Lead Commercial Technical Operations

The Opportunity We're seeking a highly skilled Lead Commercial Technical Operations professional to serve as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center environments. In this role, you'll provide technical leadership, mentor Tier 2 team members, coordinate real-time operational activities, and serve as the primary technical escalation point before Supervisor engagement. You'll play a critical role in strengthening Tier 2 capabilities through coaching, knowledge sharing, and hands-on leadership while helping ensure exceptional service delivery for our commercial customers. This is an outstanding opportunity for a technical leader who enjoys mentoring others, solving complex networking challenges, and driving operational excellence in a fast-paced Network Operations environment. What You'll Do Technical Leadership & Shift Operations Serve as the senior technical resource and operational leader during your assigned shift. Responsibilities include: * Serving as the shift and floor lead by providing: * Real-time queue oversight * Workload balancing * Coverage recommendations * Acting as the first internal escalation point for Tier 2 agents before Supervisor engagement, formalizing the Tier 2 - Tier 3 - Engineering escalation path * Representing the team during Priority 1 (P1) and Priority 2 (P2) incidents, including: * Bridge participation * Communication leadership * Coordination with Engineering teams * Reinforcing Supervisor-established standards related to: * Schedule adherence * Ticket quality * Documentation standards Coaching, Mentorship & Team Development Help elevate the technical capabilities of the team through continuous coaching and knowledge sharing. Responsibilities include: * Delivering: * Side-by-side coaching * Ticket reviews * Call reviews * Targeted skill-gap remediation * Leading: * Shift huddles * Technical training sessions * Readiness initiatives for new products, features, and process updates * Owning team-facing knowledge management, including: * Runbooks * Knowledge Base articles * Technical tips * Post-incident lessons learned * Providing performance feedback to Supervisors regarding: * Coaching opportunities * Individual readiness * Career advancement recommendations Advanced Technical Support Serve as the team's Subject Matter Expert (SME) across the WOW! Business portfolio. Responsibilities include: * Supporting all WOW! Business: * Voice services * Video services * Data products * Handling the most complex customer trouble tickets * Modeling effective troubleshooting techniques while actively transferring knowledge to teammates *