Brightspeed

Program Manager

• Senior GIS Technical Lead & Technical Program Manager for geospatial systems, fiber network design data
• Own the overall AMS and IQGeo ecosystems, ensure system readiness
• Resolve complex engineering & logic issues, project manage the teams to execute efficiently
• Serve as the senior technical authority for ArcGIS / QGIS
• Define business priorities and design requirements for new features
• Drive system improvements for accuracy, speed, and data reliability

Senior GIS Technical Lead – Program Manager

Software Engineer

• 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

Senior Manager, Fiber Engineering and Construction

Analyst

• Conduct internal audits to assess the effectiveness of internal controls and ensure compliance with policies and regulations
• Evaluate and improve end-to-end business processes by identifying inefficiencies, control gaps, and opportunities for optimization
• Develop and execute test plans to assess the effectiveness of controls over financial reporting
• Collaborate with stakeholders to design scalable, efficient, and well-controlled processes
• Communicate audit findings clearly and effectively
• Participate in business process walkthroughs to understand and identify key controls
• Monitor action plan remediation activities
• Drive measurable improvements in processes and promote sustainable, value-added enhancements

Process Excellence, Audit and Controls Analyst

Procurement

• Lead all execution aspects of 1-3 contact centers that support Brightspeed’s Outbound Calling Programs
• Develop and implement outbound calling strategies to achieve targets for sales and revenue
• Manage BPO operations and is accountable for contractual execution and SLA delivery
• Manage daily operations and ensure the centers' long-term strategic success
• Oversee and optimize relationships with external suppliers
• Cultivate and maintain strong relationships with contact center vendors
• Regularly assess vendor performance against KPIs and take proactive measures to address any issues or gaps
• Translate sales strategies into actionable plans for vendor teams
• Monitor and track performance metrics, providing regular updates and insights to stakeholders
• Responsible for the delivery of sales quotas: Prospect Sales, Copper to Fiber Migrations, Winback, Cross Sell, and Product Upgrades
• Establish quality assurance protocols and standards to ensure consistent delivery of high-quality interactions
• Conduct audits and quality checks to assess adherence to established guidelines, policies, and regulatory requirements
• Analyze data and trends to identify areas for improvement and optimization
• Implement strategies for enhancing sales, activations, and revenue
• Provide training, guidance, and support to vendor teams to maximize their potential
• Identify and mitigate risks associated with vendor operations, including data security, compliance, and quality assurance
• Serve as the primary point of contact between internal stakeholders and vendor teams

Manager, Vendor Management – Outbound Sales

Operations

• Report directly to the VP of Field Operations.
• Responsible for financial and operational metric analysis, executive presentations, and providing overall program management oversight to strategic projects.
• Research, strategize, and support the Operational leadership teams to assist in uncovering and cost analysis, metric analysis, and cost reduction measures across the business.
• Manage multiple complex key initiatives and programs dealing with cross-functional organizations and leaders at multiple levels.
• Deal with highly sensitive information and contribute to strategic discussions, decisions, and implementations.
• Conduct long-term planning to create initiatives that further the company’s overall goals.
• Coordinate different teams to foster exchange of ideas and provide cross-team learning opportunities.
• Inspire and motivate employees to perform at their best through positive encouragement and incentive initiatives.
• Communicate with the board or other senior officials about shifting company priorities and projects.
• Identify potential problems and points of friction and working to find solutions to maximize efficiency and cost.
• Identify opportunities to expand or shift course to align cost and service results to world class standards.
• Manage the organizational budget process by assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits.
• Enable field operations organizations and drive customer experience through strategic oversight of cross-functional processes and handoffs.
• Provide rapid and comprehensive response to all frontline field inquiries with high-quality, time-sensitive support/education/training/troubleshooting until complete issue resolution.
• Collaborate with leaders and support personnel in multiple workgroups including Field, Dispatch, Service Delivery, Service Assurance and other cross-functional sales and support teams to create process improvements and operational efficiencies that enable optimal operational results.
• Partner with other lines of business (Systems and IT) to conduct extensive troubleshooting and support for Operational related systems to ensure an efficient, consistent, and simplified user experience.
• Develop value-added recurring and ad-hoc reports with directional recommendations for leadership to identify areas of opportunity on key metrics, cost, and operational efficiencies.
• Perform extensive analysis on a variety of reports, and systems, to determine and create enhancements that standardize and simplify processes, policies, and procedures.
• Work directly with VP of Operations and his direct team to design, edit, and update Executive Operational presentations.

