Senior Manager, Customer Operations job opportunity at Brightspeed.

Home Jobs In United States Tag: Customer Operations Senior Manager, Customer Operations position at Brightspeed


Date2026-04-21T13:17:33.996Z bot
Brightspeed Senior Manager, Customer Operations
Experience: General
Pattern: Full-time
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Customer Operations

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loacation 1120 S Tryon St, Charlotte, North Carolina, United States
loacation 1120 S Tryon S..........United States
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Job DescriptionBrightspeed is transforming the customer experience in telecommunications. We’re seeking a dynamic, strategic, and customer-centric leader to drive operational excellence and elevate our Business Segment, which serves Small Business, Midmarket, Government, and Wholesale customers.The Sr. Manager, Strategic Customer Operations is responsible for leading and optimizing the customer onboarding and order delivery experience for Brightspeed Business customers. This role directly manages a team of Customer Care Managers supporting Broadband Fiber and VoIP customers and is accountable for ensuring installs are completed as committed, onboarding is executed effectively, and operational friction is reduced.This leader will focus on driving consistency, accountability, and continuous improvement across customer care workflows, ensuring teams are empowered, effective, and aligned to the ultimate goal of completed orders and successful customer activation. This role requires a disciplined operator who can cut through complexity, maintain focus on the highest-impact priorities, and decisively triage issues based on customer and business impact. The Sr. Manager must bring strong analytical rigor—working fluently in data and operational reporting, shaping meaningful insights, and translating complex findings, risks, and tradeoffs into clear, executive-ready recommendations.As a Sr. Manager, Strategic Customer Operations, your duties and responsibilities will include:Customer Onboarding, Order Delivery & Operational ExcellenceOwn and optimize the customer onboarding and order delivery experience from order handoff through successful installation and service activationLead and manage a team of Customer Care Managers supporting Broadband Fiber and VoIP customers, setting clear priorities and performance expectationsEstablish and enforce standards, workflows, and best practices for customer interactions during onboarding and deliveryDrive accountability for install completion, customer readiness, cycle time, and cancel avoidanceDevelop, monitor, and act on KPIs related to onboarding effectiveness, order delivery, escalations, and cancellationsIdentify systemic breakdowns in processes or handoffs and lead continuous improvement efforts to reduce friction and manual effortPartner cross-functionally with Sales, Field Operations, Provisioning, IT, and Product to ensure alignment on customer commitments and delivery executionEscalation & Issue ManagementServe as the escalation point for complex onboarding and order delivery issuesEnsure timely resolution of service-impacting challenges through structured escalation pathsIdentify recurring issues and drive preventative solutions to reduce future escalationsMaintain clear communication with internal stakeholders during high-impact delivery issuesCross-Functional CollaborationWork closely with Sales, Marketing, Field Operations, Provisioning, and Product teams to ensure alignment on customer commitments and delivery expectationsRepresent Customer Care perspectives in cross-functional working sessions related to onboarding, installs, and service readinessEnsure operational feedback loops are established and used to improve upstream and downstream processesProfessional Success CompetenciesOperational Leadership: Drives execution, accountability, and consistency across teamsPeople Leadership: Builds strong, empowered managers and teamsAttention to Detail: High precision in workflows, metrics, and follow-throughCommunication: Clear, direct, and effective with customers and internal stakeholdersProblem Solving: Calm, structured, and decisive in high-friction environmentsResults Orientation: Relentlessly focused on completed installs and successful onboarding

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