Senior Director, Order & Installation Success

Vacation Tree; Charlotte (NC); On-site; USD 180,000 - 240,000; Full time

Job summary

Brightspeed is seeking a Senior Director, Order & Installation Success to lead the critical moment of turning customer demand into installed and activated service. You will own the enterprise order-to-install strategy and report to the Chief Marketing Officer, driving conversion, reducing cancellations, and accelerating installations.

This role coordinates across Sales, Marketing, Field Operations, Customer Care, Network, Product and Technology to identify friction points, improve handoffs,

Qualifications

• 10+ years of progressive leadership in telecommunications, broadband, revenue operations, customer growth, fulfillment, or related fields.
• Proven success improving sales-to-install conversion, activation, cancellations, or order fallout.
• Strong understanding of ordering, provisioning, scheduling, installation, and activation processes.
• Experience leading complex enterprise initiatives requiring cross-functional coordination and accountability.
• Strong analytical capabilities using funnel, operational, customer, and financial data to drive action.

Responsibilities

• Own Brightspeed’s order-to-install conversion strategy to maximize completed installations.
• Lead enterprise cancel-reduction efforts and coordinate cross-functional actions.
• Reduce order fallout and revenue leakage across ordering, provisioning, installation, and activation.
• Improve install readiness by ensuring dependencies are addressed before installation.
• Create visibility with KPIs and reporting for conversion, fallout, cancellations, and cycle time.
• Translate customer + operational data into actionable improvements prioritizing business impact.
• Lead cross-functional programs across Marketing, Sales, Field Operations, Customer Care, Network, Product, and Technology.
• Strengthen handoffs from demand generation and Sales into fulfillment.
• Partner with Technology on system enhancements, providing requirements and UAT.
• Establish root-cause and continuous-improvement disciplines.
• Improve customer experience by reducing delays, repeats, and cancellations.
• Create executive accountability for conversion performance and growth impact.

Skills

Leadership

Strategic thinking

Analytics

Cross-functional collaboration

Education

Bachelor’s degree; related field

Master’s degree preferred

Job description

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.

As Senior Director, Order & Installation Success, your duties and responsibilities will include:

• 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

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• 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