Supervisor, Operational Support

We are looking for a Supervisor Operational Support to join our growing team! The Supervisor Operational Support is responsible for leading and developing cross-functional operational teams that may include Project Managers Buried Service Wire (BSW) Designers BSW Field Technicians and/or dispatch and workload management functions. This role ensures operational excellence timely completion of customer work effective capacity utilization and a consistently high-quality customer experience. The Supervisor operates in a fast-paced high-volume environment leads teams through change manages escalations and applies data-driven decision-making to improve performance efficiency and customer outcomes.

As Supervisor Operational Support your duties and responsibilities will include:

People Leadership & Performance Management

• Directly supervise and manage teams of up to 1520 employees across multiple functions including Project Managers BSW Designers Field Technicians and/or dispatch and work management roles
• Hire onboard train coach and develop employees to meet performance quality and customer experience standards
• Conduct monthly mid-year and annual performance evaluations including coaching plans and corrective action when required
• Foster a positive inclusive and accountable work environment that supports engagement retention and continuous improvement

Operational Execution & Work Management

• Ensure customer orders and projects are accurate properly prioritized and completed on time in alignment with SLAs and business commitments
• Oversee workload balancing dispatching and capacity management to maximize efficiency and throughput
• Set performance goals monitor productivity and actively coach team members toward targets
• Manage daily operations while balancing multiple priorities and concurrent projects

Escalation & Customer Experience Management

• Handle and resolve escalations from internal partners and customers using sound judgment and de-escalation techniques
• Maintain a customer-centric approach while balancing operational and business needs
• Represent team risks issues and improvement opportunities to senior leadership

Cross-Functional Collaboration

• Build strong partnerships with field operations engineering/design customer contact organizations IT and other internal stakeholders
• Coordinate with leaders across the organization to deliver projects on time and support evolving business priorities
• Provide feedback to partner organizations on process gaps system issues and workflow inefficiencies

Data Metrics & Continuous Improvement

• Present operational metrics trends and risks in leadership and operational forums
• Promote a data-driven culture using analytics and reporting to identify root causes and improvement opportunities
• Analyze operational data and provide actionable insights and recommendations
• Drive continuous improvement of processes workflows and team performance
   

Change Leadership & Communication

• Lead teams through organizational system and process changes with clear communication and direction
• Proactively mitigate change-related disruption by addressing concerns and reinforcing priorities
• Communicate effectively in both written and verbal formats with employees peers and leadership

Qualifications :

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelors degree or 46 years of progressive supervisory or leadership experience in operations field support dispatch project management or customer service environments
• Minimum of 2 years of direct people leadership experience
• Demonstrated experience leading teams through change and process transformation
• Strong leadership coaching conflict resolution analytical and problem-solving skills
• Ability to work under pressure manage multiple priorities and meet deadlines in a dynamic environment
• Proficiency with Microsoft Office applications (Excel Word Outlook Teams PowerPoint) and reporting tools including Power BI
• Strong written and verbal communication skills with the ability to influence across teams
• Self-directed with the ability to make sound decisions with limited supervision

BONUS POINTS FOR:

• Experience in telecommunications utility data or field operations environments
• Experience supporting or managing dispatch service order workflows or project delivery
• Familiarity with ServiceNow or similar operational ticketing or dispatch platforms
• Project management experience

#LI-GF1

Additional Information :

WHY JOIN US

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte NC. We prioritize hiring talent in the Charlotte area whenever possible to make it a truly vibrant destination for our hybrid workforce. At Brightspeed we have roles that are designated as remote hybrid office or field-based depending on the position business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why Because Brightspeed recognizes the value of finding the best talent for the job wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical emotional and financial health. Brightspeed offers a comprehensive benefit program including competitive medical dental vision and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work everyone is better as a result. A diverse team helps us be fierce advocates for more accessible inclusive and high-quality internet because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process please contact to initiate the accommodations process. 

For all applicants please take a moment to review our Privacy Notices:  

• Brightspeeds Privacy Notice for California Residents
• Brightspeeds Privacy Notice

Remote Work :

Yes

Employment Type :

Full-time