About the role

Role overview

Brightspeed is hiring a Senior Manager, Strategic Customer Operations to lead operational excellence for Brightspeed Business customers (Small Business, Midmarket, Government, and Wholesale). You will optimize the customer onboarding and order delivery experience from handoff through installation and service activation, while reducing operational friction and driving continuous improvement.

Responsibilities

Customer onboarding, order delivery & operational excellence

Own and optimize the customer onboarding and order delivery journey from order handoff to successful installation and activation
Lead and manage a team of Customer Care Managers supporting Broadband Fiber and VoIP customers
Define and enforce standards, workflows, and best practices for onboarding and delivery interactions
Drive accountability for:
- Install completion
- Customer readiness
- Cycle time
- Cancel avoidance
Develop, monitor, and act on KPIs related to onboarding effectiveness, delivery, escalations, and cancellations
Identify process or handoff breakdowns and lead continuous improvement to reduce friction and manual effort
Partner cross-functionally with Sales, Field Operations, Provisioning, IT, and Product to ensure alignment on customer commitments and execution

Escalation & issue management

Serve as the escalation point for complex onboarding and order delivery issues
Ensure timely resolution of service-impacting challenges via structured escalation paths
Identify recurring issues and drive preventative solutions to reduce future escalations
Maintain clear internal communication during high-impact delivery issues

Cross-functional collaboration

Collaborate with Sales, Marketing, Field Operations, Provisioning, and Product to align on customer commitments and delivery expectations
Represent Customer Care perspectives in working sessions on onboarding, installs, and service readiness
Establish feedback loops to continuously improve upstream and downstream processes

About Brightspeed

Brightspeed provides fast, reliable internet connections and customer experience across twenty states in the Midwest and South. The company is working to accelerate upgrades from copper to fiber optic technologies, expanding service to rural and underserved markets. It operates in the telecommunications industry, with a focus on broadband and customer operations.

Senior Manager, Customer Operations

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