Senior Director, Order & Installation Success

Brightspeed•Charlotte, NC

2d•Hybrid

About The Position

We’re looking for a Senior Director, Order & Installation Success to lead one of the most critical moments in Brightspeed’s customer journey - turning customer demand into successful installations and revenue. Reporting directly to the Chief Marketing Officer, you will own Brightspeed’s 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.

Requirements

Bachelor’s degree in Business, Marketing, Operations, Telecommunications, Engineering, or a related field; master’s 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

Responsibilities

Own Brightspeed’s 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 Brightspeed’s growth objectives, quantifying the impact of improvements on installations, subscriber growth, revenue realization, and customer acquisition economics