan with up to 5% employer contribution and a self-directed brokerage option.
Wellness program with education and cash incentives for gym attendance and nutrition programs.
Employee referral bonuses.
Discounts on Lumos Fiber Internet for employees who live in service areas.
Discounts on T-Mobile wireless service and select features for lines.