Brightspeed

IT Support

• Lead the design, implementation, and ongoing optimization of order fulfillment, provisioning, and activation workflows across enterprise and wholesale services.
• Own network inventory and circuit assignment models across Layers 1, 2, and 3, including physical and logical resource management.
• Oversee ServiceNow Flow Designer solutions supporting order orchestration, provisioning, and fulfillment automation.
• Partner with Product, Network Engineering, Operations, and Vendors to translate business requirements into scalable, resilient fulfillment solutions.
• Drive end-to-end delivery across the SDLC including requirements, architecture, design, development, testing, deployment, and production support.
• Provide hands-on technical leadership for complex issues including development, debugging, performance tuning, and production incident resolution.
• Define and maintain enterprise architecture, integration patterns, and technical standards for OSS/BSS order fulfillment platforms.
• Review, document, and publish solution architecture, interfaces, and technical designs.
• Track and manage KPIs and OKRs related to order cycle time, provisioning accuracy, fallout, and service activation performance.
• Produce operational and executive reporting on order fulfillment health, delivery risks, and improvement opportunities.
• Lead and develop a team of engineers through coaching, performance management, and technical mentorship.
• Influence and align cross-functional stakeholders and vendors to ensure delivery of complex, multi-vendor solutions.

IT Manager, Order Fulfillment

Compliance

• Developing, implementing, and maintaining projects supporting our Government Affairs and Regulatory Compliance teams
• Managing multiple projects that are varied in scope, size, and complexity
• Supporting the Government Affairs and Regulatory Compliance teams on broadband grant programs and planned broadband builds
• Creating various reporting tools to achieve established goals
• Identifying and analyzing local government, state legislative, and regulatory developments affecting Brightspeed
• Collaborating with internal teams to maintain compliance with service quality standards
• Developing reporting processes and tools for visibility to the Executive Leadership Team
• Conducting research on key regulatory and legislative matters

Regulatory Operations Analyst

Operations

• Proactive technical leadership regarding issues related to service assurance and delivery, network reliability, and customer satisfaction
• High level analysis and identification of unique, complex, or chronic issues in the switch network
• Technical management and direction in the resolution of real time, network-affecting core and peripheral elements, applications, or issues involving malfunction, degradation, and/or failure situations
• Training and mentorship of lower-level Technical Support engineers and technicians, including the production and delivery of job aids, operational processes and procedures, and technical management methodologies
• In-depth subject matter expertise in hardware/software/database operations for the Nortel DMS-10 switching systems
• Subject matter expertise in the production of Technical Support bulletins and alerts
• Reviewing and approving or deny/correct Methods of Procedures (MOP), Network Change Management System documents (NCMS) Task Orientated Practices (TOP), Product Change Notices (PCN), Vendor Manuals, Standard Configurations, etc. relative to quality, accuracy, and reliability
• Technical direction of personnel and contractors in Field Operations and Core and Customer Installation, Repair, and Maintenance Centers
• Engagement with manufacturers, suppliers, industry representatives, and entities
• Availability and ability to perform 7x24x365 and on- call duties with limited assistance

Senior Operations Engineer, Voice Switching Support

Community Manager

• Analyze business needs across an assigned book of business using data-driven insights and on-site observation
• Independently assess relationships, demographics, competitive landscape, and property attributes that create a positive selling environment
• Plan, develop, and lead initiatives to increase fiber penetration across MDUs and SFHs
• Execute outbound sales and engagement tactics
• Build and maintain strong relationships with property management teams
• Serve as the primary liaison between Brightspeed and property stakeholders
• Track progress against penetration goals, event performance, and sales activity using CRM and operational tools

Community Accounts & Engagement Representative

Project Manager

• Developing and monitoring engineering and construction build plans across various network types
• Coordinating & creating work schedules to ensure on time delivery for both internal workforce and contracted vendors
• Tracking milestone activities for highly complex projects/programs across multiple lines of business both internal and external
• Ensuring compliance requirements are adhered to for all regulatory obligations
• Ensuring projects meet network readiness dates within budget allotments via strong vendor performance management
• Utilizing Cost Per Premise Modeling during design and revision phases
• Drive and facilitate actionable data analysis with partner groups (IT, Business, and Vendors)
• Providing technical oversight and support to OSP build and Operations teams
• Supporting removal of network build roadblocks associated with permitting, contractual interpretation via internal Brightspeed resource, external vendor resources or government bodies
• Collaborating with network leadership and business domain leadership to design and implement future state processes that achieve program goals, and end-to-end process engineering objectives
• Analyzing, capturing, and interrupting Geographic Information System (GIS) and related IQGeo data
• Communicating Training, Job Aids, Methods & Procedures to numerous stakeholders and their teams
• Creating and maintaining IT enhancement requirements for fiber design and build organization
• Performing User Acceptance Technical Testing
• Performing periodic Quality Inspections on the Fiber Build
• Willingness to travel periodically for staff meetings, vendor meets, locale relationship building

