Order Management & Dispatch Supervisor

Order Management & Dispatch Supervisor

Any Lightcurve Office, currently including Eatonville, Yelm, Ellensburg, and Tacoma

About Lightcurve

Headquartered in Tacoma, WA, Lightcurve is a local leader in delivering high-speed internet and digital connectivity solutions to communities throughout Washington State. With a commitment to provide innovative and reliable broadband services delivered with a focus on excellent customer service, Lightcurve is dedicated to connecting people, supporting community growth, and building networks that fuel our local economies.

In 2023 Palisade Infrastructure (“Palisade”) closed on a transaction to acquire Rainier Connect, forming Lightcurve. In 2024 Lightcurve closed on a transaction acquiring the Washington state operations of Consolidated Communications. Since then, Lightcurve has announced plans to deploy fiber optic broadband in several communities. These investments will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities.

Company Culture and Values - At Lightcurve, we are driven by our core values.

Integrity Upholding the highest standards of integrity at all times.

Delighting Our Customers: Delivering exceptional experiences that exceed expectations.

Collaboration: Working together to create successful outcomes for customers and employees alike.

Position Summary

The Order Management & Dispatch Supervisor plays a critical role in ensuring seamless coordination of field operations in a fast-growing telecommunications and fiber environment. This leader oversees daily dispatch functions, optimizing technician routing, scheduling, and resource allocation to deliver efficient, high-quality service. In addition, this role supervises Service Order Quality and Telecom Database Management functions, ensuring accuracy, compliance, and integrity across systems supporting E911, Caller ID (CNAM), and Number Porting (LNP). This position requires a nimble, creative, and solutions-oriented leader who can adapt quickly to changing priorities, think innovatively, and continuously improve processes to support operational excellence and an exceptional customer experience.

Key Responsibilities

Dispatch Operations Leadership

• Supervise daily dispatch operations, including scheduling, routing, and real-time job adjustments
• Optimize technician utilization across installs, service calls, and maintenance work
• Monitor workload distribution and dynamically adjust based on demand and priority
• Ensure efficient execution of daily field activities to meet service commitments

Service Order Quality & Telecom Database Management

• Supervise employees responsible for service order accuracy, validation, and completion quality
• Ensure all service orders are entered, updated, and closed with complete and accurate data
• Oversee telecom database functions including:
• E911 (Enhanced 911) address validation and compliance
• Caller ID (CNAM) provisioning accuracy
• Local Number Portability (LNP) / Number Porting processes
• Monitor order fallout, rejects, and errors; implement corrective actions
• Ensure compliance with regulatory requirements and industry standards
• Maintain data integrity across systems (IVUE/OSS/BSS or equivalent)

Real-Time Operations & Problem Solving

• Act as the central escalation point for scheduling conflicts, delays, and field challenges
• Make quick, informed decisions to reroute resources and minimize service disruptions
• Adapt to changing conditions such as outages, weather, staffing gaps, and urgent priorities

Process Improvement & Innovation

• Identify inefficiencies in dispatch workflows and service order processes
• Implement creative solutions to improve routing, scheduling, and data accuracy
• Leverage reporting and analytics to improve operational performance and reduce errors
• Support system enhancements and continuous improvement initiatives

Cross-Functional Collaboration

• Partner with Field Operations, Customer Care, Sales, IT, and Network teams
• Align scheduling priorities with customer commitments and operational capacity
• Collaborate on system improvements, order flow enhancements, and data accuracy initiatives
• Support rollout of new products, services, and operational processes

Performance Management & Accountability

• Track and report on key performance indicators (KPIs), including:
• On-time arrival and completion rates
• Technician productivity and utilization
• Service order accuracy and completion rates
• Order fallout/error rates (E911, CNAM, LNP)
• Establish and maintain team scorecards and performance metrics
• Identify performance gaps and drive improvement through coaching and accountability

Team Leadership & Development

• Lead, coach, and develop dispatch and service order/database team members
• Foster a culture of accountability, collaboration, and continuous improvement
• Support hiring, onboarding, and training of team members
• Address performance issues proactively, including coaching and corrective action when appropriate

Operational Awareness & Customer Focus

• Maintain strong knowledge of telecommunications products, services, and workflows
• Identify trends impacting service delivery, efficiency, and customer experience
• Ensure dispatch and order processes support a high-quality customer experience
• Promote clear, professional communication across all interactions

Systems & Tools Management

• Utilize dispatch and telecom systems (IVUE or equivalent OSS/BSS platforms)
• Ensure accurate data entry, tracking, and reporting
• Support adoption of new tools, technologies, and system enhancements
• Maintain documentation and reporting standards

Qualifications

Education & Experience

• Bachelor’s degree in Business, Telecommunications, or related field or equivalent experience
• 3–5+ years of experience in dispatch, telecom operations, service order management, or customer service
• 1–3+ years of supervisory or leadership experience preferred

Technical Knowledge

• Understanding of telecom processes including:
• Service order lifecycle
• E911 provisioning requirements
• Caller ID (CNAM) management
• Number porting (LNP) processes
• Familiarity with telecom systems (IVUE, OSS/BSS, or similar)
• Knowledge of regulatory and compliance requirements related to telecom data

Core Skills

• Strong problem-solving and decision-making abilities
• Ability to prioritize and adapt quickly in a fast-paced environment
• Excellent communication, collaboration, and coordination skills
• Strong organizational skills with attention to detail and accuracy
• Analytical mindset with ability to use data to drive decisions

Key Competencies

• Agility & Adaptability – Thrives in a changing environment and pivots quickly
• Creative Problem Solving – Develops innovative solutions to improve outcomes
• Operational Excellence – Drives efficiency, accuracy, and consistency
• Collaboration – Builds strong relationships across teams
• Accountability – Owns results and team performance
• Customer Focus – Prioritizes service quality and customer experience

Success Metrics

• Improved dispatch efficiency and technician utilization
• Increased on-time service delivery
• Reduced service order errors and fallout rates
• Accurate and compliant telecom database management (E911, CNAM, LNP)
• Strong team performance, engagement, and development
• Measurable improvements in customer experience

Location, Physical & Work Requirements:

• This position is in office, with the possibility of some remote work after an initial 90 day evaluation.
• Must be able to perform extended periods of time sitting/standing, typing, and viewing computer screens.
• Willingness to occasionally work flexible hours, including evenings or weekends, to meet important deadlines, when required.

Compensation:

• This full-time salary position pays $80,200 - 93,000K annually
• Reimbursable mileage/travel between offices as needed or fleet vehicle assignment if possible
• Medical, Dental and Vision insurance
• Optional supplemental insurance programs
• 401K w/ Employer match
• Access to Employee Assistance Programs
• 10 Paid Holidays
• 4 weeks per year Paid Time Off (prorated & accrued)

Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.

Job Type: Full-time

Pay: $80,200.00 - $98,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person