--- title: 'Sr. Manager - Sales Support at Lumos' canonical: 'https://feeny.ai/job/sr-manager-sales-support-lumos-united-states-of-america-ms9qmpqt6aa0' type: 'job' last_seen: '2026-09-10' --- # Sr. Manager - Sales Support at Lumos - **Company:** Lumos - **Location:** United States of America, United States - **Work type:** remote - **Posted:** 2026-09-01 - **Last confirmed live:** 2026-09-10 - **Apply:** https://job-boards.greenhouse.io/lumosfiber/jobs/5412894008 ## Job description As a Senior Manager of Sales Support, you'll lead the teams responsible for helping turn Business, Enterprise, and MDU sales into a seamless customer experience. You'll oversee sales order management, service delivery coordination, and call center operations, ensuring customer orders move efficiently from sale through delivery while meeting quality, productivity, and service expectations. You'll lead and develop a high-performing team, improve how work gets done, and partner across Sales, Engineering, Field Operations, and other teams to remove roadblocks and strengthen the customer experience. This is an opportunity for a hands-on leader who enjoys developing people, solving operational challenges, and building scalable processes in a fast-moving environment. Why Lumos: Lumos is transforming the future of connectivity by building one of the nation's fastest-growing 100% Fiber Optic networks. Through T-Fiber, our joint venture with T-Mobile, we're working toward a shared goal of connecting 12 to 15 million homes by 2030 while expanding access to reliable, high-speed internet in the communities we serve. Here, you'll find more than a job, you'll have the opportunity to make an impact, take ownership of your work, and help shape how we grow. We move quickly, collaborate across teams, and believe the best ideas come from people who are curious, solutions-oriented, and ready to build what's next. What You'll Do: - Lead, mentor, and develop Business, Enterprise, and MDU Sales Support teams, setting clear expectations and creating consistent coaching and feedback to support performance and growth. - Oversee daily Service Delivery Call Center operations, including staffing, scheduling, call volume, adherence, payroll, overtime, and PTO, while serving as a key resource for employees. - Establish and monitor productivity goals and KPIs, including cutover intervals, ON Tracks, service delivery timelines, and other performance measures. - Analyze team performance, revenue targets, workload, and operational demands to adjust staffing, priorities, and workflows as needed. - Improve sales order processes to reduce order lifecycle times while maintaining accuracy, quality, SLA compliance, and a positive customer experience. - Use Calabrio, Five9, and other operational tools to monitor adherence, quality, productivity, and overall team performance. - Partner across Sales Support, Service Delivery, Engineering, Field Operations, and other teams to resolve issues and keep customer orders moving. - Communicate process changes, business updates, and expectations clearly and consistently across the team. - Identify, test, and implement process improvements that increase efficiency, scalability, and customer satisfaction. - Lead and support departmental and cross-functional projects tied to business goals, operational improvements, and the customer experience. What You'll Bring: - Solid understanding of sales order workflows, call center operations, and Business, Enterprise, and MDU service delivery. - Proven ability to lead, coach, and develop teams while setting clear expectations and addressing performance gaps. - Experience establishing and managing KPIs, productivity goals, staffing needs, and service-level expectations. - Experience with Calabrio, Five9, or similar workforce management and call center platforms. - Strong analytical and problem-solving skills with the ability to use performance data to identify trends and drive improvements. - Excellent communication and relationship-building skills with the ability to work effectively across teams and levels of the organization. - Ability to manage multiple priorities, make sound decisions, and adapt quickly in a fast-paced environment. What Makes You a Great Fit: - 6+ years of experience in Business Sales Support, Service Delivery, sales operations, or a related function. - 3+ years of leadership experience managing and developing