Brightspeed

Customer Support

• Serve as the single point of contact for strategic revenue customer accounts with complex product needs
• Proactively manage customers’ service needs ensuring high satisfaction, exceeding deliverables and timelines within the Customer Journey
• Manage interactions from order origination through revenue assurance (order origination and validation, project management, service scheduling, technical customer account management, MACD handling, billing and revenue assurance)
• Promote revenue growth, retention, and overall client satisfaction
• Provide support, coordination, and guidance on client and service delivery processes and serve as the escalation point for customer inquiries and issues
• Communicate order status and governance via client facing communication and provide Client Business Reviews at least bi-annually
• Deliver data and feedback to internal organizations on chronic performance issues and recommendations
• Support Service Assurance and Repair in Network Service Review (NSR) presentations to clients
• Initiate mitigation strategies to optimize customer solution delivery and collaborate with Sales and Operations to execute a connected Customer Journey (LBGUPS)

Customer Care Manager

Risk

• Lead the Enterprise Data Governance function: define and implement data governance frameworks, establish data ownership & stewardship, implement quality management models, and create/govern the data catalog, common data definitions and KPIs
• Establish and own an end-to-end structured program to “audit, improve, control and drive continuous improvements” across key data management and analytic processes
• Develop an enterprise analytics strategy including standardized reporting and self-service analytics; partner with analytic teams to improve data accessibility and usability; evaluate new tools to drive real-time insights
• Ensure team and stakeholder accountability for Data & Analytics excellence; form and lead enterprise data councils to align on cross-functional priorities; drive adoption and change management for all data initiatives
• Build and promote data-driven decisioning programs across the business
• Conduct comprehensive program review across all data transformation initiatives, inclusive of risk/mitigation assessment and proactive ways to continuously improve customer and shareholder value
• Prepare comprehensive reports and presentations summarizing the status of data transformation initiatives, including key milestones, achievements and challenges; present findings to senior leadership and stakeholders with actionable insights and recommendations for improvement

Director, Enterprise Data and Analytics Governance

Operations

• Managing and executing proactive maintenance tasks on network elements for voice, video, and data
• Developing and implementing plans for capacity augmentation as necessary
• Performing engineering and applied research to design and evaluate new projects
• Troubleshooting and resolving issues across IP, ATM, Ethernet, and TCP/IP networks, focusing on OSI Layers 1-3
• Configuring network equipment using CLI/TL1 commands and GUIs
• Analyzing and isolating problems at both the physical and logical layers
• Maintaining a thorough understanding of circuit and packet switching, the OSI reference model, frame relay, and ATM switching
• Communicating effectively with customers and team members to ensure a high level of service
• Working independently with minimal supervision while demonstrating flexibility and resourcefulness in challenging situations

Operations Engineer II

IT Support

• Role: IT Manager, Business Intelligence and Analytics at Brightspeed; leading the BI team to deliver reliable insights
• Lead the execution of the enterprise BI and analytics roadmap in alignment with governance standards
• Oversee development and adoption of standardized enterprise metrics and KPI frameworks across business units
• Partner with stakeholders to understand analytics needs, set priorities, and ensure timely delivery
• Collaborate with Data Engineering to ensure data pipelines, data models, and semantic layers meet BI requirements
• Manage BI tools and platforms (Tableau, Power BI, Looker), ensuring scalability, performance, and user adoption
• Establish and enforce BI development standards, including version control, documentation, and release management
• Oversee vendor management for BI and analytics platforms, including sourcing, contracting, and performance oversight
• Monitor BI solution adoption, user satisfaction, and business impact, making recommendations for improvement
• Provide leadership, mentoring, and performance management for BI team members

IT Manager, Business Intelligence and Analytics

Analyst

• Strategy Analyst to join our growing team at Brightspeed, accelerating value creation from existing initiatives via deep analytical skills and strategic problem-solving to remove roadblocks and define incremental initiatives to bridge value gaps\n• Identify gaps between transformation initiatives and budget/long-range plan targets\n• Diagnose major roadblocks to initiatives, find root causes and design plans to address\n• Partner with initiative owners to understand success factors and critical enablers\n• Identify and establish cross-initiative, organization-level enablers (e.g., change management, analytics)\n• Incremental Initiatives Identify opportunities, over and above current initiatives, to realize and surpass annual targets\n• Validate, quantify, and define implementation plan before handing over execution to an initiative lead\n• Program strategic review\n• Risk assessment of the overall value creation plan\n• Proactively identify ways to continuously improve existing transformation program and to mitigate its risks