Job DescriptionThe 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 improvement
- Foster strong cross-functional partnerships that improve operational execution across Sales, Customer Care, IT, Product, and Operations
- Lead executive communications and provide operational updates to senior leadership
- Champion change management initiatives supporting technology adoption and operational transformation
- Develop and mentor leaders while creating a culture of ownership and customer focus
Tools, Technology & Process Enablement- Lead the Tools, Tech and Process organization consisting of two Managers and one specialist
- Own the business roadmap for Sales, Customer Care, and Order Operations technology
- Develop strategic plans for operational tools, systems, automation, and workflow improvements
- Gather, prioritize, and manage business requirements for system enhancements and new capabilities
- Partner with Information Technology and Product teams throughout the software development lifecycle
- Serve as the primary business liaison between Operations and IT for all operational technology initiatives
- Lead User Acceptance Testing (UAT), business validation, quality assurance (QA), and production readiness activities
- Coordinate business testing resources across multiple organizations
- Validate new functionality meets business requirements before production deployment
- Establish governance for operational processes, documentation, and standard operating procedures
- Develop implementation, communication, and adoption plans for new technology releases
- Monitor production performance and drive continuous system optimization
- Identify automation opportunities that reduce manual effort and improve customer experience
- Drive innovation through technology-enabled operational improvements
- Prioritize technology investments based on measurable operational and financial outcomes, including fallout reduction, productivity improvements, and customer experience enhancements
- Drive automation initiatives that reduce manual work, improve order accuracy, and eliminate operational defects across the fulfillment lifecycle
- Measure the business impact of technology releases through operational KPIs, financial savings, and customer experience improvements
Enhanced Order Flow Operations- Lead the Order Flow Operations organization
- Own enterprise governance of customer order flow from submission through completed installation
- Monitor operational health across the order lifecycle and proactively identify jeopardies
- Lead enterprise War Room activities focused on removing barriers to customer installations
- Coordinate 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 risks
- Drive accountability for issue resolution and escalation management
- Develop root cause analysis for recurring operational issues and implement sustainable corrective actions
- Improve operational workflows that reduce fallout and increase successful order completion
- Own 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 processes
- Identify, prioritize, and eliminate causes of order fallout
- Partner with IT and Operations to improve automation, workflow efficiency, and order accuracy
- Lead enterprise order validation initiatives that improve order quality
- Drive corrective actions that reduce recurring fulfillment issues
- Develop operational reporting that provides visibility into fallout trends and business performance
- Improve exception handling processes that reduce customer effort and installation delays
Cross-Functional Technology Leadership- Partner closely with Sales, Customer Care, Information Technology, Product Management, Field Operations, Marketing, Finance, and Vendor Partners
- Facilitate recurring cross-functional operational reviews
- Lead executive War Room sessions focused on critical operational issues
- Coordinate enterprise readiness activities for major technology implementations
- Ensure alignment between business priorities and technology delivery
- Drive accountability across cross-functional teams to improve operational performance
Operational 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 improvements
- Champion Lean methodologies and continuous improvement initiatives
- Identify opportunities to simplify operational processes through automation and technology
- Utilize data to support business decisions and prioritize enhancement opportunities
Organizational ScopeResponsible for leading:
Tools & Technology- Operational Technology Roadmap
- Business Requirements
- User Acceptance Testing (UAT)
- Business Validation
- Quality Assurance
- Production Readiness
- Release Management
- Business Process Improvements
- Operational Documentation
- Technology Adoption
Order Flow Operations- Order Flow Governance
- Order Jeopardy Management
- War Room Coordination
- Order Fallout Management
- Cross-functional Issue Resolution
- Operational Escalation Management
- Root Cause Analysis
- Operational Reporting
Key Performance IndicatorsTechnology Delivery- On-time delivery of technology enhancements
- Business requirements acceptance rate
- UAT completion and defect rate
- Production release success rate
- Post-production defect volume
- User adoption of new capabilities
- Technology implementation success
- Stakeholder satisfaction
Operational Performance- Dispatch Success and Install Completions
- Order fallout rate
- Order jeopardy aging
- Average issue resolution time
- Order validation accuracy
- Orders progressing through fulfillment
- Cross-functional SLA performance
- War Room issue resolution effectiveness
- Productivity improvements
- 40,000+ Monthly Orders Successfully Managed Through Fulfillment
- Order Fallout Rate (
- Order Flow Throughput
- Annual Operational Cost Savings
QualificationsRequired 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 Thinking
- Business Process Improvement
- Technology Leadership
- Cross-functional Collaboration
- Operational Excellence
- Customer Focus
- Data-Driven Decision Making
- Change Leadership
- Executive Communication
- Continuous Improvement
- Problem Solving
- Innovation
Success ProfileSuccess 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.
#LI-RW1
Additional InformationWe 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.
