Senior Director, Contact Centers - Service & Technical Support

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 Senior Director, Contact Centers - Service & Technical Support to join our growing team! In this role, you will lead the execution of Brightspeed’s Mass Markets Contact Centers with accountability for customer service delivery across all channels, including Technical Support, Billing (Care), Social Media Support, and Chat Support. You will manage daily operations and ensures long-term strategic success of the customer service organization. You will be responsible for the transformation strategies that drive service excellence, meet sales targets, and deliver best-in-class customer experiences aligned with Brightspeed’s values. You will also define and execute scalable and data-driven contact center practices to increase revenue, customer satisfaction, and operational efficiency. In this position, you will develop proactive inbound and outbound strategies across phone, chat, web, and social platforms to optimize engagement and ensure omnichannel support excellence.

As Senior Director, Contact Centers - Service & Technical Support, your duties and responsibilities will include:

• Own customer service KPIs including NPS, sales conversion, first contact resolution, AHT, and other quality metrics
• Ensure outstanding service delivery across all interaction channels including live voice, chat, and digital
• Drive operational consistency and high-quality support in both internal and partner-operated (BPO) environments
• Partner cross-functionally to develop and execute service transformation strategies with measurable business outcomes
• Champion the Voice of the Customer and proactively works to resolve systemic issues impacting satisfaction
• Leverage insights and analytics to continuously identify improvement opportunities and close performance gaps
• Build and lead a high-performing team, emphasizing coaching, accountability, and development
• Maintain strategic partnerships across the organization to align care operations with product, marketing, digital, and technology roadmaps
• Support digital deflection and self-service enablement strategies to reduce contact rate and elevate service quality
• Ensure all service experiences reflect Brightspeed’s brand values and contribute to business growth
• Act as a strategic advisor to senior leadership, contributing to roadmap planning and investment prioritization

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor's Degree is required. Master's Degree is highly preferred.
• 10+ years of leadership experience in customer care
• 7+ years of experience in contact centers or BPO operations
• Proven ability to lead cross-channel customer service (voice, chat, social media)
• Demonstrated success driving NPS and sales performance in service environments
• Strategic thinker with strong execution discipline and data-driven decision-making skills
• Experienced in workforce management, quality, and performance coaching
• Strong business planning, forecasting, and P&L understanding
• Ability to manage change, develop staff, and build a culture of excellence and collaboration
• Telecom, ISP, or cable industry experience strongly preferred

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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 possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they