Supervisor, Operational Support

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.

Check us out on the web!  

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 15–20 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

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree or 4–6 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

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 [email protected] 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