Senior Manager, Consumer Tools and Technology

Brightspeed•Charlotte, NC

1d•Hybrid

About The Position

The Senior Manager, Consumer Tools and Technology is responsible for leading the strategy, delivery, governance, and continuous improvement of the operational tools, technology, business processes, and order flow governance that support Brightspeed's Sales and Care, and Customer Success organizations. This leader serves as the business owner for operational technology initiatives, partnering with Information Technology, Product, Sales, Customer Care, and Operations teams to identify business needs, define system requirements, oversee testing and validation, and successfully implement technology solutions that improve operational performance and customer experience. In addition to technology leadership, this role owns the enterprise Order Flow Operations function, providing governance over order jeopardies, fallout management, and cross-functional issue resolution. Through leadership of the enterprise Order Flow War Room, this organization coordinates operational teams across Sales, IT, Customer Operations, Field Operations, Network, and Product to rapidly resolve barriers impacting customer orders from submission through installation. This role is responsible for ensuring the successful progression of more than 40,000 customer orders each month through the fulfillment lifecycle. By improving operational tools, streamlining business processes, and leading enterprise issue resolution, the Director is expected to significantly reduce order fallout from approximately 25% to less than 10%, while improving customer experience, accelerating revenue realization, and generating more than $2 million in annual savings through the reduction of unnecessary truck rolls and operational inefficiencies. This leader combines operational expertise, technology strategy, business process improvement, and cross-functional leadership to improve order quality, accelerate fulfillment, simplify operations, and maximize successful customer installations.

Requirements

Bachelor's degree in Business, Information Systems, Operations, Engineering, Computer Science, or related field.
7–10 years of progressive leadership experience in Sales, Sales Operations, Technology, Business Operations, Telecommunications, or Customer Operations.
Experience leading business technology initiatives and operational transformation programs.
Demonstrated experience gathering business requirements and partnering with IT organizations.
Experience leading User Acceptance Testing (UAT), business validation, and production deployments.
Strong knowledge of operational workflows and order management systems.
Experience leading cross-functional operational governance.
Strong analytical, problem-solving, and organizational skills.
Advanced experience with Power BI, Tableau, SQL, Excel, or similar reporting tools.

Nice To Haves

Lean, Six Sigma, Agile, or Product Management experience preferred.

Responsibilities

Build and lead a high-performing organization focused on operational excellence, accountability, innovation, and continuous improvement
Foster strong cross-functional partnerships that improve operational execution across Sales, Customer Care, IT, Product, and Operations
Lead executive communications and provide operational updates to senior leadership
Champion change management initiatives supporting technology adoption and operational transformation
Develop and mentor leaders while creating a culture of ownership and customer focus
Lead the Tools, Tech and Process organization consisting of two Managers and one specialist
Own the business roadmap for Sales, Customer Care, and Order Operations technology
Develop strategic plans for operational tools, systems, automation, and workflow improvements
Gather, prioritize, and manage business requirements for system enhancements and new capabilities
Partner with Information Technology and Product teams throughout the software development lifecycle
Serve as the primary business liaison between Operations and IT for all operational technology initiatives
Lead User Acceptance Testing (UAT), business validation, quality assurance (QA), and production readiness activities
Coordinate business testing resources across multiple organizations
Validate new functionality meets business requirements before production deployment
Establish governance for operational processes, documentation, and standard operating procedures
Develop implementation, communication, and adoption plans for new technology releases
Monitor production performance and drive continuous system optimization
Identify automation opportunities that reduce manual effort and improve customer experience
Drive innovation through technology-enabled operational improvements
Prioritize technology investments based on measurable operational and financial outcomes, including fallout reduction, productivity improvements, and customer experience enhancements
Drive automation initiatives that reduce manual work, improve order accuracy, and eliminate operational defects across the fulfillment lifecycle
Measure the business impact of technology releases through operational KPIs, financial savings, and customer experience improvements
Lead the Order Flow Operations organization
Own enterprise governance of customer order flow from submission through completed installation
Monitor operational health across the order lifecycle and proactively identify jeopardies
Lead enterprise War Room activities focused on removing barriers to customer installations
Coordinate cross-functional resolution of high-priority order issues across Sales, Customer Care, IT, Product, Field Operations, Network Operations, Marketing, and Vendor Partners.
Establish operational visibility into pending jeopardies, order aging, and fulfillment risks
Drive accountability for issue resolution and escalation management
Develop root cause analysis for recurring operational issues and implement sustainable corrective actions
Improve operational workflows that reduce fallout and increase successful order completion
Own operational governance for a monthly order pipeline exceeding 40,000 customer orders across all consumer sales channels.
Drive enterprise initiatives to reduce order fallout from approximately 25% to below 10% through improved operational visibility, technology enhancements, and cross-functional accountability.
Lead operational recovery efforts that prevent unnecessary installation failures and improve revenue realization.
Reduce avoidable dispatches and operational waste by improving order quality and install readiness, contributing to more than $2 million projected annual savings through reduced empty truck rolls.
Oversee operational health of enterprise order management processes
Identify, prioritize, and eliminate causes of order fallout
Partner with IT and Operations to improve automation, workflow efficiency, and order accuracy
Lead enterprise order validation initiatives that improve order quality
Drive corrective actions that reduce recurring fulfillment issues
Develop operational reporting that provides visibility into fallout trends and business performance
Improve exception handling processes that reduce customer effort and installation delays
Partner closely with Sales, Customer Care, Information Technology, Product Management, Field Operations, Marketing, Finance, and Vendor Partners
Facilitate recurring cross-functional operational reviews
Lead executive War Room sessions focused on critical operational issues
Coordinate enterprise readiness activities for major technology implementations
Ensure alignment between business priorities and technology delivery
Drive accountability across cross-functional teams to improve operational performance
Develop operational dashboards supporting technology delivery and order flow performance.
Monitor KPIs related to order quality, fallout, system enhancements, and operational effectiveness.
Analyze operational trends and recommend process improvements
Champion Lean methodologies and continuous improvement initiatives
Identify opportunities to simplify operational processes through automation and technology
Utilize data to support business decisions and prioritize enhancement opportunities