Carrier Service Manager

IT Voice

. Own and manage relationships with telecommunications carriers and aggregators, including ILEC, CLEC, wireless, and wholesale providers .

Posted 9/19/2026full-timeRemote • United StatesMid-LevelSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing telecommunications carrier relationships, including escalations, SLAs, and performance metrics. Proven ability to negotiate contracts and collaborate cross-functionally to enhance service delivery and reliability.

Highest-signal resume keywords

Carrier Relationship ManagementSLA ManagementCarrier Escalation HandlingContract NegotiationTelecommunications Performance Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Telecommunications ServicesData AnalysisPerformance Metrics TrackingVendor Performance ManagementCarrier Billing ValidationService Level AgreementsProcess ImprovementDocumentation ManagementKPI ReportingRegulatory Compliance

Soft Skills

Analytical SkillsCommunication SkillsCross-Functional CollaborationProblem-SolvingLeadership

Industry Keywords

ILECCLECWholesale TelecomUCaaSManaged ServicesService DisputesCustomer OnboardingEscalation ProceduresCarrier Inventory ManagementVoice and Data Services

About the role

Key responsibilities & impact

Own and manage relationships with telecommunications carriers and aggregators, including ILEC, CLEC, wireless, and wholesale providers
Serve as the primary escalation owner for carrier outages, chronic issues, and service disputes
Conduct regular carrier performance reviews and manage remediation plans when SLAs are not met
Own and manage carrier SLAs, including restoration times, ticket aging, and escalation effectiveness
Track, analyze, and report carrier performance metrics and trends
Drive accountability for carrier-caused service impacts and customer interruptions
Negotiate carrier contracts, renewals, pricing adjustments, and service credits
Partner with Accounting to validate carrier billing, manage disputes, and ensure cost accuracy
Maintain accurate carrier inventory and service records
Collaborate with Voice, Network, Operations, and Sales Engineering teams on customer delivery and issue resolution
Provide carrier expertise during customer onboarding, migrations, and escalations
Support leadership with data and insights related to carrier performance and costs
Produce and present KPI and performance reports related to carrier services
Maintain carrier documentation, escalation contacts, and standard operating procedures
Identify process improvements to improve service reliability and vendor effectiveness

Requirements

What you’ll need

5+ years of experience working with telecommunications carriers or service providers
Strong understanding of voice, data, and transport services
Experience managing carrier escalations, SLAs, and vendor performance
Demonstrated ability to work cross-functionally with technical and business teams
Strong analytical, documentation, and communication skills
Experience with wholesale telecom, UCaaS, or managed services environments preferred
Experience negotiating carrier contracts and pricing preferred
Familiarity with telecom regulatory considerations and compliance preferred
Prior leadership or management experience preferred