Senior Director, Contact Centers - Service & Technical Support at Brightspeed

📍 Job Overview

Job Title: Senior Director, Contact Centers - Service & Technical Support
Company: Brightspeed
Location: Charlotte, North Carolina, United States
Job Type: Full-time, Hybrid
Category: Executive / Management
Date Posted: June 11, 2025

🚀 Role Summary

Lead the execution of Brightspeed's Mass Markets Contact Centers, ensuring customer service delivery across all channels.
Manage daily operations and develop transformation strategies to drive service excellence and meet sales targets.
Collaborate cross-functionally to develop and execute service transformation strategies with measurable business outcomes.
Champion the Voice of the Customer and proactively work to resolve systemic issues impacting satisfaction.

💻 Primary Responsibilities

Customer Service KPIs: Own customer service KPIs including NPS, sales conversion, first contact resolution, AHT, and other quality metrics.
Service Delivery: Ensure outstanding service delivery across all interaction channels including live voice, chat, and digital.
Operational Consistency: Drive operational consistency and high-quality support in both internal and partner-operated (BPO) environments.
Strategic Partnerships: Maintain strategic partnerships across the organization to align care operations with product, marketing, digital, and technology roadmaps.
Team Leadership: Build and lead a high-performing team, emphasizing coaching, accountability, and development.
Digital Deflection: Support digital deflection and self-service enablement strategies to reduce contact rate and elevate service quality.
Brand Reflection: Ensure all service experiences reflect Brightspeed's brand values and contribute to business growth.
Strategic Advisor: Act as a strategic advisor to senior leadership, contributing to roadmap planning and investment prioritization.

🎓 Skills & Qualifications

Education: Bachelor's Degree is required, with a Master's Degree preferred.

Experience: 10+ years of leadership experience in customer care, with 7+ years in contact centers or BPO operations.

Required Skills:

Proven ability to lead cross-channel customer service (voice, chat, social media)
Demonstrated success driving NPS and sales performance in service environments
Strategic thinker with strong execution discipline and data-driven decision-making skills
Experienced in workforce management, quality, and performance coaching
Strong business planning, forecasting, and P&L understanding
Ability to manage change, develop staff, and build a culture of excellence and collaboration
Telecom, ISP, or cable industry experience strongly preferred

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this role)

💵 Compensation & Benefits

Salary Range: $150,000 - $180,000 per year (Estimated based on industry standards for a Senior Director role in the Customer Service sector, adjusted for the Charlotte, NC location)

Benefits:

Competitive medical, dental, vision, and life insurance
Employee assistance program
401K plan with company match
Voluntary benefits

Working Hours: Full-time, Hybrid (On-site and remote work)

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications

Company Size: Medium (200 - 999 employees)

Founded: 2021 (As Brightspeed, previously known as Lumen Technologies)

Team Structure:

The Contact Centers team is part of the Customer Experience organization.
The team consists of multiple departments, including Technical Support, Billing (Care), Social Media Support, and Chat Support.
The team works closely with cross-functional partners in Product, Marketing, Digital, and Technology.

Development Methodology:

Agile/Scrum methodologies are used for service transformation strategies and roadmap planning.
Regular sprint planning, code reviews, and quality assurance practices are in place.
CI/CD pipelines and automated deployment strategies are used for service improvements and updates.

Company Website: brightspeed.com

📝 Enhancement Note: Brightspeed is a relatively new company, founded in 2021, with a focus on providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South. The company is backed by funds managed by Apollo Global Management and is reimagining how people live, work, play, and connect by providing fiber optic internet services to traditionally underserved rural markets.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Director, Contact Centers - Service & Technical Support

Reporting Structure: Reports directly to the Vice President of Customer Experience

Technical Impact: Responsible for the strategic direction and operational execution of Brightspeed's Mass Markets Contact Centers, ensuring customer service delivery across all channels and driving service excellence, sales targets, and customer satisfaction.

Growth Opportunities:

Career Progression: Potential growth opportunities include Vice President of Customer Experience or other senior leadership roles within the organization.
Technical Skill Development: Opportunities to develop skills in strategic planning, data analysis, and process improvement within the customer service domain.
Technical Leadership Potential: Potential to lead and mentor team members, driving a culture of excellence and collaboration within the Contact Centers team.

