Senior Director, Order Operations and Fulfillment

8+ years of progressive leadership experience in operations, sales operations, service delivery, or telecommunications

Demonstrated experience leading complex cross-functional operational initiatives

Proven ability to influence senior leaders across multiple business functions without direct authority

Experience leading process improvement initiatives using Lean, Six Sigma, or similar methodologies preferred

Advanced proficiency with data visualization and reporting tools (Power BI, Tableau, SQL, Excel)

Data-driven decision making

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

We are looking for a Senior Director, Order Operations and Fulfillment to join our growing team!

In this role, you will be responsible for maximizing the conversion of customer sales into completed installations by leading the end-to-end operational performance of Brightspeed's order fulfillment process.

You will own the critical operational metrics and cross-functional execution required to improve install conversion, reduce cancellations, optimize installation capacity, and eliminate friction throughout the order-to-install journey.

Working across Sales, Customer Experience, Field Operations, Network Operations, IT, Marketing, and Planning, you will serve as the operational integrator responsible for identifying breakdowns, driving accountability, and accelerating performance improvements that directly impact revenue realization and customer experience.

You will establish operational governance, lead cross-functional "War Room" initiatives, and leverage data-driven insights to continuously improve fulfillment efficiency and installation success.

In this role, success means ensuring that every qualified customer sale has the highest possible likelihood of becoming a completed installation.

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!