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DSI · 19 hours ago

Advanced & Escalations Field Ops Manager

United States

Full-time

Remote

Mid, Senior Level

DSI Systems Inc., an authorized AT&T partner and the nation’s largest home services distributor, is seeking an Advanced & Escalation Field Ops Manager to lead Tier 2 and Tier 3 Field Operations support. This role serves as the primary escalation point for complex field escalations and requires strong cross-functional collaboration and data-driven performance management.

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Responsibilities

Lead internal Tier 2 and Tier 3 Field Operations support teams

Serve as the primary escalation point for all field issues not resolved by Tier 1 support

Own resolution of complex customer and technician issues impacting installation completion

Oversee execution and support of advanced and non-standard installation types

Manage operational workflows for installs requiring specialized coordination or inventory

Ensure accurate handling of complex work orders, job scopes, and system updates

Partner with inventory, administrative teams, Credit and others to support advanced installs

Define performance expectations, workflows, and escalation protocols for the team

Identify recurring escalation drivers and implement corrective actions

Collaborate closely with the Senior Manager of Field Operations and peer managers

Qualification

Field Operations ManagementEscalation ManagementData-driven Performance ManagementCross-functional CollaborationTechnical ExpertiseOperational Leadership

Required