Manager, Service Delivery - Enterprise and Wholesale

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. The Manager of Service Delivery will lead and motivate a team focused on end-to-end Order, Design, Activation and Turn-up.

The Manager of Enterprise and Wholesale Service Delivery is a leadership role overseeing an organization of Managers and Individual Contributors. The organization is comprised of multi-faceted technical disciplines dedicated to the success of network design, implementation, activations and network translations for enterprise and wholesale markets. You will be responsible for redefining the customer experience through development of service procedures, execution KPIs and establishing goals to promote revenue growth, retention, and overall client satisfaction. You will lead through solution transformation and onboarding of new technology within the Company.

As the Manager – Enterprise and Wholesale Service Delivery, you will have the following duties:

• Lead ongoing implementation, provisioning, and quality assurance of telecommunications service delivery
• Define New Technical criteria, process and execution built to evolve Next Generation Solutions
• Create a workplace culture of employee engagement, empowerment, and innovation
• Establish cross-functional relationships in support of End-to-End Customer delivery
• Responsible for the development of operational policies, methods and procedures that uphold the technical specifications of the customer and corporate network
• Serve as the escalation point for customer inquiries and issues which includes general service delivery escalations, error resolution, technical design consulting, education and coaching
• Develop customer experience KPI goals and coordinate with the team to meet, exceed and evolve those goals on a consistent basis
• Implement an effective customer experience standard for execution and delivery of traditional telecommunications products and support for evolving solution infrastructure
• 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)
• Motivate teams through change, growth, and evolution and continuing education
• Participate in strategic and operational discussion with business leadership, owning strategy, execution and business outcomes
• Operate in sponsorship with IT, product and network operations to evaluate and implement new/improved technology standards
• Demonstrate the ability to lead constructively and effectively through complex scenarios with competing priorities
• Lead cross-functionally to consult and guide through complex networking, troubleshooting and business outcome realization
• Create a strong environment of leadership from within to promote proactive thought leadership and resilient change behaviors

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, solve