Director, Resolution & Recovery Operations

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 Director, Resolution & Recovery Operations to join our growing team! In this role, you will be a strategic enterprise leader responsible for the orchestration of complex customer support operations across voice, chat, SMS, email, and case-based channels. As part of a centralized shared services team, you will play a pivotal function in resolving escalated customer and order issues that fall outside standard workflows serving as the critical recovery layer for all frontline contact center channels and customer touchpoints. With deep operational insight and a strong grasp of omnichannel dynamics, you will drive process optimization, partners cross-functionally across the enterprise, and leverage data and Six Sigma methodologies to reduce friction and deliver measurable improvements to customer satisfaction, speed to resolution, and operational efficiency. This is a highly strategic role that directly impacts customer experience, operational health, and revenue protection. You will be required to have the ability to navigate a matrixed organization, influence at all levels, and execute transformational initiatives in a fast-paced, customer-centric environment.

Strategic Operations & Omnichannel Leadership

• Lead the resolution and recovery operations supporting customer interactions across all inbound and outbound channels: voice, chat, SMS, email, and digital case workflows
• Serve as a key leader within the contact center ecosystem, supporting sales, service, retention, and technical support by addressing complex order and service fallouts
• Drive forward-looking operational strategies that improve exception handling, elevate customer satisfaction, and reinforce organizational agility

Process Optimization & Performance Improvement

• Leverage Six Sigma or equivalent continuous improvement frameworks to identify bottlenecks, eliminate manual workarounds, and streamline order fulfillment and service resolution processes
• Define KPIs, analyze data trends, and implement solutions that reduce repeat contacts, shorten cycle time, and improve resolution rates
• Build automation- and ROI-driven business cases to support investments in system enhancements and process changes

Enterprise Collaboration & Shared Services Alignment

• Act as a strategic liaison across departments—Sales, Field Operations, Product, Marketing, IT, and CX Process teams—to ensure alignment and seamless execution on customer-impacting initiatives
• Drive shared accountability for process and service quality improvements across internal and external contact center partners
• Lead change management efforts tied to new technology rollouts, policy updates, and service delivery model shifts

Vendor & Budget Management

• Oversee internal teams and outsourced vendors delivering support functions. Drive performance through structured scorecards, SLAs, and improvement plans
• Own the operating budget for resolution operations, managing cost control, performance ROI, and vendor accountability

Reporting & Executive Communication

• Provide regular performance reports and strategic insights to senior leadership, highlighting challenges, recovery trends, and opportunities for proactive improvement
• Contribute to long-term planning, investment prioritization, and customer transformation initiatives

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s Degree in Business, Operations, or a related field. Master's Degree preferred.
• 10+ years of progressive leadership in contact centers, customer operations, or service recovery roles; telecom or internet provider experience strongly preferred
• Demonstrated success leading shared services or exceptional in handling teams within a matrixed organization
• Proven experience in Six Sigma, Lean, or similar process improvement frameworks
• Deep understanding of omnichannel support strategies, tools, and KPIs
• Strong financial acumen with ability to manage budgets, assess ROI, and influence investment decisions
• Excellent communication and stakeholder management skills, with the ability to drive alignment across diverse teams
• Telecommunications industry experience highly 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 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