Advanced & Escalations Field Ops Manager
DSI
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Lead internal Tier 2 and Tier 3 Field Operations support teams
- Serve as the primary escalation point for all field issues not resolved by Tier 1 support
- Own resolution of complex customer and technician issues impacting installation completion
- Oversee execution and support of advanced and non-standard installation types
- Manage operational workflows for installs requiring specialized coordination or inventory
- Ensure accurate handling of complex work orders, job scopes, and system updates
- Partner with inventory, administrative teams, Credit and others to support advanced installs
- Define performance expectations, workflows, and escalation protocols for the team
- Identify recurring escalation drivers and implement corrective actions
- Collaborate closely with the Senior Manager of Field Operations and peer managers
Requirements
- 7+ years of experience in field operations, technical operations, or service delivery
- 3+ years of experience leading Tier 2 / Tier 3 support or escalation teams
- Strong understanding of installation workflows and technician-based operations
- Experience supporting complex or non-standard installs (e.g., MDU, commercial, or large-scale deployments)
- Ability to troubleshoot and resolve complex operational and technical issues
- Proven ability to manage performance through KPIs and escalation metrics
- Strong analytical skills with advanced proficiency in Microsoft Excel
- Excellent written and verbal communication skills
- Detail-oriented with strong process ownership and execution discipline
- Experience working cross-functionally with field operations and other such departments
Benefits
- Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
field operationstechnical operationsservice deliveryinstallation workflowstroubleshootingperformance managementKPI managementescalation metricsMicrosoft Excel
Soft skills
leadershipanalytical skillswritten communicationverbal communicationdetail-orientedprocess ownershipexecution discipline