We are looking for a Senior Director, Order Operations and Fulfillment to join our growing team! In this role, you will be responsible for maximizing the conversion of customer sales into completed installations by leading the end-to-end operational performance of Brightspeed's order fulfillment process. You will own the critical operational metrics and cross-functional execution required to improve install conversion, reduce cancellations, optimize installation capacity, and eliminate friction throughout the order-to-install journey.Working across Sales, Customer Experience, Field Operations, Network Operations, IT, Marketing, and Planning, you will serve as the operational integrator responsible for identifying breakdowns, driving accountability, and accelerating performance improvements that directly impact revenue realization and customer experience.You will establish operational governance, lead cross-functional "War Room" initiatives, and leverage data-driven insights to continuously improve fulfillment efficiency and installation success.In this role, success means ensuring that every qualified customer sale has the highest possible likelihood of becoming a completed installation. You will create visibility across the entire fulfillment process, removes operational barriers, aligns capacity with demand, and leads the cross-functional execution necessary to accelerate revenue realization while delivering an exceptional customer experience.As Senior Director, Order Operations and Fulfillment, your duties and responsibilities will include:Primary ResponsibilitiesEstablish a high-performance culture focused on accountability, speed, innovation, and continuous improvementLead executive communications by developing and delivering clear, data-driven presentations and business updates for senior leadership, including the CEOBuild and lead a high-performing team while fostering a culture of ownership, collaboration, and execution excellenceChampion change management initiatives that enable rapid adoption of new technologies, AI capabilities, automation solutions, and improved operating processesOrder-to-Install PerformanceOwn end-to-end performance of the sales-to-install processLead the end-to-end transformation of the Order-to-Install organization, driving operational excellence with urgency, agility, and a startup mindset to accelerate business resultsMaximize the percentage of customer orders that result in completed installationsDevelop and execute strategies to improve install conversion rates while reducing customer fallout and cancellationsMonitor performance across every stage of the fulfillment lifecycle and proactively resolve bottlenecksOrder Management & Fallout ReductionOversee operational health of order management processesIdentify, prioritize, and eliminate causes of order falloutPartner with IT and Operations to improve automation, workflow efficiency, and order accuracyDrive root cause analysis and corrective actions for recurring fulfillment issuesInterval & Capacity ManagementOwn operational interval performance from order submission through installationPartner with Field Operations to optimize technician capacity and installation schedulingEnsure installation demand and operational capacity remain alignedIdentify forecast gaps and proactively recommend capacity adjustmentsAppointment Optimization & Install ReadinessImprove appointment utilization, first-time install success, and customer readinessPartner with Customer Experience teams to ensure customers are prepared for scheduled installationsReduce missed appointments and prevent avoidable installation failuresCross-Functional Performance LeadershipPartner cross-functionally with Technology, Customer Operations, Sales, Network, and Product teams to remove barriers, accelerate delivery, and improve the customer journeyLead cross-functional operational governance through recurring performance reviews and War Room sessionsCoordinate rapid resolution of systemic issues impacting installation performanceDrive accountability across Sales, Operations, Network Engineering, Field Services, Customer Care, Marketing, Finance, and TechnologyOperational Analytics & Continuous ImprovementDevelop executive-level performance dashboards and operational scorecardsAnalyze trends, identify performance drivers, and recommend strategic improvementsChampion Lean, continuous improvement, and operational excellence initiativesDevelop and execute the vision and roadmap for AI, automation, and digital capabilities to improve customer experience, reduce cycle times, and increase operational efficiencyDrive innovation by identifying, implementing, and scaling technology-enabled process improvements that simplify operations and enhance performanceOwn the execution of continuous improvement initiatives, translating process insights into measurable operational and financial outcomesLeverage data and analytics to identify opportunities, monitor performance, and make informed decisions that improve Order-to-Install KPIs
