Supervisor, Out of Territory

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality, designing and building a world class fiber network and creating a customer experience second to none.

Brightspeed has an exciting opportunity for Analyst II! As an Analyst II, you will be developing fundamental theories, principles, and concepts.

Job Description

Brightspeed is looking for an experienced Supervisor, Out of Territory to join our team! The Supervisor Out of Territory is accountable for managing the partnership with the contract company conducting all installation and repair efforts to residential customers and enterprise business products and services, as well as network maintenance and repair to the core and local network within their geographic area.

This role will drive work to resolve large events such as outages and quality issues. Strong leadership and collaboration skills are required. This position is also actively involved in community and organizations that help strengthen communities and the Brightspeed brand. This position will be responsible for driving the culture of keeping our promises to our customer; delivering quality service when promised.

Always employing the mindset of exceeding customer expectations.

Internally, as a Supervisor, Out of Territory, you will be in contact with all division departments to coordinate input and completion of projects; gain information on expenditures or purchases within assigned geography; keep an open line of communications on contractor performance and ensure any issues are resolved; and to deal with any other matters that need attention.

Externally, you will be the first line contact with customers and technicians to answer questions and resolve problems. This position will be the key enabler to driving a superior customer.

As a Supervisor, Out of Territory, you will be scheduled on a rotation basis and pager duty will be required. You may also be required to work mandatory overtime and holidays.

As Supervisor, Out of Territory your responsibilities will include:

Delivering Excellent Customer Service

* Foster an environment that is focused on meeting promises, delivering quality service, and robust/frequent customer communication.

* Resolve customer, executive, and regulatory escalations and complaints with appropriate follow-up and communication. Learn from complaints and escalations to drive continuous improvement.

* Resolve and eliminate issues that contribute to long duration outages and chronic conditions with a primary focus on reducing costs through alternative solutions.

* Provide ongoing observations and coaching to contract companies to ensure they are skilled and tooled and are successfully installing and repairing Brightspeed's fiber services meeting not only the technical requirements but also the customer interaction requirements for every contact.

Build the Best Fiber Network

* Serve as single point of contact between Brightspeed and contract vendors to resolve issues related to construction and maintenance processes.

* Participate as needed in local marketing events and activities and communicate to community relations teams local opportunities to enhance Brightspeed brand awareness.

* Understand the fiber architecture and technology to better support contractor questions and feedback.

* Collaborate with the engineering team to ensure service delivery readiness, quality and accuracy for market releases. Ensure any issues are escalated promptly to the appropriate team for resolution.

Enable and Invest in Employees

* Safety in all we do mindset. Consistent reiteration of Brightspeed's safety first as a priority.

* Promote collaboration and coordination across all business units/functions to ensure that gaps and opportunities are identified and addressed.

Operational and Financial Independence

* Meet or underrun budget through effective management of overtime, FRM spend, Supplies, etc.

* Manage and control productive work time, coordinating with the OCC on any discretionary company demand work tasks.

* Continue to explore knowledge, skill, and tooling improvements that will contribute to lower job durations driving improved efficiency and enabling more work to be completed.

* Optimize cost reduction/avoidance through the delivery of financial and service results tied to approved in sourcing initiatives.

* Maximize financial recovery through adherence to damage claim submissions that will drive investigations, billing submission and reimbursement of costs for…