Manager - Service Operations

Manager - Service Operations

Lumos is looking for a full-time Manager of Service Operations! If you're an experienced telecom field service leader who's excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we're harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

The Manager of Service Operations leads teams of employees & contractors that ensure customers have a great & professional experience when Lumos is onsite turning up service or troubleshooting. The Manager may have multiple supervisors as direct reports and ensures their teams deliver exceptional customer service, adhere to customer-driven schedules and Service Level Agreements (SLAs), and manage escalations timely. This position requires 24 / 7 on-call availability and is the first or second person in Service Operations coordinating customer service solutions after hours.

• Hybrid Opportunity Remote with frequent travel throughout the Chicago Metro area.

Lumos is on a mission to deliver lightning-fast, 100% Fiber Optic internet to the communities that need it most. After the merger of Lumos Networks and North State in 2022, we quickly rose to become a leading fiber internet provider. And as of April 1, 2025, we've joined forces with T-Mobile to launch T-Fibera joint venture that blends Lumos' infrastructure expertise with T-Mobile's national reach to bring fiber to more homes than ever before.

We currently connect over 475,000 homes, businesses, and multi-family buildings across nine states in the East and Midwest. With major growth in markets like Ohio, Alabama, Florida, and Georgiaand a shared goal of reaching 12 to 15 million homes by 2030Lumos is playing a vital role in closing the digital divide.

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can't be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That's why we are who we are : the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there's no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We're passionate about our customers' experience. Their futures don't stand still, and neither do ours. We'll never stop reinventing ourselves to meet our customers' evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people's lives.

Essential Functions

Knowledge, Skills, & Abilities Required

Other Experience & Requirements

Physical Requirements

Pay Range :

The annualized salary for this role ranges from : $85,000.00 - $95,000.00. Actual rate offered influenced by multiple factors including : education, training, relative skills & abilities, business needs, market factors, and work location. Pay Ranges are subject to modification.

Benefits & Perks

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.