Senior Manager, Customer Operations

Brightspeed 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.

Responsibilities

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

Requirements

Bachelor’s degree or equivalent experience; 8–10+ years of experience in telecommunications or customer operations; Prior experience leading customer-facing operational teams; Proven ability to manage complex workflows in fast-paced, high-volume environments; Strong executive communication skills and comfort operating cross-functionally; Solid understanding of Fiber, VoIP, and order delivery processes

Nice to have

Experience managing onboarding, provisioning, or service delivery teams; Background in operational process improvement or systems transformation; Comfort working in environments with manual processes and evolving systems; Strong leadership presence with the ability to motivate teams through ambiguity

Benefits

Competitive compensation and comprehensive benefits; Competitive medical, dental, vision, and life insurance; Employee assistance program; 401K plan with company match; Host of voluntary benefits; Paid time off programs