Oversee day-to-day operations across multiple states to ensure timely, accurate, and efficient execution of service delivery and customer operational support.
Lead, coach, and develop team members to drive performance, operational excellence, and professional growth.
Champion continuous improvement by identifying operational gaps, implementing scalable solutions, and standardizing best practices across the region.
Monitor, analyze, and manage key performance indicators (KPIs) to improve service quality, operational efficiency, and overall performance.
Partner closely with Sales, Service, Finance, and other cross-functional teams to support customer needs, resolve escalations, and streamline end-to-end workflows.
Ensure effective allocation and utilization of labor, budget, and operational resources to meet customer and business objectives.
Collaborate with other Regional Operations Managers to maintain alignment, share insights, and support regional and company-wide initiatives.
Perform additional responsibilities and special projects as needed.

5+ years of leadership experience in customer operations, service delivery, or project management within a multi-site environment.
Demonstrated success in driving change management, process improvement, and team development.
Strong analytical and business acumen, with the ability to interpret data, manage KPIs, and translate insights into actionable strategies.
Experience in telecommunications, wireless communications, or related industries strongly preferred.
Proficiency with operational systems and reporting tools; experience with Ormandy and Tableau is a plus.
Exceptional communication and presentation skills, with the ability to influence and collaborate at all levels of the organization.
Highly organized, with the ability to prioritize multiple initiatives while delivering operational excellence.
Bachelor’s degree preferred; equivalent experience considered.

Operations Manager – Mid-Atlantic

Key skills