Manager Customer Repair

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager Customer Repair in United States.

This role sits at the center of network repair operations, leading a team responsible for restoring service and ensuring seamless customer connectivity. You will oversee real-time incident response, troubleshooting, and coordination across internal teams, vendors, and external partners during service-impacting events. The position combines technical network understanding with strong people leadership in a fast-paced operations environment. You will drive performance, efficiency, and service quality while ensuring adherence to SLAs and operational standards. It is a highly visible role where your decisions directly impact customer experience and network reliability. The environment is dynamic, collaborative, and focused on continuous improvement through data-driven operations and automation.

You will lead and manage a technical operations team responsible for proactive and reactive network repair, ensuring rapid resolution of service-impacting incidents while maintaining high service quality standards. You will oversee escalation management, cross-functional coordination, and operational reporting to ensure visibility and accountability across all repair activities.

• Supervise daily network repair, monitoring, troubleshooting, and restoration activities across teams
• Lead incident response efforts, ensuring timely resolution of outages and service disruptions
• Manage staffing, scheduling, training, and performance management for technical staff
• Coordinate with customers, vendors, carriers, and internal stakeholders during escalations
• Drive operational reporting, KPI tracking, and performance analysis for leadership visibility
• Support adoption of automation, AIOps concepts, and process improvements to increase efficiency
• Ensure compliance with SLAs, operational procedures, and service quality standards
• Handle after-hours escalations through on-call rotation as needed

Requirements

This role requires strong technical operations knowledge combined with proven leadership experience in network or IT environments. You should be comfortable managing high-pressure situations, guiding teams, and communicating effectively across technical and non-technical audiences.

• 5+ years of experience in network operations, IT support, or technical service management
• Prior leadership or supervisory experience managing technical teams
• Strong understanding of network operations, incident management, and SLA-driven environments
• Experience with monitoring tools, ticketing systems, and operational dashboards
• Ability to analyze operational data and translate insights into performance improvements
• Strong communication skills with ability to simplify technical issues for stakeholders
• Experience with escalation management and cross-functional coordination
• Familiarity with automation, AIOps concepts, or operational transformation initiatives is a plus

Benefits

• Competitive salary aligned with experience and location
• Comprehensive health, dental, and vision insurance
• Retirement savings plans including employer contributions
• Flexible remote work environment
• Paid time off and holiday benefits
• Career development and leadership growth opportunities
• Access to training programs and operational excellence initiatives
• Exposure to large-scale network environments and transformation projects