Senior Manager Customer Repair
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Job Summary
Leading the Strategic Engagement and Response Team (SERT) remotely, the full-time Senior Manager Customer Repair will manage critical escalations, drive automation and AI initiatives, and oversee project management to enhance customer service and operational efficiency.
Key responsibilities
- Represent Repair with customer and internal executives during critical escalations, providing updates and setting expectations
- Lead cross-functional projects and initiatives, ensuring timely delivery and alignment with organizational priorities
- Oversee the resolution of chronic customer issues and drive continuous improvement through data analysis and process enhancement
Required qualifications
- Bachelor's degree in Engineering, Telecommunications, Business, or a related field, or equivalent experience
- 10+ years in telecom network operations or customer repair, with at least 5 years in a leadership role
- Proven success in managing executive-level customer escalations and cross-functional project delivery
- Deep knowledge of circuit-based and IP services and the repair lifecycle
- Experience leading automation and AI initiatives in an operational setting
Complete Job Description
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