Service Quality Manager - Broadband

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Leads service quality management for Broadband services by monitoring performance, identifying root causes of degradation, and driving improvement actions to enhance customer experience and NPS for B2B customers.

• Analyze broadband performance trends and identify service degradation (speed, stability, consistency)
• Investigate drivers such as line issues, low bandwidth, and non-modernized infrastructure
• Recommend solutions (e.g., bandwidth upgrade, GPON migration, proactive repairs)
• Coordinate with Operations, Engineering, and B2B teams to resolve and prevent issues
• Provide insights on customer experience and NPS drivers
• Prepare service quality reports and leadership updates

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.