Director, Customer Advocacy & Reputation Management

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 Director of Customer Advocacy and Reputation Management is a newly created, strategic leadership role at Brightspeed, designed to drive and execute the company’s strategy for managing critical customer escalations. In this role, you will play a pivotal role in safeguarding Brightspeed's reputation by ensuring that customer issues are resolved swiftly, effectively, and in compliance with regulatory requirements. You will work closely with customers, executives, and regulatory agencies to resolve complaints and enhance customer satisfaction across the enterprise.

You will have a strong passion for delivering a world-class customer experience and a deep commitment to driving systemic change throughout the organization. You will lead the design and implementation of scalable processes, ensuring rigor and governance in every aspect of complaint handling. This role is integral to Brightspeed’s mission to provide exceptional service while adhering to regulatory expectations, and it will directly contribute to the company’s success by influencing key business metrics related to complaint resolution.

Primary Duties and Responsibilities:

Strategic Leadership

• Process Ownership: Lead the creation, design, and implementation of robust complaint response and resolution processes that align with Brightspeed’s brand values and exceed customer expectations
• Strategy Development: Develop and execute a comprehensive strategy for managing, responding to, and engaging with highly visible escalations, ensuring alignment with company goals and regulatory requirements
• Regulatory Compliance: Stay updated on the regulatory environment and industry trends, ensuring that Brightspeed’s complaint handling processes meet all relevant standards and requirements
• Metrics & Governance: Define and track key performance indicators (KPIs) for complaint handling, ensuring adherence to service level agreements (SLAs), regulatory expectations, and internal quality standards

Operational Management

• Team Leadership: Build and lead a team of managers and customer advocates, ensuring that the team is well-equipped to handle customer inquiries and escalations efficiently, seven days a week
• Process Improvement: Continuously assess customer experiences and business processes, identifying opportunities for improvement and driving strategies that enhance overall customer satisfaction
• Cross-functional Collaboration: Work closely with internal teams across all business units to resolve complex issues, document product or process gaps, and influence the customer experience roadmap
• Audit and Governance: Ensure that proper audit and governance procedures are established and maintained to meet customer, regulatory, and compliance requirements at all times

Executive & Stakeholder Management

• Communication: Lead a team of professionals that serves as the primary point of contact for executive escalations, managing the entire process from start to finish while communicating confidently and effectively with customers, executives, and cross-functional stakeholders
• Data-Driven Decision Making: Use data insights to motivate, inspire, and drive the implementation of best-in-class improvements. Transform insights from root cause analysis into actionable plans and executive summaries.
• Stakeholder Influence: Navigate complex and matrixed organizational structures, building trust and influencing stakeholders at all levels to drive systemic change and improve customer outcomes
• Coaching & Development: Provide coaching and training to team members and colleagues on effective communication skills, both written and oral, ensuring consistent messaging across all levels of the organization

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