Project Manager, Fiber Engineering – Construction

• Assists with developing, implementing, and maintaining projects supporting our Government Affairs and Public Policy team
• Managing multiple projects that are varied in scope, size, and complexity
• Supporting Brightspeed’s strategic plan of maximizing broadband grant acquisitions and tracking outreach efforts to obtain locality approvals for planned broadband builds
• Developing reporting processes and tools which provide visibility to the Executive Leadership Team on the progress and/or success of established goals
• Identifying and analyzing local government, state legislative, and regulatory developments affecting Brightspeed
• Conducting research on key regulatory and legislative matters and supporting advocacy efforts by creating presentations

Government Affairs Operations Analyst

Manager

• Own the Operations analytics and performance management strategy, ensuring alignment with organizational objectives, financial targets, and customer experience goals
• Be a strategic partner to OCC leadership, helping frame decisions and priorities using data-driven insights
• Evolve the operating rhythm for performance management, including weekly and monthly business reviews
• Serve as the single point of contact for all Field Operations hiring decisions, maintaining an outlook on both short-term and long-term planning to ensure alignment with operational KPIs and financial budgets
• Lead, coach, and develop a team of high performing analysts, fostering strong analytics, business acumen, and executive communication skills
• Oversee the development and delivery of workforce and operational reporting across Field Operations, ensuring consistency, accuracy, and relevance
• Drive deep-dive analyses to understand performance gaps, cost drivers, productivity trends, and operational constraints
• Partner with cross-functional stakeholders in FP&A and Operations Planning to evaluate investment decisions, operational changes, and budget generation
• Provide strategic oversight for business case development, validation, and post-implementation performance tracking
• Serve as a key contributor to executive-level presentations, synthesizing complex analyses into clear, compelling narratives
• Act as the primary escalation point for analytical questions and performance discussions with senior leadership.

Manager, OCC Reporting – Insights

Financial Planning and Analysis

• Lead the development and management of comprehensive budgets, forecasts, and long-term financial plans
• Design, build, and maintain sophisticated financial models to analyze revenue trends, cost structures, pricing strategies, headcount, and capital expenditures
• Conduct in-depth analysis of weekly, monthly, quarterly, and annual business trends and Key Performance Indicators (KPIs) to inform strategic planning and operational decisions
• Initiate and drive deep-dive analyses to uncover actionable insights, supporting decision-making, execution, and strategic planning initiatives
• Develop comprehensive reports that highlight financial performance, variances, and trends, providing clear and concise explanations for non-financial stakeholders

Senior Financial Analyst, FP&A

Learning and Development

• Design, develop, and update comprehensive training and enablement materials
• Own the end-to-end instructional design lifecycle for assigned initiatives
• Facilitate virtual training sessions to introduce new products, pricing, and promotional campaigns
• Translate marketing strategies, value propositions, and positioning into practical learning experiences
• Develop systems and process training related to order-entry, billing, CRM, and other customer-facing platforms
• Partner with Marketing peers, Product owners, Operations, Project Managers, and other stakeholders to identify learning needs
• Apply instructional design best practices, adult learning principles, and established templates and standards
• Measure learning effectiveness and recommend or implement improvements
• Maintain accurate and current learning assets within the learning management system (LMS)

