Brightspeed

Lead end-to-end order-to-install process and coordinate cross-functional teams to optimize fulfillment efficiency. | Bachelor's degree with 8+ years progressive leadership in operations or related fields, strong analytical and data visualization skills. | 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! Job Description 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 Responsibilities Establish a high-performance culture focused on accountability, speed, innovation, and continuous improvement Lead executive communications by developing and delivering clear, data-driven presentations and business updates for senior leadership, including the CEO Build and lead a high-performing team while fostering a culture of ownership, collaboration, and execution excellence Champion change management initiatives that enable rapid adoption of new technologies, AI capabilities, automation solutions, and improved operating processes Order-to-Install Performance Own end-to-end performance of the sales-to-install process Lead the end-to-end transformation of the Order-to-Install organization, driving operational excellence with urgency, agility, and a startup mindset to accelerate business results Maximize the percentage of customer orders that result in completed installations Develop and execute strategies to improve install conversion rates while reducing customer fallout and cancellations Monitor performance across every stage of the fulfillment lifecycle and proactively resolve bottlenecks Order Management & Fallout Reduction Oversee operational health of order management processes Identify, prioritize, and eliminate causes of order fallout Partner with IT and Operations to improve automation, workflow efficiency, and order accuracy Drive root cause analysis and corrective actions for recurring fulfillment issues Interval & Capacity Management Own operational interval performance from order submission through installation Partner with Field Operations to optimize technician capacity and installation scheduling Ensure installation demand and operational capacity remain aligned Identify forecast gaps and proactively recommend capacity adjustments Appointment Optimization & Install Readiness Improve appointment utilization, first-time install success, and customer readiness Partner with Customer Experience teams to ensure customers are prepared for scheduled installations Reduce missed appointments and prevent avoidable installation failures Cross-Functional Performance Leadership Partner cross-functionally with Technology, Customer Operations, Sales, Network, and Product teams to remove barriers, accelerate delivery, and improve the customer journey Lead cross-functional operational governance through recurring performance reviews and War Room sessions Coordinate rapid resolution of systemic issues impacting installation performance Drive accountability across Sales, Operations, Network Engineering, Field Services, Customer Care, Marketing, Finance, and Technology Operational Analytics & Continuous Improvement Develop executive-level performance dashboards and operational scorecards Analyze trends, identify performance drivers, and recommend strategic improvements Champion Lean, continuous improvement, and operational excellence initiatives Develop and execute the vision and roadmap for AI, automation, and digital capabilities to improve customer experience, reduce cycle times, and increase operational efficiency Drive innovation by identifying, implementing, and scaling technology-enabled process improvements that simplify operations and enhance performance Own the execution of continuous improvement initiatives, translating process insights into measurable operational and financial outcomes Leverage data and analytics to identify opportunities, monitor performance, and make informed decisions that improve Order-to-Install KPIs Qualifications WHAT IT TAKES TO CATCH OUR EYE: Bachelor's degree in Business, Operations, Engineering, Supply Chain, or related field 8+ years of progressive leadership experience in operations, sales operations, service delivery, or telecommunications Demonstrated experience leading complex cross-functional operational initiatives Strong analytical and operational problem-solving skills Experience managing performance through KPIs, dashboards, and operational governance Proven ability to influence senior leaders across multiple business functions without direct authority Experience leading process improvement initiatives using Lean, Six Sigma, or similar methodologies preferred Advanced proficiency with data visualization and reporting tools (Power BI, Tableau, SQL, Excel) LEADERSHIP COMPETENCIES: Enterprise thinking Cross-functional influence Operational excellence Customer obsession Data-driven decision making Accountability and ownership Change leadership Executive communication Continuous improvement mindset KEY PERFORMANCE INDICATORS: Percentage of customer sales converted into completed installations Install conversion rate Order fallout rate Customer cancellation rate Days from order to install Installation interval performance Capacity utilization Appointment success rate Install readiness rate First-time installation completion Sales-to-install cycle time Revenue realization from booked sales #LI-SS1 Additional Information WHY JOIN US? We aspire to contemporary ways of working. 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. We offer competitive compensation and comprehensive benefits. Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. Inclusion and belonging are at the center of our grounding belief in Being Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve. Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. For all applicants, please take a moment to review our Privacy Notices: Brightspeed’s Privacy Notice for California Residents Brightspeed’s Privacy Notice Department: Consumer Group

