Senior Director, Order & Installation Success

Were looking for a Senior Director Order & Installation Success to lead one of the most critical moments in Brightspeeds customer journey - turning customer demand into successful installations and revenue.

Reporting directly to the Chief Marketing Officer you will own Brightspeeds enterprise order-to-install strategy with accountability for maximizing the conversion of customer orders into successfully installed and activated customers. Your focus will be clear: convert more orders reduce cancellations and fallout accelerate installations and create a simpler more reliable experience for our customers.

As the enterprise leader for order and installation success you will work across Sales Marketing Field Operations Customer Care Network Technology Product and other teams to identify where customers encounter friction or fall out of the funnel and mobilize the organization to address the root causes. You will strengthen install readiness improve handoffs across the customer journey and establish clear accountability for order-to-install performance.

This role requires a leader who can operate at both the strategic and execution levels. You will use data and customer insights to identify conversion opportunities establish meaningful performance measures and drive coordinated action across Brightspeed. Ultimately your success will be measured by your ability to turn more customer demand into completed installations stronger customer experiences and profitable revenue growth.

As Senior Director Order & Installation Success your duties and responsibilities will include:

• Own Brightspeeds sales-to-install conversion strategy establishing the priorities programs and performance framework needed to maximize completed installations
• Lead enterprise cancel-reduction efforts identifying the primary drivers of pre-install cancellations and coordinating cross-functional actions to address root causes
• Reduce order fallout and revenue leakage by identifying breakdowns across ordering qualification scheduling provisioning installation and activation
• Improve install readiness by ensuring customer order network equipment technician and operational dependencies are addressed before the scheduled installation
• Create visibility across the conversion funnel establishing KPIs and reporting for order conversion fallout cancellations reschedules cycle time install completion and other critical measures
• Translate customer and operational data into action identifying trends quantifying revenue opportunities and prioritizing improvements based on business and customer impact
• Lead cross-functional programs across Marketing Sales Field Operations Customer Care Network Product Technology and other organizations that influence successful installation
• Strengthen the handoff from demand generation and Sales into fulfillment ensuring orders entering the installation pipeline are accurate actionable and positioned for successful completion
• Partner with Technology and business teams on system enhancements providing business requirements operational expertise system support and user acceptance testing (UAT) for capabilities impacting ordering conversion and fulfillment
• Establish root-cause and continuous-improvement disciplines to move the organization beyond resolving individual order issues toward eliminating systemic failure points
• Improve the customer experience by reducing avoidable delays repeat contacts reschedules cancellations and other friction between the initial order and successful activation
• Create executive-level accountability for conversion performance bringing together functional leaders to address barriers establish ownership and drive timely resolution of issues
• Connect conversion performance to Brightspeeds growth objectives quantifying the impact of improvements on installations subscriber growth revenue realization and customer acquisition economics

Qualifications :

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelors degree in Business Marketing Operations Telecommunications Engineering or a related field; masters degree preferred
• 10 years of progressive leadership experience in telecommunications broadband revenue operations customer growth fulfillment customer experience or a related field
• Demonstrated success improving sales-to-install conversion customer activation cancellation or order fallout performance
• Strong understanding of telecommunications customer acquisition and fulfillment including ordering qualification provisioning scheduling installation and activation
• Experience leading complex enterprise initiatives requiring coordination and accountability across multiple functions
• Strong analytical capabilities with demonstrated experience using funnel operational customer and financial data to identify opportunities and drive action
• Experience developing KPIs executive dashboards operating rhythms and performance-management frameworks
• Demonstrated ability to influence senior leaders and drive results across organizational boundaries without direct authority
• Experience partnering with Technology teams on business requirements system enhancements testing UAT and production support
• Strong executive communication skills with the ability to simplify complex issues and translate findings into clear business actions
• Proven ability to operate in a fast-paced highly accountable environment focused on growth execution and measurable outcomes

LEADERSHIP IMPACT

The Senior Director Order & Installation Success will serve as the connective tissue between customer demand sales conversion operational fulfillment and revenue realization.

Success will be measured by the organizations ability to convert more customer demand into completed installations - reducing avoidable cancellations and fallout accelerating time to revenue improving the customer experience and ultimately driving greater subscriber and revenue growth for Brightspeed.

At its core this role owns one of Brightspeeds most important growth outcomes: turning more orders into successfully installed customers.

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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

Remote Work :

No

Employment Type :

Full-time