Manager, Disputes

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 currently looking for a Manager, Disputes to join our growing team! In this role, you will be responsible for leading the Disputes team at Brightspeed. You will work closely with our business customer segment and own dispute management for the largest and most sensitive customer accounts. As Manager, Disputes, you will be responsible for meeting company SLA targets and enhancing processes to deliver prompt dispute resolutions. You will assist senior leadership with input, context, prioritization, and execution of activities in support of the organization’s goals. 

As a Manager, Disputes, your duties and responsibilities will include:

• Oversee the disputes process and interact with internal Brightspeed departments and customers to resolve disputes
• Establish relationships with business partners in sales, onboarding, and finance to drive strategic performance metrics
• Effectively communicate updates to senior leadership and other key stakeholders on dispute statuses/challenges and strategies
• Resolve escalated customer issues with key customer contacts
• Produce weekly and monthly performance measurement reporting
• Comply with company dispute policies and enforce compliance of the team
• Accurately forecast monthly dispute reserve requirements
• Challenge team on forecast and establish ownership of results at all levels.
• Prioritize dispute cases to ensure most impactful items have focus.
• Identify, drive, and manage risk assessment for base of disputes.
• Respond to internal and external escalations from all departments and all levels.
• Manage a team’s attendance, workflow, and productivity.
• Lead the development of requirements and UAT testing for all system enhancements related to disputes activity.
• Responsible for driving process improvement within the organization and to the impacting departments, including Collections, Accounting, and IT
• Maintain a professional disputes staff with sufficient knowledge, skills, and experience to meet the responsibilities of the Customer Financial Services department including but not limited to hiring, evaluating, monitoring, terminating, counseling, recognizing and developing personnel

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree in Finance, Accounting, Business, or related field
• 5+ years' experience in B2B dispute resolution processes, with at least 2 years of manager level experience working with software and system tools that support the dispute process
• Strong interpersonal and communication skills with the ability to communicate effectively orally and in writing with appropriate detail, judgement, and discretion at all levels of the organization including senior management
• Relationship-builder and strong listening skills
• Demonstrates competence, professionalism, and leadership presence: Is objective and free from undue influence; conveys sound judgment; builds trust; is collaborative, insightful, proactive, and future-focused.
• Well–organized, ensuring that all deliverables are met on time with excellent results and anticipates implementation or workload issues related to emerging developments
• Demonstrates integrity and the highest ethical standards in all aspects
• Ability to learn complex systems, process quickly and be able to convey that knowledge to others
• Ability to handle tight deadlines and work in a high paced demanding environment

BONUS POINTS FOR:

• Telecommunications industry experience
• SAP experience
• Experience with driving process automation

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Additional Information

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 Charlotte area, whenever pos