Brightspeed · 2 hours ago
Supervisor, Operational Support
Charlotte, NC
Full-time
Hybrid
Mid, Senior Level
4+ years expBrightspeed is reimagining connectivity by providing fast, reliable internet across the Midwest and South. They are seeking a Supervisor, Operational Support to lead cross-functional teams, ensuring operational excellence and a high-quality customer experience while managing escalations and performance metrics.
InternetTelecommunicationsWireless
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Competitive medical, dental, vision, and life insurance
Employee assistance program
401K plan with company match
A host of voluntary benefits
Company
Brightspeed
Brightspeed provides fiber and broadband services, enhancing connectivity for homes and businesses with reliable telecom solutions.
1001-5000 employees
H1B Sponsorship
Brightspeed has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2023 (15)
2022 (13)
Funding
Current Stage
Late StageTotal Funding
$6.51BKey Investors
Ohio Residential Broadband Expansion GrantN.C. Division of Broadband & Digital EquityOhio Department of Development
2025-09-15Grant· $13.8M
2025-08-15Debt Financing· $1.65B
2025-06-19Undisclosed· $575M
Leadership Team
Michel Combes
Executive Chairman of the Board and acting CEO
Amy Wulfestieg
Chief Communications Officer
Recent News
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2026-01-16
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-16
Company data provided by crunchbase