Manager, Strategic Customer Experience

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!  

Brightspeed is looking for a driven, creative, experienced, and energetic leader for Manager, Strategic Customer Experience to join our team and help support our Strategic Customers!

Operating in a highly cross-functional environment, this role is influential and has an ability to make an immediate, significant impact on the business. This role focuses on managing a team that is responsible for the service delivery and service assurance of the Brightspeed top Enterprise, Wholesale, and SLED (inclusive of PSAP and 911) customer base. The Manager will be responsible for leading and directing the teams responsible for the monitoring, management, and support as well as acting as an advocate for the Strategic customer base.

As the Manager, Strategic Customer Experience, you will have the following responsibilities:

• Manager will be responsible for leading and directing a team of individuals responsible for the following duties below:
• Manage interactions from the customer order through billing to ensure highest levels of customer satisfaction
• Promote revenue growth, retention, and overall customer satisfaction
• Participate in Quarterly Board Reviews
• Serve as the conduit and escalation point for exception problem management of customer issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects, and billing
• Communicate order status to customers via conference calls, emails, and phone calls
• Address customer requests, complaints and issues regarding their service order and delivery in a timely manner
• Meet learning, development and personal growth objectives to provide a superior customer experience
• Analyze customer/network outage trends to identify actionable steps to improve service performance and initiate mitigation strategies to prevent or lessen the impact of future occurrences.
• Acts as a supplemental technical resource to assist in the development and testing of contingency plans in the areas of diversity and disaster recovery.
• Provide support, coordination, and guidance on service assurance processes and promote process improvement. Provide data and feedback to other internal organizations on chronic facility shortages and performance issues.
• Provide Operations reviews, Service Level Agreement (SLA) management, chronic ticket management, change management, contact management, and Reason for Outage (RFO) delivery in a formal format, with legal review as required
• Act as a supplemental escalation point of contact for service and maintenance escalations, i.e.: provide escalation and support when the established service assurance escalation process fails. This could include engaging leadership and gathering technical resources as needed. Upon engagement, the Service Manager monitors progress, and communication, escalating as necessary through a resolution of any network issue

Professional Success Competencies:

• 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, solves problems, & chooses a course of action
• Driving for Results - Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed
• Client & Partner Relationships - Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions

What It Takes To Catch Our Eye:

• Bachelor’s Degree or equivalent work experience
• 15+ years in the telecommunications industry
• Must have leadership experience in a similar role at a prior telecommunications company supporting Enterprise, Wholesale, and SLED (inclusive of PSAP 911) customer base
• Executive-level presence and able to talk and present to C level
• Extensive knowledge of TDM and IP based voice and data services
• VOIP/UCaaS Softwitch Experience – MetaSwitch, Sonus, and Broadsoft experience preferred
• SDWAN and Managed Services experience
• Must be able to work in a fast-paced environment, and work collaboratively with marketing, sales, and channel management colleagues to support revenue growth
• Must have strong leadership skills and is a Professional, responsive, and a good team player
• Ability to work under pressure to tight deadlines
• Strong customer focus and excellent attention to detail

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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 may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice