Senior Director, Contact Centers - Service & Technical Support

We are currently looking for a Senior Director Contact Centers - Service & Technical Support to join our growing team! In this role you will lead the execution of Brightspeeds 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 Brightspeeds 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:

• 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 works 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 Brightspeeds brand values and contribute to business growth
• Act as a strategic advisor to senior leadership contributing to roadmap planning and investment prioritization

Qualifications :

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelors Degree is required. Masters 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

#LI-SS1

Additional Information :

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 to initiate the accommodations process. 

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

• Brightspeeds Privacy Notice for California Residents
• Brightspeeds Privacy Notice