Mobile Operations Manager

Role Overview

• Own end‑to‑end mobile operations for Sparklight Mobile, ensuring activation, provisioning, billing, and support functions operate reliably at scale with minimal customer friction.
• Lead frontline and support readiness, translating mobile complexity into clear training, documentation, and playbooks that enable consistent execution and strong customer experiences.
• Serve as the central cross‑functional owner for Mobile operations, aligning operational execution with business strategy across Product, Engineering, Billing, Care, Sales, and external partners.
• Define, monitor, and act on mobile operational KPIs, using data and root‑cause analysis to reduce defects, improve performance, and protect revenue.
• Anticipate scale‑related risks and drive sustainable, long‑term solutions, increasing automation, standardization, and operational maturity as the business grows.
• Act as an escalation owner for high‑impact customer or system issues, balancing immediate resolution with durable fixes.

Requirements

• 7+ years of experience in customer operations, service delivery, or operational support within telecom, wireless, broadband, or technology‑enabled services environments
• Direct ownership of complex operational workflows, including provisioning, activation, billing, or customer lifecycle management across multiple systems
• Proven experience supporting large‑scale product launches or platform migrations, with accountability for operational readiness and frontline enablement
• Strong cross‑functional leadership experience, partnering effectively with Product, Engineering, Billing, Care, Sales, and external vendors
• Demonstrated ability to leverage data and KPIs to identify issues, perform root‑cause analysis, and implement sustainable operational improvements
• Experience serving as an escalation point for high‑impact operational or customer issues
• Preferred Qualifications Wireless or MVNO experience, including SIM/eSIM workflows, number porting, device compatibility, and carrier integrations
• Experience managing vendor and partner relationships, including SLAs, incident coordination, and launch readiness
• Strong understanding of telecom billing and finance processes, including rating, invoicing, credits, discounts, and revenue protection
• Experience designing scalable operating models, SOPs, and automation to support growth and expansion
• Exposure to PCI, compliance, or regulatory requirements within telecom or payments environments
• Change management or transformation experience in high‑growth or post‑acquisition environments
• Proven ability to translate technical complexity into clear, actionable guidance for frontline teams

Benefits

• Medical, dental, and vision coverage starting day one
• Life insurance for associates and eligible dependents
• Paid time off (vacation, holidays, and personal/sick time)
• 401(k) with 100% company match starting day one (up to 5% of eligible compensation)
• Group Legal Plan with Identity Theft Protection
• Tuition reimbursement (up to $5,250 in the first year)
• Annual community support initiatives across the U.S.
• Associate recognition and awards programs
• Career advancement opportunities
• Collaborative, team‑oriented work environment