Operations Manager – Field Operations

• Coordinating with internal teams to present the buried service program to municipalities
• Hosting calls, collecting permitting contacts, and documenting permit requirements and processes
• Identifying potential permitting issues early and driving resolution before construction begins
• Establishing and maintaining strong relationships with permitting entities
• Serving as the liaison between permitting entities, engineering and buried service teams
• Partnering with engineering teams to identify and resolve roadblocks that impact progress
• Facilitating communication with vendors and permitting authorities to ensure issues are addressed
• Escalating unresolved issues when needed
• Tracking aging and priority permits; engaging permitting entities to move reviews forward
• Communicating permit issues to vendors and ensuring timely, accurate revisions and resubmissions
• Monitoring permit fees at a high level and requesting clarification when charges appear inconsistent or unreasonable
• Ensuring vendors submit accurate permit applications and meet requirements set by permitting authorities
• Tracking vendor responsiveness and enforcing expectations set by build managers
• Providing feedback and driving corrective actions when performance gaps arise

BSW Permit Analyst

Account Manager

• Build and maintain strategic relationships with state and local government officials, broadband offices, community leaders, and industry stakeholders to support Brightspeed’s broadband deployment and operational priorities
• Engage local governments and municipalities to facilitate fiber network expansion, including navigating permitting processes, addressing regulatory requirements, and resolving deployment-related issues
• Serve as a primary liaison between government entities and internal teams, including Network Operations, Engineering, Regulatory, Legal, Real Estate, and Corporate Communications, to resolve issues and support business initiatives
• Support broadband grant initiatives by coordinating community outreach, strengthening relationships with broadband offices, and assisting in advocacy efforts aligned with funding opportunities
• Partner with sales and go-to-market teams, including SLED and Door-to-Door channels, to support market entry, community engagement, and business growth objectives
• Develop and maintain relationships with chambers of commerce, economic development organizations, and community groups to enhance Brightspeed’s reputation and community presence
• Support construction and operational teams by helping resolve permitting, right-of-way, and buried service wire issues impacting broadband deployment timelines
• Monitor state and local legislative and regulatory developments related to telecommunications and broadband and assess potential business impact
• Support public messaging and communications efforts by coordinating with Corporate Communications to ensure alignment with Brightspeed’s brand and strategic priorities
• Contribute to government affairs strategy, planning, and execution to advance Brightspeed’s policy, regulatory, and operational objectives

Government Affairs and Community Relations Manager

• Conducting internal audits to assess effectiveness of internal controls
• Identify areas of improvement and ensure compliance with policies and regulations
• Participate in business process and IT walkthroughs to identify key controls
• Test key controls and monitor remediation activities
• Evaluate and improve technology-enabled business processes
• Drive measurable process improvements and enhance internal controls
• Collaborate with management to monitor remediation plans and ensure timely implementation of audit recommendations

Process Excellence, Audit, and Controls Analyst – IT

Systems Engineer

• Partner with Finance and business leaders to understand strategic objectives and translate them into clear, measurable business and system requirements
• Lead end-to-end business requirements activities, including workshops, interviews, documentation, and process mapping with Finance business units
• Develop and maintain business requirements documentation (BRDs), functional specifications, and process flows to support IT development and delivery
• Ensure alignment between business needs and platform capabilities across multiple systems, including SAP S/4HANA, SAP BRIM, CABS, RAR, and data analytics platforms
• Identify business process gaps and recommend process improvements, automation opportunities, and control enhancements
• Collaborate with Platform Owners and Product Managers to translate requirements into user stories and acceptance criteria using Jira or similar tools
• Lead backlog grooming and prioritization sessions, ensuring readiness for sprints and releases
• Partner with developers and QA teams to validate functionality against requirements and acceptance criteria throughout development and testing
• Support issue resolution, defect triage, and clarification during development, testing, and post-release stabilization
• Participate in agile ceremonies, including sprint planning, daily stand-ups, and retrospectives, to ensure ongoing business alignment
• Serve as the primary liaison between Finance stakeholders and technical teams, ensuring transparency, alignment, and timely decision-making
• Communicate project status, risks, and issues through structured updates and governance forums
• Support project governance, approvals, and change management documentation
• Develop test scenarios and actively participate in User Acceptance Testing (UAT) to validate solutions
• Document test results, track defects, and support resolution prior to deployment
• Validate post-release outcomes and partner with business owners to confirm adoption and success metrics

Financial Systems Analyst

• Build and maintain strategic relationships with state and local government officials, broadband offices, community leaders, and industry stakeholders
• Engage local governments to facilitate fiber network expansion
• Serve as a primary liaison between government entities and internal teams
• Support broadband grant initiatives by coordinating community outreach
• Partner with sales and go-to-market teams for market entry and community engagement
• Develop and maintain relationships with chambers of commerce and community groups
• Monitor legislative and regulatory developments related to telecommunications
• Support public messaging and communications efforts

• 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

Senior Manager, Customer Operations

• Analyze business needs across assigned bulk portfolio
• Monitor overall property ‘account health’
• Spend 50%+ of working time in the field enhancing property relationships
• Build and maintain strong relationships with property management teams
• Address questions or concerns from property teams and residents
• Own distribution, placement, and tracking of marketing materials
• Manage and resolve billing inquiries and service concerns
• Maintain accurate property and activity records

Senior GIS Technical Lead – Program Manager

Senior Manager, Fiber Engineering and Construction

Process Excellence, Audit and Controls Analyst

Manager, Vendor Management – Outbound Sales

Operations Manager – Field Operations

BSW Permit Analyst

Government Affairs and Community Relations Manager

Government Affairs and Community Relations Manager

Process Excellence, Audit, and Controls Analyst – IT

Government Affairs and Community Relations Manager

Financial Systems Analyst

Government Affairs and Community Relations Manager

Government Affairs and Community Relations Manager

Senior Manager, Customer Operations

Bulk Account Manager