Manager, Customer Migration Strategy

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

The Manager, Customer Migration Strategy will build and lead a new dedicated team focused on transitioning customers from legacy to modern network infrastructure. This role involves analyzing opportunities and defining effective strategies to move customers from primarily copper-based to fiber infrastructure, ensuring a smooth and efficient migration process.

Scale of Responsibility:

• Initially oversee 1-2 Analysts during the team’s establishment.
• Firm-level responsibility for the customer migration strategy as part of a multi-year network evolution effort.

Key Responsibilities:

• Customer Migration Journey: Develop and oversee comprehensive migration strategies to ensure a seamless transition experience for customers while maintaining high service and support levels.
• Migration Communication Strategy: Collaborate with sales, marketing, public relations, and regulatory teams to create effective communication strategies regarding migration to new network infrastructure, alternative technologies, and the sunsetting of legacy services.
• Regulatory and Legal Compliance: Ensure all network transformation initiatives comply with applicable regulatory and legal requirements, working closely with legal and compliance teams.
• Interdepartmental Ambassador: Serve as a liaison across departments, fostering collaboration and communication to align on customer migration goals and processes.
• Business Impact Analysis: Evaluate and track cost and revenue impacts related to customer migrations and separation; prioritize initiatives accordingly to minimize business impact while expediting the transition from obsolete infrastructure.

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree in a relevant field or equivalent practical work experience.
• Proven experience in project management, customer strategy, or telecommunications.
• Minimum 5 years’ experience in network transformation, specifically in retrofitting new technology.
• Minimum 2 years’ people management experience
• Strong analytical skills with the ability to assess complex data and make strategic decisions.
• Proficiency with data visualization tools (e.g., PowerBI, Tableau, Qlik Sense) to communicate data model outputs.
• Excellent communication and interpersonal skills, with experience in cross-functional collaboration.
• Knowledge of telecommunications regulations and compliance requirements.
• Ability to lead and inspire a team, fostering a culture of innovation and customer-centricity.
• Strong decision-making abilities and a track record of leading change.
• Capacity to manage multiple projects and priorities in a fast-paced environment

Bonus Points For: 

• Certifications: PMP, ITIL, or telecom-related certifications that demonstrate expertise in telecommunications and project leadership.
• Experience in Change Management: Proven experience in leading change management initiatives, including stakeholder engagement and training.
• Familiarity with Cloud Technologies: Knowledge of cloud-based network solutions and integration strategies.
• Budget Management: Experience managing budgets for large-scale network transformation projects.
• Cross-Departmental Experience in different telecommunication business units (e.g., sales, operations, marketing) that enhance a diverse perspective on customer migration methods and procedures.

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Additional Information

All your information will be kept confidential according to EEO guidelines.

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 Charlo