Lead and execute marketing campaigns for customer acquisition, engagement, upsell, and retention while managing teams, vendors, and budgets. | 10+ years marketing experience, bachelor’s degree, CRM expertise, strong communication, project management skills, and team leadership. | 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! Job Description Brightspeed has an exciting opportunity for a Director, Demand Generation & Customer Lifecycle to join our growing team. In this role, you will be responsible for developing and executing marketing campaigns that drive acquisition, engagement, upsell and retention throughout the customer’s journey. Your team will manage building out the marketing campaigns, develop the learning agenda, and analyze and optimize campaigns to achieve desired business results. As the Director, Demand Generation & Customer Lifecycle, you will have the following duties and responsibilities: • Oversee the production, execution and reporting of communication tactics • Work with a creative agency to develop the content needed to execute marketing campaigns • Development of testing strategies to guarantee the most efficient and effective communication approach • Suggest new methods to address customers’ needs • Work with technology partners on new data or technology requirements • Manage vendor relationships and budgets Qualifications WHAT IT TAKES TO CATCH OUR EYE: • Bachelor’s degree in marketing or equivalent relevant experience • 10+ years in marketing • Proven work experience in customer acquisition, lifecycle and retention management • Technical expertise with CRM and analytical systems • Knowledge of online marketing methods and best practices • Strong communication skills along with a customer-oriented attitude • Ability to take complex information and communicate it clearly in simple and understandable language for our target audiences • Excellent project management skills with the ability to manage multiple projects and re-prioritize quickly • Entrepreneurial with an ability to create and follow plans yet flexible enough to respond to change while balancing multiple projects and priorities • Experience leading teams, including remote and virtual employees • Comfortable with both big-picture strategy and in-the-weeds execution BONUS POINTS FOR: • Master’s degree in marketing or relevant field • Telecom/Cable/Internet Service Provider industry experience Additional Information WHY JOIN US? We aspire to contemporary ways of working. 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. We offer competitive compensation and comprehensive benefits. Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. Inclusion and belonging are at the center of our grounding belief in Being Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve. Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process. For all applicants, please take a moment to review our Privacy Notices: • Brightspeed’s Privacy Notice for California Residents • Brightspeed’s Privacy Notice

Manage and coach a team of 15-20 call center employees supporting field technicians, handle escalations, and improve team performance and customer experience. | 2-5 years supervisory experience, strong leadership and communication skills, proficiency with MS Excel, PowerPoint, Power BI, and ability to quickly learn new technologies. | 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! Job Description Brightspeed is looking for a Supervisor, Field Operations Support to join our team! This is a mid-level Supervisor position responsible for managing a team of technical call center employees responsible for field technician programming, facility assignment, and service order support. The Supervisor coaches/manages the specific work functions/processes performed by the employees. As a Supervisor, Field Operations Support Your Responsibilities Will Include: • Handle the daily management and supervision of 15-20 call center employees • Handle escalations from internal departments • Build partner relationship with field support to promote a positive experience for our customers • Maintain production levels by setting goals for team members and actively coaching towards those goals • Provide coaching and counseling via group meetings and individual employee counseling • Seek to continually improve work methods and results individually and for the team • Create a positive work environment Qualifications What It Takes To Catch Our Eye: • Mid-level supervisor typically with 2-5 years of experience • Strong leadership, team building, customer service, analytical, problem solving, conflict resolution and interpersonal skills • Strong Communication Skills (Oral and Written) • Self-empowered and able to act quickly to make critical business decisions • Proficiency with MS Excel, PowerPoint, PowerBi • The ability and desire to quickly understand new technologies/systems and how to best use them for technician support Bonus Points For: • Previous Martens and/or Ensemble/eShop experience • Previous programming and/or facility assignment experience • Knowledge of outside plant and/or field technician processes • Team building experience • Self-starter that acts beyond specific, explicit job responsibilities and assignments • Able to work under pressure to meet goals and deadlines Additional Information WHY JOIN US? We aspire to contemporary ways of working. We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We are opening a new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area who are interested in a hybrid remote/office work arrangement. As always, however, we are also open to providing sensible remote options to talent outside of the Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect! We Offer Competitive Compensation And Comprehensive Benefits. Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve. Diversity, equity and inclusion are at the center of our grounding belief in Being Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve. Brightspeed is an Equal Opportunity Employer WHY JOIN US? We aspire to contemporary ways of working. 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. We Offer Competitive Compensation And Comprehensive Benefits. Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. Inclusion and belonging are at the center of our grounding belief in Being Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve. Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process. For all applicants, please take a moment to review our Privacy Notices: • Brightspeed’s Privacy Notice for California Residents • Brightspeed’s Privacy Notice

Lead and oversee multi-state field operations including installation, repair, union negotiations, budgeting, and cross-departmental collaboration. | Bachelor’s degree, 10+ years related experience with 4+ years in leadership, strong communication, financial acumen, conflict resolution, and ability to manage multiple projects. | Description: • Lead all installation and repair efforts to residential customers, enterprise business products and services, network maintenance and repair to the core and local network • Serve as Senior Leadership Team point of contact for outages, marketing, and engineering project local knowledge • Oversee regional, multi-state field force of ~600 technicians, ~30 supervisors, ~6 managers • Report to VP Field Operations and work independently on day-to-day operations • Primary POC in all union negotiations partnering with corporate labor teams • Motivate employees to deliver service efficiently and within budget • Arrange personnel training and maintain effective installation and maintenance schedules • Manage multiple activities in rapidly changing technical environment and maintain external relationships • Select and develop leaders, hiring per guidelines, and performance manage employees • Contribute to financial objectives via sales marketing programs and provide input to sales • Ensure customer service and installation/maintenance meet Company standards • Direct implementation of new procedures and notify affected groups/customers • Contribute to development of annual capital plan with engineering • Partner internally with network build, NOC, and other departments for alignment • Implement and monitor Corporate Safety Program within the region • Lead special projects across company and oversee outage management • Conduct recurring results analysis, develop action plans, and drive initiatives • Frequent travel within region and beyond • Active Member of company Senior Leadership Team (SLT) Requirements: • Bachelor’s degree or equivalent education and experience • Typically, 10+ years related experience and 4+ years previous manager level leadership experience preferred • Ability to pro-actively seek new opportunities to increase operational efficiency • Ability to live with the Region they will oversee • Proven strong oral and written communication skills and ability to successfully deliver presentations to executive level • Demonstrated ability to self-manage and self-motivate without oversight to achieve results • Deadline driven with strong organizational, time management and analytical skills • Ability to analyze and manage financial data and capital and expense budgets • Ability to manage multiple projects simultaneously • Desire to work in a fast-paced, results driven organization • Ability to understand strategic and tactical priorities and explain at all levels • Ability to prepare presentations and articulate positions • Demonstrated leadership and coaching skills • Demonstrated ability to develop and execute short- and long-term objectives in a team environment • Ability to lead and operate in a represented environment and interpret contract language • Strong conflict resolution skills • Strong level of skillset with data analysis including spreadsheet management of raw data conversions, pivot tables and other analytical toolsets • Excellent interpersonal and relationship building skills Benefits: • comprehensive benefit program, including competitive medical, dental, vision, and life insurance • an employee assistance program • a 401K plan with company match • a host of voluntary benefits • competitive compensation and comprehensive benefits • paid time off programs promoting overall wellness

Lead multi-state field operations teams to ensure quality installation, repair, network maintenance, labor negotiations, and customer satisfaction while collaborating with internal and external stakeholders. | Bachelor’s degree or equivalent, 10+ years related experience with 4+ years in managerial leadership, strong communication, financial and project management skills, labor relations experience, and ability to work in a hybrid environment based in North Carolina. | 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! Job Description Brightspeed is looking for an experienced Director, Field Operations to join our growing team! In this role, you will be accountable for leading all installation and repair efforts to residential customers, enterprise business products and services, as well as network maintenance and repair to the core and local network. You will be the Senior Leadership Team's (SLT) point of contact for large events such as outages, marketing, and local knowledge for engineering project. You will have strong leadership and collaboration skills as this position is responsible for the results from multiple organizations in both direct and indirect reporting structures. You will also be actively involved as the Regional Field Ambassador for community and organizations that help strengthen communities and the Brightspeed brand.   