🌐 Work Environment

Office Type: Hybrid (On-site and remote work)

Office Location(s): 1120 S Tryon St, Charlotte, NC 28203, United States

Workspace Context:

The Charlotte, NC office is located on the 7th floor of the new Vantage South End - East Tower.
The workspace is designed to be collaborative and contemporary, with an emphasis on employee wellness and work-life balance.
The office is located in the South End neighborhood of Charlotte, with easy access to public transportation and nearby amenities.

Work Schedule: Full-time, with a flexible hybrid work arrangement that allows for on-site and remote work.

📝 Enhancement Note: Brightspeed prioritizes hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for their hybrid workforce. The company invests in technology that enables their entire team to stay connected, recognizing the value of finding the best talent for the job, wherever they may be.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss the role, qualifications, and initial fit.
On-site Interview: A visit to the Charlotte, NC office for in-depth discussions with the hiring manager, team members, and other stakeholders.
Final Interview: A meeting with the Vice President of Customer Experience or another senior leader to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips: (N/A - Not Applicable for this role)

Technical Challenge Preparation: (N/A - Not Applicable for this role)

ATS Keywords: (N/A - Not Applicable for this role)

🛠 Technology Stack & Web Infrastructure (N/A - Not Applicable for this role)

👥 Team Culture & Values

Web Development Values: (N/A - Not Applicable for this role)

Collaboration Style:

Cross-functional Integration: The Contact Centers team works closely with cross-functional partners in Product, Marketing, Digital, and Technology to align care operations with product, marketing, digital, and technology roadmaps.
Code Review Culture: Regular code reviews and quality assurance practices are in place to ensure high-quality service delivery and continuous improvement.
Knowledge Sharing: A culture of knowledge sharing, technical mentoring, and continuous learning is encouraged to drive excellence and collaboration within the team.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Service Transformation: Leading the transformation of Brightspeed's Mass Markets Contact Centers to drive service excellence, meet sales targets, and deliver best-in-class customer experiences.
Omnichannel Support: Ensuring outstanding service delivery across all interaction channels, including live voice, chat, and digital.
Operational Consistency: Driving operational consistency and high-quality support in both internal and partner-operated (BPO) environments.

Learning & Development Opportunities:

Strategic Planning: Developing and refining strategic planning skills to drive service transformation and meet business objectives.
Data Analysis: Enhancing data analysis skills to identify improvement opportunities and close performance gaps.
Leadership Development: Building leadership skills to coach, mentor, and develop team members, driving a culture of excellence and collaboration within the Contact Centers team.

💡 Interview Preparation

Technical Questions:

Strategic Planning: Prepare for questions about strategic planning, data analysis, and process improvement within the customer service domain.
Leadership: Prepare for questions about leadership styles, team development, and change management strategies.
Customer Experience: Prepare for questions about customer experience design, user-centered design principles, and customer satisfaction metrics.

Company & Culture Questions:

Company Culture: Research Brightspeed's company culture, values, and mission to demonstrate a strong fit and understanding of the organization.
Team Dynamics: Prepare for questions about team dynamics, collaboration, and cross-functional partnerships within the Customer Experience organization.
Career Growth: Prepare for questions about career growth opportunities, both within the Contact Centers team and across the broader organization.

Portfolio Presentation Strategy: (N/A - Not Applicable for this role)

📝 Enhancement Note: As a Senior Director, the interview process will focus on strategic thinking, leadership, and customer experience expertise. Candidates should be prepared to discuss their experience in leading cross-channel customer service, driving NPS and sales performance, and managing change within a contact center environment.

📌 Application Steps

To apply for this Senior Director, Contact Centers - Service & Technical Support position:

Submit your application through the application link provided.
Prepare for a brief phone or video call to discuss the role, qualifications, and initial fit.
Research Brightspeed's company culture, values, and mission to demonstrate a strong fit and understanding of the organization.
Prepare for in-depth discussions with the hiring manager, team members, and other stakeholders during the on-site interview.
Meet with the Vice President of Customer Experience or another senior leader to discuss the role, company culture, and career growth opportunities during the final interview.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus: (N/A - Not Applicable for this role)

Quality Standards: (N/A - Not Applicable for this role)

Industry Expertise: (N/A - Not Applicable for this role)

Professional Standards: (N/A - Not Applicable for this role)

Technical Focus & Portfolio Emphasis: (N/A - Not Applicable for this role)

Avoid: (N/A - Not Applicable for this role)

Generate a comprehensive, management-focused content that serves as a valuable resource for executive and management candidates seeking their next opportunity in the customer service domain.

Senior Director, Contact Centers - Service & Technical Support