Full-Time Senior Director Contact Centers

We are seeking a Senior Director, Contact Centers to lead Brightspeed's Mass Markets Contact Centers.

Responsibilities:

• Lead execution of customer service delivery across all channels (Technical Support, Billing, Social Media, Chat).
• Manage daily operations and ensure long-term strategic success.
• Drive service excellence, meet sales targets, and deliver best-in-class customer experiences.
• Define and execute scalable, data-driven contact center practices.
• Develop proactive inbound/outbound strategies across various platforms.
• Own customer service KPIs (NPS, sales conversion, resolution time, etc.).
• Ensure outstanding service delivery across all channels (voice, chat, digital).
• Drive operational consistency and high-quality support.
• Partner cross-functionally to develop service transformation strategies.
• Champion the Voice of the Customer and resolve systemic issues.
• Leverage insights and analytics to identify improvement opportunities.
• Build and lead a high-performing team.
• Maintain strategic partnerships across the organization.
• Support digital deflection and self-service strategies.
• Ensure all experiences reflect Brightspeed's brand values.
• Act as a strategic advisor to senior leadership.

Qualifications:

• Bachelor's Degree required, Master's preferred
• 10+ years leadership experience in customer care
• 7+ years experience in contact centers or BPO operations
• Proven ability to lead cross-channel customer service
• Demonstrated success driving NPS and sales performance
• Strong strategic thinking, execution discipline, and data-driven decision-making skills
• Experience 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
• Telecom, ISP, or cable industry experience preferred

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