Senior Manager, Consumer Tools and Technology

7–10 years of progressive leadership experience in Sales, Sales Operations, Technology, Business Operations, Telecommunications, or Customer Operations.

Experience leading business technology initiatives and operational transformation programs.

Demonstrated experience gathering business requirements and partnering with IT organizations.

Experience leading User Acceptance Testing (UAT), business validation, and production deployments.

Strong knowledge of operational workflows and order management systems.

Experience leading cross-functional operational governance.

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging

The Senior Manager, Consumer Tools and Technology is responsible for leading the strategy, delivery, governance, and continuous improvement of the operational tools, technology, business processes, and order flow governance that support Brightspeed's Sales and Care, and Customer Success organizations.

This leader serves as the business owner for operational technology initiatives, partnering with Information Technology, Product, Sales, Customer Care, and Operations teams to identify business needs, define system requirements, oversee testing and validation, and successfully implement technology solutions that improve operational performance and customer experience.

In addition to technology leadership, this role owns the enterprise Order Flow Operations function, providing governance over order jeopardies, fallout management, and cross-functional issue resolution.

Through leadership of the enterprise Order Flow War Room, this organization coordinates operational teams across Sales, IT, Customer Operations, Field Operations, Network, and Product to rapidly resolve barriers impacting customer orders from submission through installation.

This role is responsible for ensuring the successful progression of more than 40,000 customer orders each month through the fulfillment lifecycle.

By improving operational tools, streamlining business processes, and leading enterprise issue resolution, the Director is expected to significantly reduce order fallout from approximately 25% to less than 10%, while improving customer experience, accelerating revenue realization, and generating more than $2 million in annual savings through the reduction of unnecessary truck rolls and operational inefficiencies.

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management,

our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!