Senior Manager, Customer Operations

About this role

Company Description

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.

Check us out on the web!

Job Description

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...