Service Delivery Coordinator at Race Communications

Description

Location: Remote or Hybrid: Lancaster, CA  

Location Status: Remote: Work will be primarily performed remotely from home office. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required.

OR

Hybrid: Work will be primarily performed onsite at our office or remotely by telecommuting from your home office 2 - 4 days per week. Employee may be required to utilize personal phone or internet services to perform telecommuting with reimbursement. Occasional travel to and work from other Race offices or other off-site locations may be required.

Workdays: 5 days x 8 Hours

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comp: $23-$26 per hour

Who We Are:

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

The Service Delivery Coordinator is responsible for managing the end-to-end delivery of Race Communications’ fiber-based services for MDU, ICB (Individual case basis)  and  Business. This role acts as the central point of coordination between Sales, Engineering, Construction, Provisioning, Network Operations and customers to ensure fiber services are delivered accurately, on schedule, and in alignment with customer commitments and SLAs. The Service Delivery Coordinator must be available to work nights, weekends, holidays, and overtime as required to respond to emergency repairs, outage restoration, and urgent maintenance needs. This role supports 24/7 service reliability and may require immediate response outside of normal scheduled hours. This position requires strong organizational skills, proactive communication, and a working understanding of fiber network deployment and service activation.

Requirements

Qualifications and Experience:

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• High school diploma or equivalent required
• Associates degree (A.A.) or equivalent combination of education and experience is preferred
• 2+ years of experience in service delivery, operations, or project coordination within a telecom, fiber ISP, or carrier environment required
• Strong understanding of fiber service delivery workflows, including construction and provisioning required
• Experience collaborating with customers, partners, and internal teams in fast-paced, multi-stakeholder environments required
• Proficiency with CRM and ticketing systems (Salesforce or similar preferred)
• Experience supporting ICB / channel partner models preferred
• Knowledge of fiber-based services such as DIA, Ethernet, Dedicated Fiber, and Wholesale connectivity preferred
• Familiarity with permitting, construction timelines, and right-of-way considerations preferred
• Experience coordinating field operations and service turn-ups preferred
• Understanding of SLAs and enterprise service delivery expectations preferred
• Must be available to work nights, weekends, holidays, and overtime as required to respond to emergency repairs, outage restoration, and urgent maintenance needs
• Must be able to speak, read, write, and understand English as the primary language used in the workplace
• Spanish bilingual skills are desirable

Essential Duties and Responsibilities:

Service Delivery Management

• Manage the full-service delivery lifecycle for Race Communications’ fiber products, from order acceptance through service activation and handoff to support
• Validate orders for technical accuracy, serviceability, and construction requirements
• Track and coordinate all delivery milestones including design, permitting, construction, splicing, testing, and turn-up
• Ensure delivery timelines meet contracted intervals and customer expectations

ICB & Business Customer Coordination

• Serve as the primary service delivery contact for ICB partners and direct Business customers
• Provide clear and consistent status updates throughout the delivery process
• Coordinate delivery activities with channel partners while maintaining Race Communications’ standards and timelines
• Support escalations and resolve issues impacting service delivery

Cross-Functional Collaboration

• Coordinate with Sales, Engineering, Construction, Field Operations, Provisioning, and NOC teams
• Schedule site surveys, fiber installs, demarc extensions, and service turn-ups
• Identify risks related to construction, access, permitting, or third-party dependencies and drive resolution

Vendor & Construction Coordination

• Work with third-party contractors, construction vendors, and local agencies as needed
• Track construction progress, vendor deliverables, and completion milestones
• Ensure vendor work aligns with Race Communications’ quality and safety standards

Systems, Documentation & Reporting

• Maintain accurate service delivery records in CRM, order management, and ticketing systems
• Document timelines, dependencies, customer communications, and delivery notes
• Support service delivery reporting, metrics, and continuous improvement initiatives

Customer Experience & Handoff

• Set realistic expectations with customers and partners throughout the delivery lifecycle
• Ensure a smooth transition from service delivery to ongoing support and account management
• Contribute to a positive customer experience by owning delivery outcomes and follow-through

Additional duties as required.

Benefits

Why Join Our Team:

• Join a tight-knit crew—no faceless corporation vibes here
• Growth potential: promotions and new challenges are part of our DNA
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose

Call to Action:

Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.