Senior Director, Order Operations and Fulfillment

Brightspeed•Charlotte, NC

6h•Hybrid

About The Position

We are looking for a Senior Director, Order Operations and Fulfillment to join our growing team! In this role, you will be responsible for maximizing the conversion of customer sales into completed installations by leading the end-to-end operational performance of Brightspeed's order fulfillment process. You will own the critical operational metrics and cross-functional execution required to improve install conversion, reduce cancellations, optimize installation capacity, and eliminate friction throughout the order-to-install journey. Working across Sales, Customer Experience, Field Operations, Network Operations, IT, Marketing, and Planning, you will serve as the operational integrator responsible for identifying breakdowns, driving accountability, and accelerating performance improvements that directly impact revenue realization and customer experience. You will establish operational governance, lead cross-functional "War Room" initiatives, and leverage data-driven insights to continuously improve fulfillment efficiency and installation success. In this role, success means ensuring that every qualified customer sale has the highest possible likelihood of becoming a completed installation. You will create visibility across the entire fulfillment process, removes operational barriers, aligns capacity with demand, and leads the cross-functional execution necessary to accelerate revenue realization while delivering an exceptional customer experience.

Requirements

Bachelor's degree in Business, Operations, Engineering, Supply Chain, or related field
8+ years of progressive leadership experience in operations, sales operations, service delivery, or telecommunications
Demonstrated experience leading complex cross-functional operational initiatives
Strong analytical and operational problem-solving skills
Experience managing performance through KPIs, dashboards, and operational governance
Proven ability to influence senior leaders across multiple business functions without direct authority
Experience leading process improvement initiatives using Lean, Six Sigma, or similar methodologies preferred
Advanced proficiency with data visualization and reporting tools (Power BI, Tableau, SQL, Excel)

Nice To Haves

Experience leading process improvement initiatives using Lean, Six Sigma, or similar methodologies

Responsibilities

Establish a high-performance culture focused on accountability, speed, innovation, and continuous improvement
Lead executive communications by developing and delivering clear, data-driven presentations and business updates for senior leadership, including the CEO
Build and lead a high-performing team while fostering a culture of ownership, collaboration, and execution excellence
Champion change management initiatives that enable rapid adoption of new technologies, AI capabilities, automation solutions, and improved operating processes
Own end-to-end performance of the sales-to-install process
Lead the end-to-end transformation of the Order-to-Install organization, driving operational excellence with urgency, agility, and a startup mindset to accelerate business results
Maximize the percentage of customer orders that result in completed installations
Develop and execute strategies to improve install conversion rates while reducing customer fallout and cancellations
Monitor performance across every stage of the fulfillment lifecycle and proactively resolve bottlenecks
Oversee operational health of order management processes
Identify, prioritize, and eliminate causes of order fallout
Partner with IT and Operations to improve automation, workflow efficiency, and order accuracy
Drive root cause analysis and corrective actions for recurring fulfillment issues
Own operational interval performance from order submission through installation
Partner with Field Operations to optimize technician capacity and installation scheduling
Ensure installation demand and operational capacity remain aligned
Identify forecast gaps and proactively recommend capacity adjustments
Improve appointment utilization, first-time install success, and customer readiness
Partner with Customer Experience teams to ensure customers are prepared for scheduled installations
Reduce missed appointments and prevent avoidable installation failures
Partner cross-functionally with Technology, Customer Operations, Sales, Network, and Product teams to remove barriers, accelerate delivery, and improve the customer journey
Lead cross-functional operational governance through recurring performance reviews and War Room sessions
Coordinate rapid resolution of systemic issues impacting installation performance
Drive accountability across Sales, Operations, Network Engineering, Field Services, Customer Care, Marketing, Finance, and Technology
Develop executive-level performance dashboards and operational scorecards
Analyze trends, identify performance drivers, and recommend strategic improvements
Champion Lean, continuous improvement, and operational excellence initiatives
Develop and execute the vision and roadmap for AI, automation, and digital capabilities to improve customer experience, reduce cycle times, and increase operational efficiency
Drive innovation by identifying, implementing, and scaling technology-enabled process improvements that simplify operations and enhance performance
Own the execution of continuous improvement initiatives, translating process insights into measurable operational and financial outcomes
Leverage data and analytics to identify opportunities, monitor performance, and make informed decisions that improve Order-to-Install KPIs