Director, Strategic Customer Operations

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 Director of Strategic Customer Operations is a senior leadership role responsible for shaping and executing the customer experience strategy across the full lifecycle—from onboarding to retention. This role leads a team of managers and individual contributors across technical disciplines, project management, and service operations, driving revenue growth, customer satisfaction, and operational transformation 

As a Director, Strategic Customer Operations, your duties and responsibilities will include:

Create standards and best practices for organizational interactions with Business customers from order onboarding through retention strategy ensuring the highest levels of customer satisfaction 

Customer Experience & Strategy 

• Define and implement standards and best practices for customer interactions from onboarding through retention
• Develop and evolve KPIs to measure and improve customer experience
• Lead solution transformation and onboarding of new initiatives
• Collaborate cross-functionally to deliver a seamless customer journey (Learn, Buy, Get, Use, Pay, Support)

Revenue Growth & Retention 

• Partner with Sales, Marketing, and Finance to align customer operations with long-range revenue goals
• Identify and execute opportunities to expand customer value through upsell, cross-sell, and solution enhancement strategies
• Develop and implement churn mitigation programs based on customer behavior analytics, service performance, and feedback loops
• Monitor and report on revenue-impacting operational metrics, ensuring proactive adjustments to meet growth targets

Operational Leadership 

• Oversee service delivery, project execution, and customer relationship management
• Drive operational excellence across Dedicated Internet Access, Ethernet, Broadband Fiber, VoIP, and e911 services
• Establish and refine operational policies, methods, and procedures aligned with technical and customer requirements
• Lead strategic and operational discussions with business leadership, owning execution and outcomes

Cross-Functional Technical Collaboration 

• Work closely with Engineering, Product, and IT teams to influence technical execution and ensure alignment with customer experience goals
• Provide input into solution architecture and service design to ensure operational scalability and reliability
• Lead cross-functional working groups to resolve complex service delivery challenges and implement new technologies
• Act as a technical escalation point, guiding troubleshooting efforts and ensuring timely resolution of service-impacting issues

Customer Advocacy & Escalation Management 

• Serve as the escalation point for complex customer issues, including service delivery, technical design, and error resolution
• Provide formal reviews including SLAs, chronic ticket management, change management, and outage reporting
• Analyze trends and implement mitigation strategies to improve service reliability

Team Leadership & Development 

• Foster a culture of engagement, empowerment, and innovation
• Motivate teams through change and growth, promoting continuous learning and development
• Lead constructively through complex scenarios and competing priorities

Professional Success Competencies: 

• Leadership: Inspire and guide teams toward strategic goals
• Precision: High attention to detail in execution and reporting
• Communication: Clear, engaging, and persuasive across formats
• Problem Solving: Analytical and decisive i