Director, Commercial Orders

Ziply Fiber•Kirkland, WA

10d•$150,000 - $185,000

About The Position

Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge. As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals. Our Company Values: Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention. Empowering You: We help customers choose what is best for them, and we support employees in implementing new ideas and solutions. Innovation and Improvement: We constantly seek ways to improve how we serve customers and each other. Earning Your Trust: We build trust through clear, honest, human communication. Job Summary The Director, Commercial Orders is responsible for the strategic leadership, operational performance, and continuous improvement of Ziply Fiber’s commercial order-to-cash operations. This role leads teams responsible for commercial order management, service delivery coordination, customer implementations, account management support, project management, billing support operations, customer escalations, workflow optimization, and operational excellence initiatives. The Director partners closely with Commercial Sales, Enterprise Sales, Product Management, Engineering, Technology, Customer Operations, Finance, and Field Operations to ensure accurate, timely, and scalable delivery of commercial products and services. This position is accountable for establishing operational standards, improving customer experience, driving process automation, and ensuring service level commitments are consistently achieved. The role serves as a critical bridge between customer-facing sales organizations and operational fulfillment teams throughout the commercial customer lifecycle.

Requirements

High school diploma or GED.
Bachelor’s degree in Business Administration, Telecommunications, Engineering, Information Systems, Operations Management, or a related field; or equivalent combination of education and experience.
Minimum of ten (10) years of progressive leadership experience in telecommunications, technology, service delivery, customer operations, order management, account management, project management, or related operational functions.
Minimum of five (5) years of experience leading people leaders, supervisors, managers, and/or professional staff.
Demonstrated experience leading large-scale operational teams, cross-functional initiatives, process improvement efforts, and customer-impacting service delivery functions.
Experience overseeing operational performance, service levels, customer escalations, workflow management, and business process improvement.
Experience partnering with senior leaders and cross-functional stakeholders to improve service delivery, customer experience, operational efficiency, and business outcomes.
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Nice To Haves

Telecommunications, ISP, MSO, fiber, technology, or related industry experience.
Experience with commercial customer fulfillment, order management, service delivery, billing support, provisioning coordination, operational support systems, workflow management, or customer operations.
Experience leading process automation, workflow optimization, operational transformation, system implementation, or large-scale change management initiatives.
Experience managing vendor partner operations, outsourced support teams, or third-party service delivery relationships.
Experience supporting commercial, enterprise, small business, or wholesale customer segments.

Responsibilities

Lead and develop a high-performing organization responsible for commercial order operations, customer fulfillment, project management, and customer support activities.
Establish operational priorities, objectives, and performance expectations aligned with company goals and commercial growth plans.
Build, mentor, coach, and develop leaders and team members while fostering a culture of accountability, collaboration, continuous improvement, and customer focus.
Drive employee engagement, succession planning, workforce planning, and organizational effectiveness across the Commercial Orders function.
Provide executive oversight of the commercial order-to-cash lifecycle, from order intake through service activation, billing readiness, and operational handoff.
Ensure timely and accurate processing of commercial customer orders, modifications, disconnects, billing support requests, and related operational activities.
Oversee fulfillment activities supporting Ethernet, voice, UCaaS/VoIP, managed services, simple network solutions, CPE, hot cuts, and future commercial product offerings.
Monitor operational performance, workload management, quality, and service commitments to ensure customer and business expectations are met.
Lead resolution of complex customer issues and operational escalations impacting commercial customers, including executive-level or high-priority customer concerns.
Establish processes that improve customer satisfaction, retention, service quality, and overall delivery experience.
Partner with Commercial Sales, Enterprise Sales, Account Management, and Customer Operations teams to ensure a seamless commercial customer experience.
Serve as an executive escalation point for critical customer issues related to order processing, implementation, service delivery, billing readiness, workflow completion, or operational support.
Identify opportunities to improve operational efficiency through process redesign, workflow optimization, automation, standardization, and quality improvement.
Establish operational metrics, dashboards, service level objectives, and key performance indicators to monitor business performance and team effectiveness.
Drive continuous improvement initiatives focused on reducing cycle times, improving accuracy, increasing productivity, and strengthening customer outcomes.
Lead cross-functional projects supporting commercial operational transformation, system enhancements, workflow improvements, and scalable business processes.
Collaborate with Sales, Product, Engineering, Finance, Customer Operations, Field Operations, and Technology teams to support new products, operational initiatives, and service improvements.
Ensure operational readiness for commercial product launches, system enhancements, process changes, and customer-impacting initiatives.
Provide operational expertise for strategic business initiatives, growth programs, customer implementation needs, and commercial service delivery improvements.
Build strong working relationships across the organization to improve customer outcomes, operational performance, and accountability.
Establish and monitor service level objectives, quality standards, productivity targets, customer satisfaction measures, and operational performance goals.
Manage departmental budgets, resource planning, workforce forecasting, vendor costs, and organizational capacity needs.
Develop performance reporting and communicate operational trends, risks, opportunities, and recommended actions to executive leadership.
Lead business continuity planning, operational risk mitigation, and issue resolution activities related to commercial order operations.
Oversee relationships with external vendors, service providers, and outsourced operational partners as applicable.
Evaluate partner performance and ensure service expectations, customer experience standards, and operational requirements are achieved.
Support sourcing, implementation, documentation, and optimization of third-party operational solutions and support models.
Performs other duties as required to support the business and evolving organization.