Lead and develop a team responsible for telecom carrier order processing, including installs, changes, and disconnects.
Oversee execution of Access Service Requests (ASR) across multiple order types (e.g., ethernet, transport, microwave).
Ensure operational accuracy, timeliness, and compliance across high-volume, order-driven workflows.
Act as a second-level escalation point for complex customer or carrier issues.
Coordinate and prioritize work across onshore and offshore teams to maximize coverage and throughput.
Partner with internal and external stakeholders to resolve order fallout and system-related issues.
Monitor performance metrics and operational trends to identify opportunities for process improvement.

Telecom carrier operations experience, including wholesale or carrier-grade service delivery.
Hands-on experience with Access Service Requests (ASRs), including multiple order and activity types.
People leadership experience managing operational teams.
6+ years of experience in telecom operations, service delivery, or order management roles.
Experience managing multiple high-priority workflows in parallel within fast-paced operational environments.
Experience working with telecom order management or provisioning systems.
Proficiency in Microsoft Office tools (Excel, Word, Outlook, PowerPoint).

Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
Company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short
and long-term disability.
Adoption assistance and fertility planning coverage to caregiver support.
Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave.
401(k) with employer match and Employee Stock Purchase Plan (ESPP).
Tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, and charitable gift matching.
Access 24/7 support including professional therapy, coaching, emotional well-being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

Product Support Manager

Key skills