Director, Resolution & Recovery Operations

Employment Type: Full-time Location Type: Remote

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.

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Position Overview

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, partner 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.

Responsibilities

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 updates.

Requirements

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Application Instructions

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