Senior Manager, Consumer Tools and Technology

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

Responsible for leading:

Operational Technology Roadmap

Business Requirements

User Acceptance Testing (UAT)

Business Validation

Quality Assurance

Production Readiness

Release Management

Business Process Improvements

Operational Documentation

Technology Adoption

Order Flow Governance

Order Jeopardy Management

War Room Coordination

Order Fallout Management

Cross-functional Issue Resolution

Operational Escalation Management

Root Cause Analysis

Operational Reporting

On-time delivery of technology enhancements

Business requirements acceptance rate

UAT completion and defect rate

Production release success rate

Post-production defect volume

User adoption of new capabilities

Technology implementation success

Stakeholder satisfaction

Dispatch Success and Install Completions

Order fallout rate

Order jeopardy aging

Average issue resolution time

Order validation accuracy

Orders progressing through fulfillment

Cross-functional SLA performance

War Room issue resolution effectiveness

Productivity improvements

40,000+ Monthly Orders Successfully Managed Through Fulfillment

Order Fallout Rate (<10%)

Order Flow Throughput

Annual Operational Cost Savings

Strategic Thinking

Business Process Improvement

Technology Leadership

Cross-functional Collaboration

Operational Excellence

Customer Focus

Data-Driven Decision Making

Change Leadership

Executive Communication

Continuous Improvement

Problem Solving

Innovation

Success in this role is measured by the organization's ability to deliver reliable operational technology, continuously improve business processes, and ensure customer orders move efficiently from submission through installation. The Director creates strong partnerships between the business and Information Technology, improves the quality and speed of technology delivery, and provides enterprise leadership over order flow operations by proactively identifying and resolving jeopardies before they impact customers. Through operational governance, business process innovation, and cross-functional collaboration, this leader enables faster revenue realization, improved customer satisfaction, and greater operational efficiency.

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Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.