Internally, as a Director, Field Operations, you will be in contact with all division departments to coordinate input and completion of projects. You will assist in strategic planning to deliver the company’s goals, both short term and long range. You will also need to keep an open line of communications and resolve employee relations issues; and to deal with any other matters that need attention.   Externally, you will be in contact with customers and outside contractors to answer questions and resolve problems; with community representatives to promote the Company; and with other telecommunications companies to share information.  This is a hybrid position but we're looking to fill the role with a candidate based in the state of North Carolina. As a Director,Field Operations, your duties and responsibilities will include: • Oversee a regional, multi state, field force of ~600 technicians and ~30 supervisors, ~6 Managers, responsible for internet and telephony service provisioning and network maintenance, ensuring quality, efficiency, and safety • Reporting to the VP Field Operations and working independently on day-to-day operations • Primary Regional Field Operations POC in all union negotiations, acting in partnership with corporate labor teams to negotiate new contracts, enabling the best financial and long-term interest of the company • Motivating all employees to give the absolute best service at the lowest cost while keeping up with modern technology and determining the best long-term solution for the Company while staying within the budget • Arranging for adequate personnel training while maintaining an effective installation and maintenance schedule • Managing multiple activities in a rapidly changing technological environment, at the same time, maintaining positive relationships with customers, community organizations, service groups and government entities. Must work within the framework of the overall operation by blending department responsibilities into an efficient, effective result. • Selecting competent leaders in accordance with legal, corporate and department hiring guidelines • Developing an effective staff by motivating, training, performance managing and evaluating employees • Contributing to the Company's financial objectives through efficient administration of sales marketing programs within the district and providing input to sales on new products for service area • Ensuring that customer service by all employees within the region is conducted in an exemplary manner by seeing that maintenance and installation of telecommunications equipment is in accordance with Company standards and objectives • Directing implementation of new procedures or modifications to existing procedures to reflect changes in regulation, service provision, technical standards, consolidation, etc. by ensuring that all work groups or affected customers are notified in an appropriate and timely manner • Contributing to the development of the annual capital plan by working closely with the engineering department to ensure district needs are being addressed • Partners internally with network build teams (engineering), network management (NOC), and other departments for bilateral support and alignment in delivering the best possible customer experience • Implementing and monitoring the Corporate Safety Program within the region • Serving as the leader of special projects across the company, regions, and products and service and other duties as assigned • Overseeing outage management with a sense of ownership, urgency, focus, and applying learnings to improve process/mitigate customer impacted durations • Conducting recurring results analysis, develop action plans, and drive initiatives to improve and maintain excellent performance metrics • Frequent travel within region, and beyond • Active Member of the company Senior Leadership Team (SLT) Qualifications WHAT IT TAKES TO CATCH OUR EYE: • Bachelor’s degree or equivalent education and experience.  Typically, 10+ years related experience and 4+ years previous manager level leadership experience preferred. • Ability to pro-actively seek new opportunities to increase operational efficiency • Ability to live with the Region they will oversee • Proven strong oral and written communication skills and ability to successfully deliver presentations to executive level • Demonstrated ability to self-manage and self-motivate without oversight to achieve results • Deadline driven with strong organizational, time management and analytical skills • Ability to analyze and manage financial data and capital and expense budgets • Ability to manage multiple projects simultaneously, demands with competing priorities, all while making timely decisions • Desire to work in a fast-paced, results driven organization • Ability to understand strategic and tactical priorities with capability of explaining at all levels, the vision and why decisions are being made and how we contribute to the overall success of the business • Ability to prepare presentations and clearly articulate the position being taken in the presentations • Demonstrated leadership and coaching skills acquired through previous experience in a supervisory or managerial role • Demonstrated ability to develop and execute short- and long-term objectives in a team environment • Ability to lead and operate in a represented environment, understanding, interpreting, and influencing contract language and executing on labor relation agreements • Strong conflict resolution skills • Strong level of skillset with data analysis including spreadsheet management of raw data conversions, pivot tables and other analytical toolsets • Excellent interpersonal and relationship building skills that allow you to meet results working with other departments, internal and external customers Additional Information WHY JOIN US? We aspire to contemporary ways of working. 