Brightspeed
Telecommunications
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At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.
Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.
Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.
We are looking for a Senior Director, Order Operations and Fulfillment to join our growing team! In this role, you will be responsible for maximizing the conversion of customer sales into completed installations by leading the end-to-end operational performance of Brightspeed's order fulfillment process. You will own the critical operational metrics and cross-functional execution required to improve install conversion, reduce cancellations, optimize installation capacity, and eliminate friction throughout the order-to-install journey.
Working across Sales, Customer Experience, Field Operations, Network Operations, IT, Marketing, and Planning, you will serve as the operational integrator responsible for identifying breakdowns, driving accountability, and accelerating performance improvements that directly impact revenue realization and customer experience.
You will establish operational governance, lead cross-functional "War Room" initiatives, and leverage data-driven insights to continuously improve fulfillment efficiency and installation success.
In this role, success means ensuring that every qualified customer sale has the highest possible likelihood of becoming a completed installation. You will create visibility across the entire fulfillment process, removes operational barriers, aligns capacity with demand, and leads the cross-functional execution necessary to accelerate revenue realization while delivering an exceptional customer experience.
As Senior Director, Order Operations and Fulfillment, your duties and responsibilities will include:
Primary Responsibilities
Order-to-Install Performance
Order Management & Fallout Reduction
Interval & Capacity Management
Appointment Optimization & Install Readiness
Cross-Functional Performance Leadership
Operational Analytics & Continuous Improvement
WHAT IT TAKES TO CATCH OUR EYE:
LEADERSHIP COMPETENCIES:
KEY PERFORMANCE INDICATORS:
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WHY JOIN US?
We aspire to contemporary ways of working.
Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
We offer competitive compensation and comprehensive benefits.
Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
Inclusion and belonging are at the center of our grounding belief in Being Real.
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.
Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.
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