Carrier Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of and nurture relationships with telecommunications carriers and aggregators, including ILEC, CLEC, wireless, and wholesale providers.

• Act as the main escalation point for carrier outages, persistent issues, and service conflicts.

• Perform regular reviews of carrier performance and manage remediation plans when service level agreements (SLAs) are not fulfilled.

• Oversee and manage carrier SLAs, focusing on restoration times, ticket aging, and escalation efficiency.

• Monitor, analyze, and report on carrier performance metrics and trends.

• Promote accountability for service disruptions caused by carriers and interruptions experienced by customers.

• Negotiate carrier contracts, renewals, pricing changes, and service credits.

• Collaborate with the Accounting department to confirm carrier billing accuracy, manage disputes, and ensure cost precision.

• Keep precise records of carrier inventory and service documentation.

• Work together with Voice, Network, Operations, and Sales Engineering teams to facilitate customer delivery and resolve issues.

• Provide carrier expertise during customer onboarding, migrations, and escalations.

• Assist leadership with data and insights pertaining to carrier performance and costs.

• Generate and present key performance indicators (KPI) and performance reports related to carrier services.

• Maintain carrier documentation, escalation contacts, and standard operating procedures.

• Identify opportunities for process improvements to enhance service reliability and vendor efficiency.

⛳️ Requirements

• Over 5 years of experience working with telecommunications carriers or service providers.

• In-depth understanding of voice, data, and transport services.

• Proven experience in managing carrier escalations, SLAs, and vendor performance.

• Ability to collaborate effectively across technical and business teams.

• Excellent analytical, documentation, and communication skills.

• Experience in wholesale telecom, UCaaS, or managed services environments is preferred.

• Background in negotiating carrier contracts and pricing is preferred.

• Knowledge of telecom regulatory considerations and compliance is preferred.

• Previous leadership or management experience is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits including medical, dental, and vision.

• Retirement savings plans with company matching.

• Opportunities for professional development and career advancement.

• Flexible working arrangements and a supportive work environment.