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.

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 Excellence

• 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

Escalation & Issue Management

• 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

Cross-Functional Collaboration

• 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

Professional Success Competencies

• Operational Leadership: Drives execution, accountability, and consistency across teams
• People Leadership: Builds strong, empowered managers and teams
• Attention to Detail: High precision in workflows, metrics, and follow-through
• Communication: Clear, direct, and effective with customers and internal stakeholders
• Problem Solving: Calm, structured, and decisive in high-friction environments
• Results Orientation: Relentlessly focused on completed installs and successful onboarding

WHAT IT TAKES TO CATCH OUR EYE:

• 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

BONUS POINTS FOR:

• 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

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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 [email protected] to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice