Supervisor, Operational Support

Brightspeed • Charlotte, NC

2d • Hybrid

About The Position

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.

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 Haves

• 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

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager