Director of Customer Experience and Billing Operations

Dragonfly Internet • Opelika, AL

3d • Hybrid

About The Position

Dragonfly Internet is a fast-growing, fiber-forward internet provider seeking a Director of Customer Experience & Billing Operations. This role is crucial for ensuring a seamless, high-quality customer experience from initial contact through monthly billing. The ideal candidate thrives on building teams, creating structure, and delivering consistent, exceptional customer journeys by turning moving parts into smooth operations and standardizing processes in an ISP environment.

Requirements

• Bachelor’s degree in Management, Business Administration, Marketing, or equivalent experience.
• Proven leadership experience in a call center or customer support environment.
• Experience managing or improving billing operations, ideally in an ISP, telecom, or subscription-based business.
• Strong ability to build processes, documentation, and scalable systems.
• A customer-first mindset with a focus on delivering smooth, positive experiences.
• Analytical thinker who uses data to identify trends and drive improvements.
• Strong communicator who can collaborate across teams and lead with clarity.

Nice To Haves

• Familiarity with Sonar and/or Gaiia platforms preferred.

Responsibilities

• Lead and develop customer service and billing teams, including both direct and indirect reports.
• Oversee client service operations, drive performance, quality, and customer satisfaction.
• Build, staff, and lead an in-house call center operation while managing and coordinating performance with outsourced overflow call center partners.
• Design and implement SOPs (Standard Operating Procedures) to create consistency across all locations.
• Partner with the Billing Supervisor to standardize and optimize billing processes, ensuring accuracy, transparency, and timeliness.
• Identify opportunities to improve the end-to-end customer experience, from onboarding to ongoing support.
• Partner closely with Sales and Marketing to align messaging, promotions, and customer expectations.
• Monitor key metrics (CSAT, response times, billing accuracy) and continuously improve performance.
• Align with the Billing Supervisor to ensure billing systems and workflows are used effectively and consistently across teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Director