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. We offer competitive compensation and comprehensive benefits. Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. Inclusion and belonging are at the center of our grounding belief in Being Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve. Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process. For all applicants, please take a moment to review our Privacy Notices: • Brightspeed’s Privacy Notice for California Residents • Brightspeed’s Privacy Notice

Lead the design, configuration, and implementation of Zuora billing and compensation solutions, integrating with Salesforce and other systems, while managing stakeholder communications and process improvements. | Bachelor’s degree with 4+ years IT experience including 3+ years in Zuora, strong organizational and communication skills, and ability to manage multiple projects in a fast-paced environment. | 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! Job Description We have an exciting opportunity for a Zuora Billing and Compensation Lead. In this role, you will be responsible for end-to-end system solutions for the Brightspeed telecom suite of applications. You will be responsible for system solutions in the areas of billing and compensation management domains. In this exciting role, you will be challenged with the opportunity to lead the team in every aspect of the customer billing and sales compensation. As the technical lead in Billing, you will have a deep functional and technical understanding of Zuora and in building scalable solutions to support complex business processes. As Zuora Billing and Compensation Lead, your duties and responsibilities will include: • Solution architecting, configuring the end-to-end solutions in Zuora billing, payments • Understanding of business processes and translating them into Zuora • Providing expertise in project scoping, planning, gathering business requirements, requirement analysis and mapping into Zuora • Providing experience & expertise in building product catalog in Zuora • Providing subject matter expertise, Business process consulting that includes providing inputs on best practices on Zuora • Identifying, evaluating, developing, and deploying Zuora changes to improve the billing operations process and assurance controls • Defining & implementing the various integration points across multiple cloud applications such as Sales Force, Payment gateways, SAP etc. • Providing expertise in design, development and deployment in business process automation using custom Zuora workflows related to refunds, billing, payment transfers, late fees, early termination Fees (ETF) • Configurating of Zuora application to develop POC and demonstrate to stakeholders • Integrating with Salesforce applications Marketing Cloud and Commerce cloud, CPQ • Effectively communicating to Zuora support to resolve system problems and user administration as required • Understanding the data flows between Salesforce/Zuora and Zuora/Payment gateways to optimize processes and address the issues • Developing customer email notifications out of Zuora • Providing Experience in integrating Avalara Tax with Zuora. • Providing Experience in setting up Apple Pay/ Pay Pal payment methods in Zuora • Providing Good understanding of Refund/Credit memo process in Zuora. • Managing Zuora bill templates to allow for managing complex bill template requirements • Providing Expertise in building custom reports for cross functional teams • Providing status updates to the stakeholders on SLAs, timely issue resolution • Developing documentation, research, and support the creation of training materials Qualifications WHAT IT TAKES TO CATCH OUR EYE: • Bachelor’s Degree from an accredited university • 4+ years’ IT experience with minimum 3 years Zuora experience required • Highly organized, meticulous, and superior attention to detail required • Excellent time management skills and ability to work independently • Ability to communicate effectively with multiple departments • The ability to operate in a fast-paced environment with laser focus on delivering results • Self-driven, detail-oriented, and skilled in managing multiple clients, stakeholders, and cross-functional projects • Provide industry knowledge, experience, and best practices to help the team stay ahead of the curve in keeping our technology stack cutting edge Additional Information WHY JOIN US? We aspire to contemporary ways of working. 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. We offer competitive compensation and comprehensive benefits. Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. Inclusion and belonging are at the center of our grounding belief in Being Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve. Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process. For all applicants, please take a moment to review our Privacy Notices: • Brightspeed’s Privacy Notice for California Residents • Brightspeed’s Privacy Notice