Senior Director, Contact Centers - Service & Technical Support

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 byApollo 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!

We are currently looking for a Senior Director, Contact Centers - Service & Technical Support to join our growing team! In this role, you willlead 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:

• Owncustomer service KPIs including NPS, sales conversion, first contact resolution, AHT, and other quality metrics
• Ensureoutstanding service delivery across all interaction channels including live voice, chat, and digital
• Driveoperational consistency and high-quality support in both internal and partner-operated (BPO) environments
• Partnercross-functionally to develop and execute service transformation strategies with measurable business outcomes
• Championthe Voice of the Customer and proactively works to resolve systemic issues impacting satisfaction
• Leverageinsights and analytics to continuously identify improvement opportunities and close performance gaps
• Buildand leada high-performing team, emphasizing coaching, accountability, and development
• Maintainstrategic partnerships across the organization to align care operations with product, marketing, digital, and technology roadmaps
• Supportdigital deflection and self-service enablement strategies to reduce contact rate and elevate service quality
• Ensureall service experiences reflect Brightspeed's brand values and contribute to business growth
• Actas a strategic advisor to senior leadership, contributing to roadmap planning and investment prioritization

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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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 throughphysical, 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 belongingare at the center of our grounding belief inBeing Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin 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 taaccommodationrequests@brightspeed.com to initiate the accommodations process.

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

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