teams. - Experience supporting Business, Enterprise, or MDU customers within telecommunications or a similar service-based environment. - Experience leading call center or service delivery operations with responsibility for staffing, productivity, quality, and performance. - Demonstrated success improving sales order or service delivery processes to increase efficiency and reduce cycle times. - Comfortable partnering across Sales, Engineering, Field Operations, and other teams to solve problems and improve the customer experience. Physical Requirements: - Constantly operates computer, keyboard, and related peripherals. - Frequent sedentary periods using computer, keyboard, and other peripherals. - Near-constant use of sight, speech, hearing, comprehension, and reasoning. Benefits & Perks: Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow. We have: - Comprehensive health, dental, and vision coverage. - Competitive compensation packages, including bonus options for eligible positions. - Paid Time Off & Paid Holidays. - Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs). - 100% employer-paid life and disability insurance. - Employee Assistance Program (EAP) with access to professional support for life’s challenges. - 401K plan w/ up to 5% employer contribution and a self-directed brokerage option. - Wellness program offering education and cash incentives for gym attendance and nutrition programs. - Employee referral bonuses. - Discounts on Lumos Fiber Internet for employees who live in our service areas. Applicant Eligibility Notice: Applicants must be at least eighteen (18) years of age at the time of application. At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. ## About Lumos ## Company Overview - **One-liner**: Lumos is a 100% Fiber Optic Internet provider and network infrastructure developer delivering high-speed connectivity to residential, business, and wholesale customers across the Southeast and Midwest United States. - **Entity Type**: Private - **Headquarters**: High Point, North Carolina, USA - **Founded**: Not publicly available (the company has undergone a rebranding from previous entities; current operations date to at least the early 2020s) - **Founders**: Not publicly available (current leadership team includes CEO Scott Mispagel, who succeeded founding-era CEO Brian Stading in 2026) ## Core Business - **Primary Industry**: Telecommunications / Internet Service Provider (ISP) — specifically 100% Fiber Optic broadband infrastructure. - **Target Customers**: Residential consumers, small-to-medium businesses (SMBs), enterprise organizations, multi-dwelling unit (MDU) property managers, and wholesale partners (e.g., T-Mobile Fiber). - **Mission Statement**: To build lasting infrastructure that empowers everyone to thrive in a digital world — closing the digital divide and creating new opportunities for small towns and growing neighborhoods. ## Products & Services - **Residential Fiber Internet**: Symmetrical, multi-gigabit speeds up to 8 Gigs with add-ons like cybersecurity and Total Home Wi-Fi. Designed for multiple users and devices with zero congestion. - **Business Fiber Internet**: High-speed connectivity for cloud-based productivity, AI automation, and operations — from small startups to enterprise organizations, with long-term ROI focus. - **Wholesale / Infrastructure**: Fiber backbone for T-Mobile Fiber, delivering high-capacity, ultra-reliable infrastructure across the Southeast and Midwest to power next-generation connectivity. - **Community Partnerships**: Public-private partnerships with municipalities and the USDA’s Rural Utilities Service to bring fiber to underserved rural areas. ## Market Standing - **Valuation**: Not publicly disclosed (private company). - **Key Metrics**: - 475,000+ homes passed across 10 states (as of early 2026). - Goal to reach 3.5 million homes by the end of 2028, in partnership with T-Mobile Fiber. - 1,000,000+ homes connected (as of the most recent reporting). - 28,000+ homes added in a single public-private partnership in one state. - 700 employees and growing. - **Notable Investors/Partners**: T-Mobile Fiber (wholesale partner); USDA Rural Utilities Service (public-private partnership). - **Growth Signals**: Aggressive expansion — targeting 3.5M homes by 2028; active in 10 states (AL, FL, GA, IL, IN, KY, NC, OH, SC, VA); CEO transition in 2026 to Scott Mispagel signals scaling