About this role
The Senior Manager, Consumer Tools and Technology is responsible for leading the strategy, delivery, governance, and continuous improvement of the operational tools, technology, business processes, and order flow governance that support Brightspeed's Sales and Care, and Customer Success organizations. This leader serves as the business owner for operational technology initiatives, partnering with Information Technology, Product, Sales, Customer Care, and Operations teams to identify business needs, define system requirements, oversee testing and validation, and successfully implement technology solutions that improve operational performance and customer experience.
In addition to technology leadership, this role owns the enterprise Order Flow Operations function, providing governance over order jeopardies, fallout management, and cross-functional issue resolution. Through leadership of the enterprise Order Flow War Room, this organization coordinates operational teams across Sales, IT, Customer Operations, Field Operations, Network, and Product to rapidly resolve barriers impacting customer orders from submission through installation.
This role is responsible for ensuring the successful progression of more than 40,000 customer orders each month through the fulfillment lifecycle. By improving operational tools, streamlining business processes, and leading enterprise issue resolution, the Director is expected to significantly reduce order fallout from approximately 25% to less than 10%, while improving customer experience, accelerating revenue realization, and generating more than $2 million in annual savings through the reduction of unnecessary truck rolls and operational inefficiencies.
This leader combines operational expertise, technology strategy, business process improvement, and cross-functional leadership to improve order quality, accelerate fulfillment, simplify operations, and maximize successful customer installations.
Primary Responsibilities
Build and lead a high-performing organization focused on operational excellence, accountability, innovation, and continuous improvementFoster strong cross-functional partnerships that improve operational execution across Sales, Customer Care, IT, Product, and OperationsLead executive communications and provide operational updates to senior leadershipChampion change management initiatives supporting technology adoption and operational transformationDevelop and mentor leaders while creating a culture of ownership and customer focusTools, Technology & Process Enablement
Lead the Tools, Tech and Process organization consisting of two Managers and one specialistOwn the business roadmap for Sales, Customer Care, and Order Operations technologyDevelop strategic plans for operational tools, systems, automation, and workflow improvementsGather, prioritize, and manage business requirements for system enhancements and new capabilitiesPartner with Information Technology and Product teams throughout the software development lifecycleServe as the primary business liaison between Operations and IT for all operational technology initiativesLead User Acceptance Testing (UAT), business validation, quality assurance (QA), and production readiness activitiesCoordinate business testing resources across multiple organizationsValidate new functionality meets business requirements before production deploymentEstablish governance for operational processes, documentation, and standard operating proceduresDevelop implementation, communication, and adoption plans for new technology releasesMonitor production performance and drive continuous system optimizationIdentify automation opportunities that reduce manual effort and improve customer experienceDrive innovation through technology-enabled operational improvementsPrioritize technology investments based on measurable operational and financial outcomes, including fallout reduction, productivity improvements, and customer experience enhancementsDrive automation initiatives that reduce manual work, improve order accuracy, and eliminate operational defects across the fulfillment lifecycleMeasure the business impact of technology releases through operational KPIs, financial savings, and customer experience improvementsEnhanced Order Flow Operations
Lead the Order Flow Operations organizationOwn enterprise governance of customer order flow from submission through completed installationMonitor operational health across the order lifecycle and proactively identify jeopardiesLead enterprise War Room activities focused on removing barriers to customer installationsCoordinate cross-functional resolution of high-priority order issues across Sales, Customer Care, IT, Product, Field Operations, Network Operations, Marketing, and Vendor Partners.Establish operational visibility into pending jeopardies, order aging, and fulfillment risksDrive accountability for issue resolution and escalation managementDevelop root cause analysis for recurring operational issues and implement sustainable corrective actionsImprove operational workflows that reduce fallout and increase successful order completionOwn operational governance for a monthly order pipeline exceeding 40,000 customer orders across all consumer sales channels.Drive enterprise initiatives to reduce order fallout from approximately 25% to below 10% through improved operational visibility, technology enhancements, and cross-functional accountability.Lead operational recovery efforts that prevent unnecessary installation failures and improve revenue realization.Reduce avoidable dispatches and operational waste by improving order quality and install readiness, contributing to more than $2 million projected annual savings through reduced empty truck rolls.Order Management & Fallout Reduction
