Supervisor, Out of Territory

Job Description

Bright Speed is reimagining how people live, work, play and connect by providing fast, reliable internet connections and an exceptional customer experience across the Midwest and South. With successful backing from Apollo Global Management, we are devoted to accelerating the upgrade from copper to fiber‑optic technology in rural markets, delivering best‑in‑class service and customer experience.

The Supervisor, Out of Territory is accountable for managing the partnership with the contract company that conducts all installation and repair efforts to residential customers and enterprise business products. The role requires strong leadership, collaboration, and a commitment to the Bright Speed culture of meeting promises, delivering quality service and exceeding customer expectations.

• Foster an environment focused on meeting promises, delivering high‑quality service, and maintaining robust customer communication.
• Resolve customer, executive, and regulatory escalations and complaints with appropriate follow‑up, using lessons learned to drive continuous improvement.
• Identify and eliminate conditions contributing to long outages, focusing on cost reduction through alternative solutions.
• Provide ongoing observations and coaching to contract companies to ensure they meet technical and customer interaction requirements for every contact.
• Serve as the single point of contact between Bright Speed and contract vendors to resolve construction and maintenance issues.
• Participate in local marketing events and communicate local opportunities to the community relations team.
• Understand the fiber architecture and technology to effectively support contractor queries and feedback.
• Collaborate with engineering to ensure service delivery readiness, quality, and accuracy for market releases.
• Manage budget, overtime, and vendor costs to meet or underrun financial targets while maintaining service excellence.
• Promote a safety‑first mindset and ensure consistent adherence to Bright Speed’s safety policies.
• Support real‑estate and dispatch resource coordination to meet business needs and maintain fiscal responsibility.
• Own the company’s vision, culture, and strategies, communicating these to employees and stakeholders.
• Represent Bright Speed with government, regulatory, and community municipalities, and analyze trending data for operational improvements.

• Bachelor’s degree or equivalent education and experience; typically 5‑7 years related experience and 2+ years supervisory experience.
• Demonstrated self‑management and motivation without oversight.
• Ability to manage multiple projects and competing priorities while making timely decisions.
• Fast‑paced, results‑driven mindset.
• Strong communication skills with the ability to explain vision and decisions at all levels.
• Presentation and articulation skills.
• Leadership and coaching experience from prior supervisory roles.
• Strategic thinking and ability to develop and execute short‑ and long‑term objectives.
• Contract‑law understanding and labor‑relations experience.
• Valid driver’s license.
• Conflict resolution and interpersonal skills for cross‑department collaboration.

Bright Speed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401(k) plan with company match and a range of voluntary benefits. Our paid time‑off policies and wellness initiatives support physical, emotional, and financial health.

We prioritize diversity, equity, and inclusion. Bright Speed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including those with a disability or veteran status. When you require reasonable accommodation, please contact taaccommod