Customer Service Operations Manager

Job Title: Customer Service Operations Manager
Location: Wright City, MO 
Start Date: Immediate 
About Gateway: 
Gateway Fiber is seeking an outstanding individual to fill the role of Customer Service Operations Manager. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.  
 
Gateway’s Beliefs About People: 
Gateway believes that people want to know they are cared for both professionally and personally at work. We need a clear vision for where the company is going and how we can contribute to it. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared, and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business.  
Expected Outcomes and Requirements: 
Gateway is hiring a Customer Service Operations To ensure that staff are well-trained, customer feedback is thoroughly analyzed, and service standards are upheld, manage daily operations, oversee team performance, and work collaboratively across departments to enhance customer satisfaction. As a key member of the customer service team, you'll play an integral role in maintaining Gateway's industry-leading customer service standards while supporting our mission to add 100,000 residential and business passings per year. The Customer Service Operations Manager is expected to contribute in the following significant ways: 
 

• Oversee and manage the daily operations of scheduling, workforce management, site support, order management, and customer activation teams to ensure efficient service delivery and high customer satisfaction.
• Develop, implement, and enforce customer service and coordination policies and procedures that support Gateway Fiber’s strategic objectives.
• Monitor and evaluate team performance using key performance indicators (KPIs), such as response times, issue resolution rates, and customer satisfaction scores, to maintain lofty standards.
• Train, mentor, and support team members, ensuring they are well-equipped to manage their responsibilities and contribute to Gateway’s service goals.
• Manage escalated customer issues promptly and professionally, with a focus on maintaining customer retention and satisfaction.
• Collaborate with cross-functional departments, such as sales, technical support, and order processing, to streamline workflows and improve service delivery efficiency.
• Conduct gaps and analysis of customer feedback and operational data to identify trends, address service gaps, and implement improvements to enhance customer experience.
• Manage staffing needs, including scheduling, recruiting, and conducting performance evaluations, to maintain a motivated and effective team.
• Ensure all customer operations and coordination activities comply with industry standards and Gateway Fiber’s internal policies.

The successful candidate will bring the following to the table: 

• Associate degree or equivalent experience in Business, Operations Management, or a related field (bachelor’s degree preferred but not required).
• 3+ years of experience in customer service operations, coordination, or a related management role, with experience managing teams.
• Proven experience in leading and developing high-performing teams, particularly in scheduling, workforce management, and customer service.
• Strong understanding of customer service and coordination principles, KPIs, and best practices.
• Excellent critical thinking skills with a focus on customer satisfaction, retention, and

operational efficiency.

• Effective communication and leadership skills with the ability to collaborate effectively across departments.
• Familiarity with customer service software and coordination management systems is a plus.

What’s in it for you? 

• Seeing your work makes a positive difference in the lives of our served communities. 

• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment). 

• Locally owned, friendly, innovative company with high growth projections. 

• Career development. 

• To learn skills and participate in critical projects in all areas of the business.