Oversee operational health of enterprise order management processesIdentify, prioritize, and eliminate causes of order falloutPartner with IT and Operations to improve automation, workflow efficiency, and order accuracyLead enterprise order validation initiatives that improve order qualityDrive corrective actions that reduce recurring fulfillment issuesDevelop operational reporting that provides visibility into fallout trends and business performanceImprove exception handling processes that reduce customer effort and installation delaysCross-Functional Technology Leadership
Partner closely with Sales, Customer Care, Information Technology, Product Management, Field Operations, Marketing, Finance, and Vendor PartnersFacilitate recurring cross-functional operational reviewsLead executive War Room sessions focused on critical operational issuesCoordinate enterprise readiness activities for major technology implementationsEnsure alignment between business priorities and technology deliveryDrive accountability across cross-functional teams to improve operational performanceOperational Analytics & Continuous Improvement
Develop operational dashboards supporting technology delivery and order flow performance.Monitor KPIs related to order quality, fallout, system enhancements, and operational effectiveness.Analyze operational trends and recommend process improvementsChampion Lean methodologies and continuous improvement initiativesIdentify opportunities to simplify operational processes through automation and technologyUtilize data to support business decisions and prioritize enhancement opportunitiesOrganizational Scope
Responsible for leading:
Tools & Technology
Operational Technology RoadmapBusiness RequirementsUser Acceptance Testing (UAT)Business ValidationQuality AssuranceProduction ReadinessRelease ManagementBusiness Process ImprovementsOperational DocumentationTechnology AdoptionOrder Flow Operations
Order Flow GovernanceOrder Jeopardy ManagementWar Room CoordinationOrder Fallout ManagementCross-functional Issue ResolutionOperational Escalation ManagementRoot Cause AnalysisOperational ReportingKey Performance Indicators
Technology Delivery
On-time delivery of technology enhancementsBusiness requirements acceptance rateUAT completion and defect rateProduction release success ratePost-production defect volumeUser adoption of new capabilitiesTechnology implementation successStakeholder satisfactionOperational Performance
Dispatch Success and Install CompletionsOrder fallout rateOrder jeopardy agingAverage issue resolution timeOrder validation accuracyOrders progressing through fulfillmentCross-functional SLA performanceWar Room issue resolution effectivenessProductivity improvements40,000+ Monthly Orders Successfully Managed Through FulfillmentOrder Fallout Rate (<10%)Order Flow ThroughputAnnual Operational Cost Savings
Required Qualifications
Bachelor's degree in Business, Information Systems, Operations, Engineering, Computer Science, or related field.7–10 years of progressive leadership experience in Sales, Sales Operations, Technology, Business Operations, Telecommunications, or Customer Operations.Experience leading business technology initiatives and operational transformation programs.Demonstrated experience gathering business requirements and partnering with IT organizations.Experience leading User Acceptance Testing (UAT), business validation, and production deployments.Strong knowledge of operational workflows and order management systems.Experience leading cross-functional operational governance.Strong analytical, problem-solving, and organizational skills.Advanced experience with Power BI, Tableau, SQL, Excel, or similar reporting tools.Lean, Six Sigma, Agile, or Product Management experience preferred.Leadership Competencies
Strategic ThinkingBusiness Process ImprovementTechnology LeadershipCross-functional CollaborationOperational ExcellenceCustomer FocusData-Driven Decision MakingChange LeadershipExecutive CommunicationContinuous ImprovementProblem SolvingInnovationSuccess Profile
Success in this role is measured by the organization's ability to deliver reliable operational technology, continuously improve business processes, and ensure customer orders move efficiently from submission through installation. The Director creates strong partnerships between the business and Information Technology, improves the quality and speed of technology delivery, and provides enterprise leadership over order flow operations by proactively identifying and resolving jeopardies before they impact customers. Through operational governance, business process innovation, and cross-functional collaboration, this leader enables faster revenue realization, improved customer satisfaction, and greater operational efficiency.
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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.
Inclusion and belonging 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 that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process.
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