National Service Manager

Mereo Fiber partners with multifamily communities to simplify technology with fiber Internet, data integration, and content services.

Position Summary:

The National Service Manager is responsible for leading and optimizing service operations across all markets, ensuring consistent delivery of high-quality technical support and field services. This role oversees Regional Service Managers, drives service performance to meet company SLA standards, manages nationwide vendor relationships, and builds scalable processes for maintenance, safety, reporting, and on-call support. The ideal candidate will have strong technical expertise in fiber, networking, and low-voltage systems combined with proven leadership experience in multi-market service operations.

Key Responsibilities:

• Lead, support, and oversee Regional Service Managers across all markets.
• Ensure company Service Level Agreements (SLAs) are met, with a focus on total time to serve and time to close.
• Develop and maintain service continuity plans and contingency maps for outage resolution.
• Build, implement, and continuously improve national maintenance programs and service standards.
• Oversee and cultivate relationships with third-party service vendors.
• Evaluate vendor performance and ensure alignment with company service expectations.
• Coordinate, manage, and optimize the national on-call rotation schedule.
• Create and maintain on-call stock locations for critical hardware and replacement parts.
• Develop and monitor reporting tools to identify opportunities for operational improvement, efficiency, and workforce management optimization.
• Monitor compliance with company safety standards across all service teams.
• Partner with Safety teams to reinforce best practices and support corrective action initiatives as needed.

Qualifications:

• 5-10+ years of service operations, technical field leadership, or related experience.
• Experience managing multi-state or national service teams preferred.
• Familiarity with Fiber (MM/ SM, Installation, testing and troubleshooting, Mechanical/ Fusion Termination, OTDR Testing, Light meters), Ethernet (Cat5e, cat6, cat6a, Installation, terminations, testing, troubleshooting), Coax (RG6/11, Hardline, termination, testing), DOCSIS, Network OSI Model, LV Systems (Brivo Access control, Resideo Smart Home, Brivo Smart Home, ButterflyMX, OpenEye, LV Control wire cabling and install standards
• Strong analytical and reporting skills with the ability to build KPIs/SLA dashboards.
• Excellent communication, vendor management, and cross-functional leadership skills.
• Ability to travel as required (estimated 10%)

Pay: From $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person