Manager - Service Delivery

Lumos is looking for a full-time Manager – Service Delivery! If you have experience as a construction leader in telecommunications and FTTH who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

The Manager – Service Delivery manages, supports, and leads Business & Residential Sales Support teams in alignment with Lumos objectives. Serves a first point of contact for Service Delivery employees: provides guidance, leadership and focus for team, while balancing daily administrative requirements. Provides coaching and feedback loops to ensure short and long-term success & development. Supports Sr. Service Delivery Manager with management of Service Delivery Team and proactively looks for areas of improvement.  Oversees process development & assists in creating reports. Manages Service Delivery Call Center and scheduling to ensure all orders & calls are answered timely. 

Company Summary 

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio, Illinois, Kentucky, and Alabama.

We believe that the possibilities of tomorrow can’t be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things – the future. Because whatever the future holds, Lumos makes it faster.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We’re passionate about our customers’ experience. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.

Essential Functions

• Sets productivity goals for the group, monitors productivity and makes adjustments as necessary based on the revenue budgets and business needs
• Works with Calabrio & Five9 leaders to ensure timely action on customer requests in alignment with Service Level Agreements (SLAs).
• Prioritizes and plans works activities; uses time efficiently & plans for additional resources.
• Sets goals & objectives for the team and develops realistic action plans.
• Ensures all employees are properly trained.
• Recognizes & rewards positive behavior of all direct reports.
• Ensures that all Key Performance Indicators are met, including cutover interval goals, and ON Tracks. Establishes performance Sales Order Management: develops processes and procedures that reduce the lifecycle of a sales order while maintaining quality.
• Tracks and analyzes employee’s performance to attain and maintain optimum results.
• Utilizes tools to monitor agents for quality and adherence.
• Performs various administrative tasks daily, including yet not limited to, payroll, adherence, call volume, overtime, and PTO approvals for subordinates.
• Contributes and communicates well with other departments and works as liaison for distribution of new information to subordinates.
• Simulates and tests process improvements.
• Implements projects that focus on the business goals.
• Flexes schedule to accommodate business needs, including occasional weekends/evening needs.
• Adheres to regular and predictable attendance and punctuality.
• Assists with monthly reporting on IPTV, Primary Service, Order tracking, and Install issues.
• Performs other duties as assigned, including departmental & cross-functional projects.

Knowledge, Skills, and Abilities Required                                                                                                                  

• Excellent interpersonal skills, as well as written and verbal communication skills.
• Solid people leader: open to giving & taking direction, as well collaborative work styles & a commitment to get the job done.
• Proficient in MS Office; able to create reports, presentations, and project documentation.
• Demonstrated proficiency with ICMS, Wizard, CHR & the OMNIA order entry process: knowledge of order flows, standard intervals and each stage in the order flow process.
• Able to respond promptly, manage multiple tasks & customer needs, and prioritize progress toward deadlines in a fast-paced environment – exceptional attention to detail.

Other Experience & Requirements 

• 5+ years’ related experience required.
• High school diploma or equivalent required; Associate’s degree preferred.
• Openness to flexing work schedule to meet customer needs.
• Ability to identify trends quickly and provide potential solutions or modifications.
• Fiber or Telecom industry experience preferred.

Physical Requirements

• Frequently operates computer, keyboard, and related peripherals.
• Prolonged sedentary periods at workstation.
• Near-constant use of sight, speech, hearing, comprehension, and reasoning.

Benefits & Perks 

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off & 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 for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.

Benefits & Perks 

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off & 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 for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.