Manager - Service Operations (Ohio) Cuyahoga County, OH, USA * Franklin County, OH, USA * Lorain County, OH, USA * Mahoning County, OH, USA * Stark County, OH, USA * Summit County, OH, USA * Trumbull County, OH, USA * Virtual Req #2023 Tuesday, February 4, 2025 Lumos is looking for a full-time Manager - Service Operations to lead our service teams throughout Ohio! If you have experience leading installation and service teams who connect customers' premises to telecommunications networks and who's excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we're harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you! Fully-remote Opportunity in Ohio with frequent travel to dispatch sites. Must be within 1-hour commutable distance of: Cuyahoga, Franklin, Lorain, Mahoning, Stark, Summit, and Trumbull Counties. The Manager - Service Operations leads teams of employees and contractors that ensure our customers have a great and professional experience when we're onsite installing service or troubleshooting. The Manager may have multiple supervisors as direct reports and ensures their teams deliver exceptional customer service, adhere to customer-driven schedules and Service Level Agreements (SLAs), and that appropriate escalations are managed depending on customer requests. This position requires 24/7 on-call availability and is the first or second person in Service Operations to respond to and coordinate solutions to customer service issues after hours. Company Summary Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio and Kentucky. We believe that the possibilities of tomorrow can't be built on the infrastructure of yesterday. That's why we're building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things - the future. Because whatever the future holds, Lumos makes it faster. Our Mission and Values At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can't be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone. We believe that the past is over, and the future is fast. That's why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there's no hierarchy, only hustle. We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team. We're passionate about our customers' experience. Their futures don't stand still, and neither do ours. We'll never stop reinventing ourselves to meet our customers' evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people's lives. Essential Functions Leads people and teams to achieve service and quality objectives, maintain alignment with budgets and SLAs, create and present reports about service metrics, embodying Lumos's servant leadership model. Demonstrates leadership and vision managing people, major projects, and initiatives. Provide direction to managers and supervisors in areas of quality assurance, safet