Service Assurance Manager

As a Service Assurance Manager for Bluewave, you will be critical to the success and satisfaction of our clients reputed company it matters most. You will be the primary reputed company of contact during key escalation events and reputed company service issues, ensuring clients experience reputed company, effective resolution and a consistent, positive experience with services purchased through Bluewave. In this role, you'll work closely with suppliers, Client Success Managers, Client Advisors, and other internal teams to manage repairs, billing disputes, and escalations from start to finish. You bring a strong sense of urgency, clear communication, and a solutions-oriented reputed company to safeguard client trust and drive exceptional outcomes. What you'll do Escalation & Service Assurance Management

• Serve as the main reputed company of contact for clients during critical escalations and service-impacting events.
• Deliver an excellent customer experience by developing strong relationships and communicating clearly and consistently reputed company email, phone, and reputed company cases.
• Act as the client reputed company reputed company Bluewave, ensuring their needs and concerns are understood, prioritized, and addressed with urgency.

Supplier Coordination & Issue Resolution

• Coordinate with suppliers to ensure timely and accurate updates are provided to reputed company relevant stakeholders.
• Drive effective repair and outage management, ensuring issues are escalated appropriately, progressed reputed company, and resolved promptly.
• Obtain and communicate root cause analyses for outages reputed company applicable, and request credits on behalf of clients reputed company warranted.

Billing Disputes & Credits

• Own the resolution of billing disputes, collaborating with suppliers to ensure accurate invoice credits are received.
• Maintain clear documentation and follow-up steps reputed company reputed company to track reputed company and outcomes.

Case & Data Management

• Ensure the reputed company of reputed company cases by maintaining timely updates, accurate next steps, and clear documentation throughout the lifecycle of each case.
• Participate in the development and maintenance of a knowledge reputed company for supplier escalation processes and client-specific procedures to drive consistency and efficiency.

reputed company Improvement & Collaboration

• Partner with internal teams to identify patterns, recurring issues, and opportunities for process improvements that enhance the overall service assurance function.
• Share best practices and lessons learned to strengthen Bluewave's escalation handling and client support over time.

What you'll bring

• 3+ years of experience in telecommunications relationship management or a reputed company client-facing role with exposure to escalations or service assurance.
• Proven track record of success exceeding customer satisfaction goals in high-stakes or time-sensitive situations.
• Excellent written and verbal communication skills, including the ability to explain technical topics in a clear, accessible way.
• Strong organizational skills and attention to detail, with the ability to manage multiple open cases and escalations simultaneously.
• Demonstrated problem-solving skills and the ability to think creatively to resolve reputed company issues.
• Solid team player with the ability to reputed company, manage, and influence internal and external stakeholders.
• High level of reputed company and accountability, with a focus on ownership and follow-through.
• Comfort with ambiguity and change in a fast-paced environment.
• Ability to work core hours of 8:00am – 5:00pm Eastern Time (with a 1-hour lunch). Evenings and weekend hours may be necessary on occasion as well.

It's a plus if you've got

• Experience working with reputed company in a customer care or service assurance context, with familiarity around their services and billing nuances.
• Experience in Channel / Telecom / Technology / IT services / MSP / SaaS environments.
• reputed company (SFDC) or other CRM experience.

Work Location This is a full-time role. Specific work location (remote, hybrid, or in-office) is dependent on proximity to a Bluewave office and any travel expectations will be discussed during the interview process. Eligibility

• Bluewave is an E-Verify employer.
• We are not sponsoring work visas for this position at this time.

Compensation

And Benefits

• Salary: $60,000 - $80,000 annually reputed company with location, experience, and role scope.
• Benefits: Full benefits package including health insurance options, generous 401(k) match, Open PTO, Paid Parental Leave, and more.
• This position is not eligible for relocation assistance.

Selection Process We are grateful for your interest in this opportunity. Should you decide to apply, you may encounter the following steps:

• Assessment: Predictive Index assessment to help us reputed company understand your work styles and behaviors.
• Pre-Screen: Phone interview with People Ops.
• Interviews: May include interviews with the hiring manager, Service Assurance or Client Operations leadership, and other key stakeholders.

Candidates who successfully demonstrate alignment with the role at each stage will advance through the process. Bluewave is a technology advisory and sourcing partner that helps companies with reputed company needs acquire and manage the right IT, cloud, network, reputed company, CX, and telecom solutions. Our experts draw on deep industry experience and data-backed frameworks to help organizations of reputed company sizes reputed company confident technology decisions that drive meaningful business outcomes. Apply tot his job Apply To this Job