Senior Director, Order Operations and Fulfillment

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 are looking for a Senior Director, Order Operations and Fulfillment to join our growing team! In this role, you will be responsible for maximizing the conversion of customer sales into completed installations by leading the end-to-end operational performance of Brightspeed's order fulfillment process. You will own the critical operational metrics and cross-functional execution required to improve install conversion, reduce cancellations, optimize installation capacity, and eliminate friction throughout the order-to-install journey.

Working across Sales, Customer Experience, Field Operations, Network Operations, IT, Marketing, and Planning, you will serve as the operational integrator responsible for identifying breakdowns, driving accountability, and accelerating performance improvements that directly impact revenue realization and customer experience.

You will establish operational governance, lead cross-functional "War Room" initiatives, and leverage data-driven insights to continuously improve fulfillment efficiency and installation success.

In this role, success means ensuring that every qualified customer sale has the highest possible likelihood of becoming a completed installation. You will create visibility across the entire fulfillment process, removes operational barriers, aligns capacity with demand, and leads the cross-functional execution necessary to accelerate revenue realization while delivering an exceptional customer experience.

As Senior Director, Order Operations and Fulfillment, your duties and responsibilities will include:

Primary Responsibilities

• Establish a high-performance culture focused on accountability, speed, innovation, and continuous improvement
• Lead executive communications by developing and delivering clear, data-driven presentations and business updates for senior leadership, including the CEO
• Build and lead a high-performing team while fostering a culture of ownership, collaboration, and execution excellence
• Champion change management initiatives that enable rapid adoption of new technologies, AI capabilities, automation solutions, and improved operating processes

Order-to-Install Performance

• Own end-to-end performance of the sales-to-install process
• Lead the end-to-end transformation of the Order-to-Install organization, driving operational excellence with urgency, agility, and a startup mindset to accelerate business results
• Maximize the percentage of customer orders that result in completed installations
• Develop and execute strategies to improve install conversion rates while reducing customer fallout and cancellations
• Monitor performance across every stage of the fulfillment lifecycle and proactively resolve bottlenecks

Order Management & Fallout Reduction

• Oversee operational health of order management processes
• Identify, prioritize, and eliminate causes of order fallout
• Partner with IT and Operations to improve automation, workflow efficiency, and order accuracy
• Drive root cause analysis and corrective actions for recurring fulfillment issues

Interval & Capacity Management

• Own operational interval performance from order submission through installation
• Partner with Field Operations to optimize technician capacity and installation scheduling
• Ensure installation demand and operational capacity remain aligned
• Identify forecast gaps and proactively recommend capacity adjustments

Appointment Optimization & Install Readiness

• Improve appointment utilization, first-time install success, and customer readiness
• Partner with Customer Experience teams to ensure customers are prepared for scheduled installations
• Reduce missed appointments and prevent avoidable installation failures

Cross-Functional Performance Leadership

• Partner cross-functional