phase. ## Competitive Advantages - **100% Fiber Optic Network**: Unlike many ISPs that use hybrid fiber-coaxial or DSL, Lumos is pure fiber, enabling symmetrical multi-gigabit speeds with high reliability. - **Local, In-Market Presence**: Hires locally and invests in community causes, differentiating from larger national ISPs with remote customer service. - **Wholesale Partnership with T-Mobile**: Provides a massive, capital-efficient expansion channel to reach millions of homes without bearing the full customer acquisition cost. - **Public-Private Partnership Expertise**: Proven ability to secure federal and state grants (e.g., USDA RUS) to build in underserved rural areas, creating a defensible right-of-way and subsidy moat. ## Strategic Focus - **Massive Network Expansion**: The top priority is scaling from ~475K homes passed to 3.5M by 2028, primarily through the T-Mobile Fiber partnership and continued public-private projects. - **Rural & Underserved Markets**: Focus on small towns and growing neighborhoods where fiber is scarce, leveraging government subsidies and local partnerships. - **Operational Scale-Up**: Building out the organization (headcount, processes, leadership) to support rapid infrastructure deployment and customer growth. - **Sustainability**: Published a 2023 Sustainability Report; fiber is inherently more energy-efficient than copper/coaxial networks. ## Why Work Here - **Mission-Driven Work**: Employees directly contribute to closing the digital divide and bringing high-speed internet to underserved communities — a tangible, meaningful impact. - **Culture Highlights**: - "You’re not a number" — the company emphasizes seeing the person behind the position. - Open communication and leadership empathy are core values. - Growth and advancement are actively supported. - Employee expertise is respected and valued. - **Benefits**: Health Insurance (Medical, Dental & Vision), Health & Flexible Savings Accounts (HSAs & FSAs), 401(k) Retirement Plan with Matching, Paid Time Off & Personal Days. - **Work Environment**: Hybrid/office presence likely (roles listed include OSP Construction Project Engineers, IT Support, etc., indicating field and office work). The company is actively hiring across multiple states. - **Growth Trajectory**: With a 3.5M home goal and 700+ employees scaling up, there is strong potential for career advancement as the company grows. ## Sources 1. [lumosfiber.com](https://www.lumosfiber.com/) — Official company site (products, values, coverage map) 2. [lumosfiber.com/about](https://www.lumosfiber.com/about/) — Leadership team, metrics, sustainability report, expansion goals 3. [careers.lumosfiber.com](https://careers.lumosfiber.com/) — Careers page (employee value proposition, benefits, open roles) 4. [careers.lumosfiber.com/about](https://careers.lumosfiber.com/about/) — Culture and values description 5. [linkedin.com/company/lumosfiber](https://www.linkedin.com/company/lumosfiber) — LinkedIn company page (open positions, headcount) ## Other roles at Lumos - [IT Jr. Engineer - Support Technician](https://feeny.ai/job/it-jr-engineer-support-technician-lumos-daleville-8ddgjas6esta) — Daleville, VA - [Account Executive - MDU](https://feeny.ai/job/account-executive-mdu-lumos-united-states-of-america-2hcanxsp5tpg) — United States of America, United States - [Manager - OSP Engineering](https://feeny.ai/job/manager-osp-engineering-lumos-high-point-xg67nd7hygfh) — High Point, NC - [OSP Engineer](https://feeny.ai/job/osp-engineer-lumos-high-point-qh3kn9smk84s) — High Point, NC - [OSP Construction Project Engineer](https://feeny.ai/job/osp-construction-project-engineer-lumos-beaumont-ewv4437nma8f) — Beaumont, TX - [Manager - OSP Construction](https://feeny.ai/job/manager-osp-construction-lumos-beaumont-vbkk0ca5cy14) — Beaumont, TX - [OSP Construction Project Engineer](https://feeny.ai/job/osp-construction-project-engineer-lumos-united-states-of-america-usa-kyy0zwthb23m) — United States of America Usa, TX - [OSP Construction Project Engineer](https://feeny.ai/job/osp-construction-project-engineer-lumos-united-states-of-america-usa-x2hmq1sz8m4p) — United States of America Usa, TX - [OSP Construction Project Engineer](https://feeny.ai/job/osp-construction-project-engineer-lumos-newburg-znk9sbj726y1) — Newburg, IN - [Manager - OSP Construction](https://feeny.ai/job/manager-osp-construction-lumos-newburg-bmfdt7gwz5k9) — Newburg, IN