External Field Ops Support Manager
DSI
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Own day-to-day execution of all field support activities handled by external call centers
- Serve as the primary operational point of contact for call center leadership
- Ensure customer and technician support interactions align with field operations requirements
- Oversee support for customers scheduling, rescheduling, and all other customer requests
- Oversee technician support for work order closure, system issues, and field-related needs and communicate escalation trends to respective areas
- Define and manage performance expectations, KPIs, and service-level standards for call center teams
- Identify performance gaps and drive corrective actions with call center leadership
- Ensure adherence to documented processes, SOPs, and escalation protocols
- Serve as the escalation point for complex or high-impact support issues
- Collaborate with internal field operations teams to resolve issues and improve outcomes
Requirements
- 7+ years of experience in operations, call center, or support leadership roles
- 3+ years of experience managing or overseeing third-party call center operations
- Strong understanding of customer and technician support environments
- Proven ability to manage performance through KPIs and service-level metrics
- Experience supporting field services, installations, or technician-based operations preferred
- Advanced proficiency in Microsoft Excel and data analysis
- Strong written and verbal communication skills
- Ability to drive accountability without direct employment authority
- Detail-oriented with a strong process and execution mindset
- Experience with call center platforms such as Five9 preferred
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
data analysisperformance managementKPI managementservice-level metricsprocess documentationescalation protocolsfield services supportcall center operations managementcustomer supporttechnician support
Soft skills
communication skillsdetail-orientedaccountabilityleadershipcollaborationproblem-solvingexecution mindsetoperational oversightperformance gap analysiscustomer interaction management