The Manager–Service Management (6E) owns the strategic vision and execution of Proactive Network Maintenance (PNM) and Service Assurance initiatives for all Cable and Wireline markets.  This position forms partnerships across functional boundaries to understand the functional performance expectations of the Services we deliver to our customers. It creates an aggregate of Key Performance Indicators spanning Network Operations and IT infrastructure that quantify the Quality of Experience for these services.  The data created from this process provides an objective foundation for the continued focus on operational efficiency and cost control.  This position oversees multiple functional roles in order to support these initiatives:

• Escalated support for our Layer 1 network including both OSP and toolsets.
• Ownership and operationalization of the overall PNM and Service Management programs
• Initialization and prioritization of Operational and IT network based proactive initiatives
• Continual monitoring and adjustment of Service performance based KPI thresholds and algorithms to continually optimize operational processes and customer experience.
• Primary Network Operations stakeholder for PNM and Service Assurance initiatives, partnering with IT & Network Services PNM stakeholders for prioritization and accomplishment of financial and operational goals.
• Coordination of efforts to achieve the 25% truck roll reduction as currently documented in strategic long-range forecast.

This position provides direction and vision to ensure that Company strategic initiatives are being met for the following teams:

• Centralized Field Support: This team serves as an escalation and on the job training resource for our Field Service Technicians for all issues related to our outside plant maintenance, repair, and installation including copper, cable, and PON.  This team is also responsible for ensuring that OSP related insights derived from the PNM program are converted into action, worked to completion, and have the desired impact on operational expense.
• Proactive Network Maintenance: This team is responsible for the ideation, initial systems development, and overall oversight of Proactive initiatives and the creation of intelligent network insights targeting improved insight to service performance, customer experience. The team then works with Operational leaders to leverage these systems to reduce trouble calls, and unnecessary truck rolls.  These tools can be employed by, or impact, several different teams across the organization including, but not limited to, Field Services, Customer Repair, Network Operations and Network Services.

This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.

• Provide strategic and direct leadership to the Proactive Network Maintenance and Centralized Field support front-line employees, including strategic planning, direction, and support for the following areas:
  • Field Service Layer 1 Support
  • Field Service Layer 1 test gear and tools support
  • Proactive Network Maintenance initiatives
  • Proactive Network Maintenance operationalization
  • Service performance measurement and operationalization
• Create and implement strategic vision for both Centralized Field Support and proactive Service Assurance initiatives.  Champion the creation, adoption and continual evolution of intelligent, data-backed, network tools to enable the efficient and surgical identification, isolation and prediction of network faults.  Regularly monitor and adjust performance of these intelligent systems to meet or exceed the strategic goals of the organization. 
• Partner with adjacent leaders in Marketing Sales & Customer Operations (MSCO), Network Services, and Information Technology (IT) with respect to planning, development and strategic vision for the evolution of the toolsets required to meet strategic operational and customer experience improvement initiatives.
• Create and maintain applicable metrics to track, quantify and trend improvements of proactive systems, tools, and processes, ensuring that the results align with both TDS and Operational Strategic Initiatives.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs

Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more! 

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.