Senior Manager, Customer Operations
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Manager driving operational excellence and leading Customer Care Managers at Brightspeed. Focused on customer onboarding and order delivery for Broadband Fiber and VoIP services.
Responsibilities:
- Own and optimize the customer onboarding and order delivery experience from order handoff through successful installation and service activation
- Lead and manage a team of Customer Care Managers supporting Broadband Fiber and VoIP customers, setting clear priorities and performance expectations
- Establish and enforce standards, workflows, and best practices for customer interactions during onboarding and delivery
- Drive accountability for install completion, customer readiness, cycle time, and cancel avoidance
- Develop, monitor, and act on KPIs related to onboarding effectiveness, order delivery, escalations, and cancellations
- Identify systemic breakdowns in processes or handoffs and lead continuous improvement efforts to reduce friction and manual effort
- Partner cross-functionally with Sales, Field Operations, Provisioning, IT, and Product to ensure alignment on customer commitments and delivery execution
- Serve as the escalation point for complex onboarding and order delivery issues
- Ensure timely resolution of service-impacting challenges through structured escalation paths
- Identify recurring issues and drive preventative solutions to reduce future escalations
- Maintain clear communication with internal stakeholders during high-impact delivery issues
- Work closely with Sales, Marketing, Field Operations, Provisioning, and Product teams to ensure alignment on customer commitments and delivery expectations
- Represent Customer Care perspectives in cross-functional working sessions related to onboarding, installs, and service readiness
- Ensure operational feedback loops are established and used to improve upstream and downstream processes
Requirements:
- Bachelor’s degree or equivalent experience
- 8–10+ years of experience in telecommunications or customer operations
- Prior experience leading customer-facing operational teams
- Proven ability to manage complex workflows in fast-paced, high-volume environments
- Strong executive communication skills and comfort operating cross-functionally
- Solid understanding of Fiber, VoIP, and order delivery processes
Benefits:
- Health insurance
- 401K plan with company match
- Employee assistance program
- Competitive medical, dental, vision, and life insurance
- Paid time off
- Wellness programs
Similar Jobs
Loan Operations Manager II – Real Estate Secured Lending
Loan Operations Manager II overseeing various loan operations processes at TD Bank. Responsible for team development, performance management, and ensuring compliance with operational policies and procedures.
Operations Lead
Operations Lead managing product launches at Hadley Designs. Leading cross-functional teams to ensure timely and quality product execution.
User Operations Manager
User Operations Manager leading a high-performing support team at Harvey to enhance customer experience. Driving operational excellence and continuous improvement for a global support organization.
Data Operations Lead
Data Operations Lead managing end-to-end data operations for computer vision and spatial AI at Augmodo. Ensuring data quality and efficiency while collaborating with product and engineering teams.
Operations Specialist
Operations Specialist reviewing and processing safety data for clinical research services. Working remotely in a bilingual environment, ensuring compliance with regulations and guidelines.
Sustainable Operations Regional Manager
Sustainability Regional Manager managing carbon programming for JLL. Supporting technical advisory on energy projects across EMEA region with independent project delivery.
Director, Strategic Operations
Director of Strategic Operations driving execution of strategic initiatives at GameChanger, a youth sports technology company. Facilitating cross-functional alignment and performance management systems.
Fixed Income Operations Analyst
Operations Analyst at DV Trading working on Fixed Income Ops workflow and risk management tasks. Focus on trade reconciliation, reporting, and collaboration with treasury and technology teams.
School Operations Manager
School Operations Manager managing daily operations and client relationships for Zūm in school transportation system. Overseeing onboarding and efficiency improvements across teams.
Field Operations Manager
Field Operations Manager leading retail operations and third-party partnerships for Freeosk. Ensuring successful execution of in-store campaigns and improvements through data-driven insights.
Operations Support Team Delivery Specialist
Delivery Specialist managing end-to-end operations and complex cases for Alight Solutions. Collaborating cross functionally to ensure compliance and meet service level agreements.
Enterprise Customer Operations Engineer
Enterprise Support Engineer at Second Front Systems supporting U.S. government customers deploying on Game Warden. Enhance applications and resolve incidents in a fast-paced, security-focused environment.
Strategic Advisor – IT Operations
Strategic Advisor supporting business development for U.S. IT operations within the DFC. Providing strategic guidance and technical solutions for managed services opportunities.
Senior Consultant, Process Improvement
Senior Consultant, Process Improvement at TTEC improving processes and driving quality outcomes while working remotely in the Philippines.
Community Operations Specialist
Community Operations Specialist ensuring tasker onboarding and engagement in AI operations for a digital services company. Collaborating with teams to optimize communications and community health metrics.
Operations Trainer
Operations Trainer creating engaging onboarding and ongoing training programs for Kin's Operations team. Supporting learners in developing skills and confidence for success in their roles.
Operations Manager
Operations Manager at JLL ensuring compliance and quality in property management. Managing budgets, vendor relationships, and client deliverables for a better real estate service.
Sustainable Operations Manager
Sustainable Operations Manager focusing on energy management at JLL. Driving sustainability initiatives and implementing energy strategies for building operations.
Operations Manager – Insurance Case Management
Operations Manager overseeing high-volume insurance case management operations remotely. Driving efficiency, compliance, and team performance in a fast-paced BPO environment.
Credit Union Operations Consultant
Consultant assisting in credit union business operations, lending reviews, and financial auditing. Perform accounting assistance and regulatory training for management, volunteers, and staff.