Instructional Designer, Marketing Enablement

Product Manager

• Own the product vision, roadmap, and execution for agent-facing platforms and tools that enhance customer and agent experiences
• Partner with business and technical stakeholders to identify gaps, pain points, and opportunities across agent workflows and customer journeys
• Develop a deep understanding of agent personas, customer journeys, and operational processes, translating insights into actionable product requirements
• Lead innovation initiatives to simplify agent workflows, reduce friction, and improve CX through automation, consolidation, and smarter decisioning
• Collaborate closely with Sales, Care, Save, Engineering, IT, Network, Operations, Finance, Billing, and Service Delivery teams to ensure successful delivery
• Define and groom epics, features, and user stories in Jira, ensuring clear acceptance criteria and alignment with business outcomes
• Drive improvements in KPIs including AHT, FCR, CSAT, order accuracy, and retention through data-driven prioritization
• Establish and manage end-to-end delivery plans, coordinating dependencies across internal teams and external vendors
• Partner with Finance and Billing teams to ensure solutions are compliant, auditable, and revenue-protective
• Support testing, validation, launch readiness, and post-launch optimization to ensure solutions deliver expected results
• Communicate product strategy, progress, and outcomes effectively to stakeholders at all levels of the organization
• Influence product and platform decisions by balancing customer experience, agent efficiency, technical feasibility, and business priorities

Product Owner

• Owns the vision, roadmap, and performance of digital self-service experiences for broadband customers, including account management, Wi-Fi management, and online support capabilities
• Leads the development and optimization of personalized eCommerce journeys that drive speed upgrades, value-added service adoption, and retention outcomes across authenticated customer channels
• Partners with Marketing Base Management and CRM teams to align lifecycle strategies, offers, and messaging with digital execution and personalization capabilities
• Uses customer insights, behavioral data, and experimentation to continuously improve conversion, engagement, and customer satisfaction across self-service touchpoints
• Establishes and tracks performance against key KPIs including churn reduction, ARPU growth, value-added service attach rates, and Net Promoter Score (NPS)
• Exercises independent judgment to prioritize initiatives, balance customer experience with commercial goals, and make data-informed decisions on roadmap tradeoffs and enhancements

Digital Base Management Manager

• Lead the planning and implementation of projects and be accountable for execution
• Facilitate the definition of project goals, tasks, and resource requirements
• Coordinate internal resources and Telco Operators/third parties/vendors for the execution of projects
• Ensure that all projects are delivered on-time, within scope and within budget
• Develop detailed project plans/methods to monitor and track progress
• Manage changes to the project scope, project schedule, and project costs
• Perform risk management to minimize project risks
• Present oral and written reports defining plans, problems, and resolutions to appropriate levels of management
• Work cross-functionally to solve problems and implement changes
• Create and maintain comprehensive project documentation
• Monitor and report on budgeted project expenditure
• Provide weekly reports on activities and project status
• Recognize and act on new opportunities while maintaining focus on the company goals, customer accounts and program/project objectives
• Provide direction and guidance to operations support engineers

Manager, Program & Project Management

• Lead property-level growth and drive fiber sales and penetration across Multi-Dwelling Units (MDUs) and Single-Family Home (SFH) communities
• Work collaboratively with property management teams, leasing staff, and HOA boards to influence market triggers and accelerate fiber adoption
• Execute outbound sales and engagement tactics including door-to-door campaigns, outbound calling, email outreach, and on-site or community events
• Track progress against penetration goals, event performance, and sales activity using CRM and operational tools
• Build and maintain strong relationships with property management teams and HOA boards to promote Brightspeed fiber offerings

Community Accounts and Engagement Representative

Marketing Analyst

• Support Product and Product Marketing teams with data-driven insights
• Analyze product performance and report on key performance indicators
• Evaluate customer behavior and experience patterns
• Provide recommendations to improve service offerings
• Benchmark competitive offerings and monitor market trends
• Collaborate on product testing and support customer feedback analysis
• Build and maintain performance tracking dashboards

Product Marketing Analyst – Fiber & WiFi

Analyst

• Receive, review, and process customer payments from various sources, including checks, electronic transfers, and lockbox deposits.
• Investigate and resolve unapplied or misapplied payments, collaborating directly with customers to clarify payment details and ensure accuracy.
• Reconcile complex payment discrepancies and perform root-cause analysis to improve process accuracy and minimize recurring issues.
• Monitor and meet established Service Level Agreement (SLA) targets for payment posting, reconciliation, and issue resolution.
• Partner cross-functionally with Accounting, Treasury, Billing, Collections, IT, and Customer Service teams to resolve upstream issues and enhance cash application efficiency.
• Conduct periodic audits and reconciliations of receivables, ensuring proper cash flow through billing and financial systems.
• Maintain and enhance documentation for cash application procedures, ensuring consistency, compliance, and audit readiness.
• Identify process improvement opportunities to enhance accuracy, timeliness, and control within the cash application function.
• Provide subject matter expertise on cash application processes in cross-functional projects.
• Act as a backup to other Cash Applications team members, as needed.