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Supervisor, Operational Support

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Brightspeed

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Location:
United States , Charlotte

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

Requirements:

  • 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

Nice to have:

  • 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
What we offer:
  • Competitive medical, dental, vision, and life insurance
  • Employee assistance program
  • 401K plan with company match
  • Host of voluntary benefits

Additional Information:

Job Posted:
February 06, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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