Process Improvement and Customer Engagement Specialist

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

We have an exciting opportunity for a Process Improvement and Customer Engagement Specialist to join our rapidly growing Network Transformation organization. This position will build and maintain reporting & insights systems that support our entrepreneurial business requirements. The Network Transformation Organization’s 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. Our ideal candidate has a strong background in identifying immediate and tangible solutions amidst large and complex data sets and the ability to transform insights into strategic opportunities. The position requires strong data hands-on skills and experience as well as establishing close business relationships and stakeholders across the Network Planning, Engineering, NOC, Field Operations, Marketing, CARE, and Service Assurance organizations.

As a Process Improvement and Customer Engagement Specialist your responsibilities will include:

• Developing and documenting workflows and processes for the purposes of articulating requirements to IT/systems teams, marketing, and customer service organizations
• Creating training materials and presentations to facilitate smooth transitions to new technologies
• Managing the program related to transitioning customers from legacy telecom technology to newer telecom technology options
• Engaging with customers to promote technology upgrades and ensure customer satisfaction
• Maintaining accurate records of customer/stakeholder interactions and feedback
• Identifying and implementing process improvements to enhance customer experience
   

Qualifications

WHAT IT TAKES TO CATCH OUR EYE: 

• Bachelor’s degree in business administration, Communications, or a related field preferred
• 5+ years of experience in process improvement and customer engagement
• 2+ years of program management experience preferred
• 5+ years of Telecommunications experience including order management/provisioning
• 2+ years of technical requirements gathering experience
• Strong process creation and documentation skills
• Excellent communication and presentation abilities
• Customer service experience and ability to persuade and influence customer decisions

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Additional Information

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. 

Diversity, equity and inclusion 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 pr