Position Summary:

We are, a rapidly growing broadband provider and key player in the GigPath build initiative.  We are seeking a dynamic and experienced Customer Care & Call Center Manager. This role is responsible for overseeing customer support operations for our fiber network, managing both the call center and field technicians who handle installations and service outages.

Key Responsibilities:

• Lead and manage the daily operations of the customer care team and technical support staff.
• Oversee service delivery for fiber network customers, ensuring timely installations and rapid response to outages.
• Develop and implement process improvements to enhance operational efficiency and customer satisfaction.
• Monitor and manage key performance indicators (KPIs) such as install times, customer churn, and service resolution rates.
• Collaborate with construction and OSP teams to align customer care with network build progress.
• Drive accountability and performance through effective leadership, coaching, and workforce planning.

Required Qualifications:

• Proven experience in managing customer care or call center operations, preferably in the telecommunications or fiber network industry.
• Strong leadership and organizational skills with the ability to direct daily tasks and long-term initiatives.
• Background in telecom construction and OSP (Outside Plant) is highly desirable.
• Demonstrated ability to identify inefficiencies and implement scalable process improvements.
• Excellent communication and interpersonal skills.

Preferred Skills:

• Experience working in a fast-paced, high-growth environment.
• Familiarity with OSS/BSS systems and customer service platforms.
• Data-driven mindset with the ability to analyze trends and drive performance improvements.

Join a medium-sized, high-growth broadband provider that is reshaping connectivity across multiple U.S. markets. As part of the GigPath initiative, we are focused on delivering 100% network completion in key regions in Texas. Your leadership will directly impact customer experience, operational efficiency, and market success.

Work Environment:

• Onsite at a dedicated call center facility.
• Collaborative, fast-paced, and mission-driven culture.

Business Impact:

This role is critical to improving install times, reducing customer churn, and optimizing support systems. Your leadership will help us meet aggressive build-out goals while delivering exceptional service to our growing customer base.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: 

• Medical, dental & vision 
• Critical Illness, Accident, and Hospital 
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available 
• Life Insurance (Voluntary Life & AD&D for the employee and dependents) 
• Short and long-term disability 
• Health Spending Account (HSA) 
• Transportation benefits 
• Employee Assistance Program 
• Time Off/Leave (PTO, Vacation or Sick Leave

Ready to lead the future of fiber connectivity?
Apply now and learn more!