Supervisor, Out of Territory

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.

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 insourcing initiatives.
• Maximize financial recovery through adherence to damage claim submissions that will drive investigations, billing submission and reimbursement of costs for non-Brightspeed caused damages to our infrastructure.
• Minimize non-productive/downtime due to fleet issues through maintenance and sparing adherence.
• Ensure fiscal responsibility through oversight and accountability of vendor partners performing work for Brightspeed. This includes ensuring proper completion of work as defined and accurate, timely billing of completed work.
• Collaborate with real estate on facility needs to ensure that workspace standards are met and issues are addressed.
• Collaborate with the Dispatch Resource Center to ensure technician capacity is available to meet business needs.

Leadership

• Own the company's vision, culture, strategies, and serve as the communication medium with employees with focus on explaining the why.
• Prioritize ownership of customer related/impacting issues to drive follow-up and timely communication of updates to ensure that Brightspeed management has the most current information.
• Represent Brightspeed with government, regulatory, and community municipalities
• Analyze and utilize trending data to improve efficiencies, effective tool utilization for improving results and efficiencies
• Focus on self-development, career path, and enabling yourself to improve abilities

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor's degree or equivalent education and experience. Typically, 5-7 years related experience and 2+ years previous supervisory level leadership experience preferred
• Demonstrated ability to self-manage and self-motivate without oversight to achieve results
• Ability to manage multiple projects simultaneously, demands with competing priorities, all while making timely decisions
• A desire to work in a fast-paced, results driven organization
• Ability to understand strategic and tactical priorities with capability of explaining at all levels, the vision and why decisions are being made and how we contribute to the overall success of the business
• Ability to prepare presentations and clearly articulate the position being taken in the presentations
• Demonstrated leadership and coaching skills acquired through previous experience in a supervisory or managerial role
• Demonstrated ability to develop and execute short- and long-term objectives in a team environment
• Ability to lead and operate in a represented environment, understanding, interpreting, and influencing contract language and executing on labor relation agreements
• Valid driver's license
• Strong conflict resolution skills
• Excellent interpersonal and relationship building skills that allow you to meet results working with other departments, internal and external customers

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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 throughphysical, 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 belongingare at the center of our grounding belief inBeing Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin 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 taaccommodationrequests@brightspeed.com to initiate the accommodations process.

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

• Brightspeed's Privacy Notice for California Residents
• Brightspeed's Privacy Notice