Service Assurance Manager

As a Service Assurance Manager for Bluewave, you will be critical to the success and satisfaction of our clients when it matters most. You will be the primary point of contact during key escalation events and complex service issues, ensuring clients experience prompt, 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 mindset to safeguard client trust and drive exceptional outcomes.

What you'll do

Escalation & Service Assurance Management

• Serve as the main point 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 via email, phone, and Salesforce cases.
• Act as the client advocate within 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 all relevant stakeholders.
• Drive effective repair and outage management, ensuring issues are escalated appropriately, progressed forward, and resolved promptly.
• Obtain and communicate root cause analyses for outages when applicable, and request credits on behalf of clients when 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 within Salesforce to track progress and outcomes.

Case & Data Management

• Ensure the integrity of Salesforce 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 base for supplier escalation processes and client-specific procedures to drive consistency and efficiency.

Continuous 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 related 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 complex issues.
• Solid team player with the ability to lead, manage, and influence internal and external stakeholders.
• High level of integrity 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 AT&T 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.
• Salesforce (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 aligned 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 better 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 complex needs acquire and manage the right IT, cloud, network, security, CX, and telecom solutions. Our experts draw on deep industry experience and data-backed frameworks to help organizations of all sizes make confident technology decisions that drive meaningful business outcomes.