Senior Manager, Service Delivery

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 looking for a driven, creative, experienced, and energetic leader to join our team and build a strong customer experience within our Enterprise and Wholesale segment.  

Operating in a highly cross-functional environment, this role is influential and has an ability to make an immediate and significant impact on the business. This role focuses on supporting a team caring for Enterprise and Wholesale customer delivery. In this role, you will lead and motivate a team focused on end-to-end Order, Design, Activation and Turn-up. This position s a leadership role overseeing and motivating a team supporting Brightspeed’s Enterprise and Wholesale markets. 

The Senior Manager of Enterprise and Wholesale Service Delivery is a leadership role overseeing and motivating a team supporting Brightspeed’s Enterprise and Wholesale markets. You will also provide outstanding customer service to our clients through development of service procedures, execution KPIs and establishing customer experience goals to promote revenue growth, retention, and overall client satisfaction.

As Senior Manager, Service Delivery, you will have the following duties:

• Lead ongoing implementation, provisioning, and quality assurance of telecommunications service delivery
• Create a workplace culture of employee engagement, empowerment, and innovation
• Partner with cross-functional partners in support of End-to-End Customer delivery
• Responsible for Development of Operational Policies and Procedures
• Serve as the escalation point for customer inquiries and issues
  • Includes: general order inquiry, error resolution, education and coaching
• Develop customer experience KPI goals and coordinates with the team to meet, exceed and evolve those goals on a consistent basis
• Implement an effective customer experience standard for execution and delivery
• Maintain accurate records and documents of customer interaction, service activities and discussions
• Elevate customer engagement and delivery expectations
• Measure service statistics and provide detailed reports on findings, opportunities and improvements
• Collaborate with Sales and Operations ecosystem to execute a connected Customer Journey (LBGUPS – Learn, Buy, Get, Use, Pay, Support)
• Motivates teams through change, growth, and evolution and continuing education
• Participates in strategic and operational discussion with business leadership

Professional Success Competencies:

• Leadership - Ability to lead, motivate and mentor cross-functional teams
• Precision – Strong attention to detail in all work processes
• Communicating - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external
• Problem Solving and Decision Making – Identifying issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, & chooses a course of action
• Driving for Results - Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed
• Client & Partner Relationships - Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s Degree and / or a minimum of 10+ years’ in the telecommunications industry
• Expert Knowledge of service delivery principles and practice
• Advanced knowledge of infrastructure, data centers and architectural models
• Must have customer facing experience in a similar role at a prior telecommunications company with proven experience working in a customer facing leadership position
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