Senior Director, Order Operations and Fulfillment

Job Description

Job Description

Company Description

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!

We are looking for a Senior Director, Order Operations and Fulfillment to join our growing team! In this role, you will be responsible for maximizing the conversion of customer sales into completed installations by leading the end-to-end operational performance of Brightspeed's order fulfillment process. You will own the critical operational metrics and cross-functional execution required to improve install conversion, reduce cancellations, optimize installation capacity, and eliminate friction throughout the order-to-install journey.

Working across Sales, Customer Experience, Field Operations, Network Operations, IT, Marketing, and Planning, you will serve as the operational integrator responsible for identifying breakdowns, driving accountability, and accelerating performance improvements that directly impact revenue realization and customer experience.

You will establish operational governance, lead cross-functional "War Room" initiatives, and leverage data-driven insights to continuously improve fulfillment efficiency and installation success.

In this role, success means ensuring that every qualified customer sale has the highest possible likelihood of becoming a completed installation. You will create visibility across the entire fulfillment process, removes operational barriers, aligns capacity with demand, and leads the cross-functional execution necessary to accelerate revenue realization while delivering an exceptional customer experience.

As Senior Director, Order Operations and Fulfillment, your duties and responsibilities will include:

Primary Responsibilities

• Establish a high-performance culture focused on accountability, speed, innovation, and continuous improvement
• Lead executive communications by developing and delivering clear, data-driven presentations and business updates for senior leadership, including the CEO
• Build and lead a high-performing team while fostering a culture of ownership, collaboration, and execution excellence
• Champion change management initiatives that enable rapid adoption of new technologies, AI capabilities, automation solutions, and improved operating processes

Order-to-Install Performance

• Own end-to-end performance of the sales-to-install process
• Lead the end-to-end transformation of the Order-to-Install organization, driving operational excellence with urgency, agility, and a startup mindset to accelerate business results
• Maximize the percentage of customer orders that result in completed installations
• Develop and execute strategies to improve install conversion rates while reducing customer fallout and cancellations
• Monitor performance across every stage of the fulfillment lifecycle and proactively resolve bottlenecks

Order Management & Fallout Reduction

• Oversee operational health of order management processes
• Identify, prioritize, and eliminate causes of order fallout
• Partner with IT and Operations to improve automation, workflow efficiency, and order accuracy
• Drive root cause analysis and corrective actions for recurring fulfillment issues

Interval & Capacity Management

• Own operational interval performance from order submission through installation
• Partner with Field Operations to optimize technician capacity and installation scheduling
• Ensure installation demand and operational capacity remain aligned
• Identify forecast gaps and proactively recommend capacity adjustments

Appointment Optimization & Install Readiness

• Improve appointment utilization, first-time install success, and customer readiness
• Partner with Customer Experience teams to ensure customers are prepared for scheduled installations
• Reduce missed appointments and prevent avoidable installation failures

Cross-Functional Performance Leadership

• Partner cross-functionally with Technology, Customer Operations, Sales, Network, and Product teams to remove barriers, accelerate delivery, and improve the customer journey
• Lead cross-functional operational governance through recurring performance reviews and War Room sessions
• Coordinate rapid resolution of systemic issues impacting installation performance
• Drive accountability across Sales, Operations, Network Engineering, Field Services, Customer Care, Marketing, Finance, and Technology

Operational Analytics & Continuous Improvement

• Develop executive-level performance dashboards and operational scorecards
• Analyze trends, identify performance drivers, and recommend strategic improvements
• Champion Lean, continuous improvement, and operational excellence initiatives
• Develop and execute the vision and roadmap for AI, automation, and digital capabilities to improve customer experience, reduce cycle times, and increase operational efficiency
• Drive innovation by identifying, implementing, and scaling technology-enabled process improvements that simplify operations and enhance performance
• Own the execution of continuous improvement initiatives, translating process insights into measurable operational and financial outcomes
• Leverage data and analytics to identify opportunities, monitor performance, and make informed decisions that improve Order-to-Install KPIs

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor's degree in Business, Operations, Engineering, Supply Chain, or related field
• 8+ years of progressive leadership experience in operations, sales operations, service delivery, or telecommunications
• Demonstrated experience leading complex cross-functional operational initiatives
• Strong analytical and operational problem-solving skills
• Experience managing performance through KPIs, dashboards, and operational governance
• Proven ability to influence senior leaders across multiple business functions without direct authority
• Experience leading process improvement initiatives using Lean, Six Sigma, or similar methodologies preferred
• Advanced proficiency with data visualization and reporting tools (Power BI, Tableau, SQL, Excel)

LEADERSHIP COMPETENCIES:

• Enterprise thinking
• Cross-functional influence
• Operational excellence
• Customer obsession
• Data-driven decision making
• Accountability and ownership
• Change leadership
• Executive communication
• Continuous improvement mindset

KEY PERFORMANCE INDICATORS:

• Percentage of customer sales converted into completed installations
• Install conversion rate
• Order fallout rate
• Customer cancellation rate
• Days from order to install
• Installation interval performance
• Capacity utilization
• Appointment success rate
• Install readiness rate
• First-time installation completion
• Sales-to-install cycle time
• Revenue realization from booked sales

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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.

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

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