About

• Description
• BUSINESS OPERATIONS SUPERVISOR
• Job Summary
• The Production Support Supervisor oversees the Lead Production Specialists and Production Specialists, ensuring accurate, timely, and compliant billing and production support operations. This role is responsible for team performance, workflow management, customer satisfaction, and continuous process improvement. The Supervisor partners with management and customers to resolve escalations, ensure contract compliance, and drive accountability for unbilled revenue and production accuracy. The Production Support Supervisor plays a critical role in maintaining operational excellence while supporting growth and scalability.
• Minimum Required Qualifications
• • Ability to meet background requirements.
• • Knowledge of the telecommunications, construction, or cable industry strongly preferred.
• • Strong proficiency in Microsoft Office, particularly Excel (pivot tables, formulas, reporting).
• • Ability to read, write, speak, and understand English.
• • 5+ years of experience in billing, invoicing, production support, or related operational roles (telecom or construction industry preferred).
• • 2+ years of supervisory or people-management experience.
• • Proven ability to lead, coach, and develop employees.
• • Strong organizational skills and attention to detail.
• • Excellent communication skills with the ability to interact effectively with customers, field personnel, and internal stakeholders.
• • Ability to manage multiple priorities and deadlines in a fast-paced environment.
• • Strong analytical and problem-solving skills with sound judgment.
• • Ability to interpret data, identify trends, and present actionable insights.
• • Ability to maintain confidentiality and handle sensitive information appropriately.
• • Proactive, adaptable, and results-driven with a continuous improvement mindset.
• Major Duties and Responsibilities
• Leadership & Team Management
• • Directly supervise Lead Production Specialists and indirectly oversee Production Specialists.
• • Set performance expectations, monitor productivity and quality metrics, and conduct regular coaching and feedback sessions.
• • Support hiring, onboarding, training, and performance management, including corrective action when necessary.
• • Foster a collaborative, accountable, and customer-focused team culture.
• • Ensure adequate staffing and workload distribution to meet customer and business demands.
• Operational Oversight
• • Oversee daily production support and billing operations to ensure accuracy, timeliness, and compliance with customer contracts and internal standards.
• • Ensure billing and invoicing processes are executed consistently across teams and customers.
• • Monitor unbilled revenue, aged items, and backlog, driving resolution and accountability.
• • Review and approve escalated billing issues, discrepancies, and exceptions.
• • Ensure proper use of job codes, documentation, and scope-of-work requirements across all projects.
• • Oversee project setup, maintenance, and closure processes within billing and project management systems.
• Customer & Stakeholder Management
• • Serve as a primary escalation point for customers related to billing, documentation, and production concerns.
• • Maintain strong customer relationships through proactive communication and issue resolution.
• • Partner with field operations, finance, and leadership to ensure alignment between production, billing, and revenue recognition.
• • Participate in customer meetings, audits, and reviews as required.
• Reporting & Process Improvement
• • Review and analyze operational and financial reports related to billing accuracy, unbilled revenue, and productivity.
• • Develop and refine reporting tools and dashboards to improve visibility and decision-making.
• • Identify process gaps, inefficiencies, and risk areas, and lead initiatives to improve workflows and controls.
• • Ensure audit readiness through proper documentation retention and process compliance.
• • Collaborate with leadership on strategic initiatives, system enhancements, and special projects.
• Compliance & Quality Assurance
• • Ensure adherence to company policies, customer contracts, and regulatory requirements.
• • Monitor quality control processes and address trends in errors or rework.
• • Ensure documentation and billing practices support accurate audits, project closeouts, and financial reporting.
• • Additional responsibilities may arise as dictated by the customer or leadership.
• Working Conditions
• • Office Environment
• • Flexibility to work extended hours as dictated by customer or business needs.
• Disclaimer Statement
• This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify, add, or assign other duties as business needs require.