Senior Manager, Customer Operations
Brightspeed
full-time
Posted on:
Location Type: Remote
Location: North Carolina • United States
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Job Level
Tech Stack
About the role
- Own and optimize the customer onboarding and order delivery experience from order handoff through successful installation and service activation
- Lead and manage a team of Customer Care Managers supporting Broadband Fiber and VoIP customers, setting clear priorities and performance expectations
- Establish and enforce standards, workflows, and best practices for customer interactions during onboarding and delivery
- Drive accountability for install completion, customer readiness, cycle time, and cancel avoidance
- Develop, monitor, and act on KPIs related to onboarding effectiveness, order delivery, escalations, and cancellations
- Identify systemic breakdowns in processes or handoffs and lead continuous improvement efforts to reduce friction and manual effort
- Partner cross-functionally with Sales, Field Operations, Provisioning, IT, and Product to ensure alignment on customer commitments and delivery execution
- Serve as the escalation point for complex onboarding and order delivery issues
- Ensure timely resolution of service-impacting challenges through structured escalation paths
- Identify recurring issues and drive preventative solutions to reduce future escalations
- Maintain clear communication with internal stakeholders during high-impact delivery issues
- Work closely with Sales, Marketing, Field Operations, Provisioning, and Product teams to ensure alignment on customer commitments and delivery expectations
- Represent Customer Care perspectives in cross-functional working sessions related to onboarding, installs, and service readiness
- Ensure operational feedback loops are established and used to improve upstream and downstream processes
Requirements
- Bachelor’s degree or equivalent experience
- 8–10+ years of experience in telecommunications or customer operations
- Prior experience leading customer-facing operational teams
- Proven ability to manage complex workflows in fast-paced, high-volume environments
- Strong executive communication skills and comfort operating cross-functionally
- Solid understanding of Fiber, VoIP, and order delivery processes
Benefits
- Health insurance
- 401K plan with company match
- Employee assistance program
- Competitive medical, dental, vision, and life insurance
- Paid time off
- Wellness programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer onboardingorder deliveryKPI monitoringprocess improvementworkflow managementescalation managementperformance managementdata analysisservice activationinstall completion
Soft Skills
leadershipcommunicationcross-functional collaborationproblem-solvingaccountabilitycustomer focusorganizational skillsteam managementstrategic thinkingadaptability
Certifications
Bachelor’s degree