Senior Director, Contact Centers - Service & Technical Support

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not Specified

Brightspeed is seeking a Senior Director, Contact Centers - Service & Technical Support to lead the execution of Mass Markets Contact Centers. This role is responsible for customer service delivery across Technical Support, Billing (Care), Social Media Support, and Chat Support, managing daily operations and ensuring long-term strategic success. The position focuses on transformation strategies to drive service excellence, meet sales targets, and deliver best-in-class customer experiences aligned with Brightspeed’s values. The role involves defining and executing scalable, data-driven contact center practices to increase revenue, customer satisfaction, and operational efficiency, as well as developing proactive inbound and outbound strategies across various platforms.

Requirements

• Bachelor's Degree required; Master's Degree 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 is preferred.

Responsibilities

• Own customer service KPIs including NPS, sales conversion, first contact resolution, AHT, and other quality metrics.
• Ensure outstanding service delivery across all interaction channels, including live voice, chat, and digital.
• Drive operational consistency and high-quality support in both internal and partner-operated (BPO) environments.
• Partner cross-functionally to develop and execute service transformation strategies with measurable business outcomes.
• Champion the Voice of the Customer and proactively work to resolve systemic issues impacting satisfaction.
• Leverage insights and analytics to continuously identify improvement opportunities and close performance gaps.
• Build and lead a high-performing team, emphasizing coaching, accountability, and development.
• Maintain strategic partnerships across the organization to align care operations with product, marketing, digital, and technology roadmaps.
• Support digital deflection and self-service enablement strategies to reduce contact rate and elevate service quality.
• Ensure all service experiences reflect Brightspeed’s brand values and contribute to business growth.
• Act as a strategic advisor to senior leadership, contributing to roadmap planning and investment prioritization.

Company Information

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!