Manager of Commercial Operations
On-siteColumbia, Missouri, United States
Job Summary
Lead and optimize Business Customer Support and Business Service Delivery teams to ensure an outstanding customer experience throughout the customer lifecycle. Provide leadership, coaching, and performance management while establishing clear expectations, metrics, and accountability standards. Recruit, train, and develop employees to build a high-performing culture through regular one-on-ones, team meetings, and succession planning. Oversee support activities for commercial customers, ensuring timely resolution of inquiries, service issues, billing concerns, and escalations. Monitor ticket queues and service levels to maintain exceptional responsiveness, identifying recurring issues and implementing corrective actions. Lead end-to-end implementation for new commercial services, coordinating installation schedules, project milestones, and accurate provisioning across internal departments and external partners. Manage customer communications throughout the implantation process and proactively address installation delays.
Required Qualifications
- Bachelor's degree in business, telecommunications, operations management, or related field, or equivalent experience
- Five or more years of leadership experience in customer support, operations, telecommunications, or service delivery
- Proven experience managing customer-facing teams
- Strong project management and organizational skills
- Excellent verbal and written communication abilities
- Demonstrated ability to manage multiple priorities in a fast-paced environment
- Proficiency with CRM, ticketing, and operational reporting systems
Desired Qualifications
- Telecommunications, broadband, fiber optics, or technology industry experience
- Experience with commercial service provisioning and implementation processes
- Knowledge of business internet, voice, hosted services, networking and managed services
- Experience developing operational metrics and performance dashboards
- Lean, Six Sigma, and other process improvement experience
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