Director, Commercial Orders

Ziply Fiber; Northern (KY); On-site; USD 150,000 - 185,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

FSA

Sick leave

Paid time off

Parental leave

Quarterly bonus

Training

Career growth

Education reimbursement

Job summary

Ziply Fiber is seeking a Director, Commercial Orders to lead strategy, operations, and continuous improvement of the commercial order-to-cash process. You will oversee order management, service activation, billing readiness, and customer implementations while partnering with Sales, Product, Engineering, and Finance.

The role requires a strong background in telecom operations, senior leadership, and a proven ability to drive cross-functional change, scale processes, and deliver exceptional

Qualifications

• Bachelor’s degree or equivalent in a related field required.
• 10+ years progressive leadership in telecommunications, technology, or operations.
• 5+ years leading people managers and professional staff.
• Experience with order management, service delivery, and customer operations.

Responsibilities

• Lead commercial order operations, customer fulfillment, and order-to-cash lifecycle.
• Oversee service activation, billing readiness, and operational handoff.
• Drive process automation, workflow optimization, and KPI reporting.
• Partner with Sales, Product, Engineering, Finance, and Field Operations.

Skills

Leadership

Cross-functional collaboration

Process improvement

Strategic planning

Education

Bachelor’s degree inBusiness, Telecommunications, Engineering, IT, or related field

Job description

Position Title: Director, Commercial Orders

Base Salary: $150,000 to $185,000 annually DOE , plus target commission of $30,000

Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth, and education reimbursement programs.

Ziply Fiber is a local internet service provider dedicated toelevating the connected livesof the communities we serve. We offer the fastest home internet in the nation, arefreshingly great customer experience,andaffordableplans that putcustomersin charge.

As ourstate-of-the-artfiber network expands, so does our need for team members who can help us grow and realize our goals.

OurCompany Values:

• Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention.
• Empowering You: We help customers choose whatisbest for them,andwesupport employeesin implementingnew ideasand 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.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

Leadership & Organizational Management

• Lead and develop a high-performing organization responsible for commercial order operations, customer fulfillment, project management, and customer support activities.
• Establishoperational 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.

Commercial Order Operations

• Provide executive oversight of the commercial order-to-cash lifecycle, from order intake through service activation, billing readiness, and operational handoff.
• Ensuretimelyandaccurateprocessing 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.
• Monitoroperational performance, workload management, quality, and service commitments to ensure customer and business expectations are met.

Customer Experience & Escalation Management

• Lead resolution of complex customer issues and operational escalationsimpactingcommercial customers, including executive-level or high-priority customer concerns.
• Establishprocesses 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.

Operational Excellence & Process Improvement

• Identifyopportunities to improve operational efficiency through process redesign, workflow optimization, automation, standardization, and quality improvement.
• Establishoperational metrics, dashboards, service levelobjectives, and key performance indicators tomonitorbusiness 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.

Cross-Functional Partnership

• 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 operationalexpertisefor 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.

Performance Management, Reporting & Budget

• Establishand monitor service levelobjectives, 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.

Other Duties

• Performs other duties as required to support the business and evolving organization .

Required Qualifications:

• 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.

Preferred Qualifications:

• 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.

Knowledge, Skills, and Abilities:

• Strong strategic planning and operational leadership capabilities.
• Exceptional people leadership, coaching, team development, and change leadership skills.
• Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.
• Ability to multi-task and collaborate effectively with other personnel to meet deadlines.
• Strong verbal and written communication, attention to detail, and organizational skills.
• Ability to work within critical deadlines and manage competing priorities in a fast-paced environment.
• Ability to adjust to rapidly changing priorities and schedules.
• Ability to provide excellent customer service and maintain a customer-focused mindset.
• Strong financial acumen, budget management, reporting, analytical, and problem-solving skills.
• Ability to influence and collaborate effectively with executive leadership, business partners, and cross-functional stakeholders.
• Proficiency in performance reporting, KPI development, process improvement, and business analytics.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.