Job Description

Brightspeed is looking for a Manager, Customer Advocacy to join our team! We are looking for a driven, creative, experienced, and energetic leader. This role has the ability to make a significant impact on our business and brand by managing the customer care teams providing support for escalations and issues received by our executive, public policy, regulatory, and legal teams We are looking for someone who has experience in managing Care teams, has experience in customer advocacy and root cause resolution, is a self-starter, who can analyze and adapt based on current trends, and identify and execute on opportunities to improve the business. The Manager Customer Advocacy will lead and motivate the customer service team while working cross-functionally with other groups to deliver excellence, innovation, and efficiency.

As a Manager, Customer Advocacy Your Responsibilities Will Include:

• Oversee management of our customer care teams and their responses to escalated customer contacts from executives, public policy, the media, and agencies such as the FCC, PUC, AG, and BBB
• Lead cross-functional engagements with Operations, other Mass Markets groups, Marketing, Public Policy, Legal and others. Work cross-functionally to resolve trending customer issues and implement the improvements in an effective, productive, and collaborative way
• Manage trendlines occurring with customer feedback, complaints, product and to develop strategies to work through options to implement actions to improve the business
• Function as the company point of contact for agencies with unresolved issues and processes to work between Brightspeed and the agency. Be responsive to internal and external needs related to regulatory, legal, and other requests
• Keep up to date on regulations, rules, policies, and processes required by the FCC and state PUC/AG agencies
• Analyze customer and process trends to identify actionable steps to improve Brightspeed service and initiate mitigation steps to improve service performance
• Execute on business goals to drive excellence in customer service and product adoption
• Develop strategies for improved business performance and lead efforts to implement them
• Aggregate and provide data to highlight trends and produce actionable next steps
• Adapt to changing business strategies and ensure teams are continuing to evolve
• Lead Root Cause Analyses deep dive sessions, produce actions, and work with stakeholders throughout the company to own and work resolutions
• Work with extended departments to enable key change agents from RCA deep dives and data analysis to drive improvements to reduce complaints coming into the business
• Function as escalation point, sometimes after hours, when standard processes are not meeting customer expectations
• Manage the adoption of new technologies and customer contact tools. Guide platform changes and improvements in partnership with cross functional teams
• Case and task management, ticketing and work management systems optimization and experience

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• BA/BS degree and/or 5+ years of equivalent Management experience
• An initiative-taking self-starter with a desire to work in a rapidly evolving environment
• Experience in leading and managing customer service teams, with a history of delivery excellence in results.
• A strong focus on the Customer Experience, Employee Experience, Customer Advocacy, Complaint Resolution Management, and Contact Center Operations
• Lean management and value stream mapping experience
• A passion for helping people and organizations solve their problems, with an ability to think strategically while staying calm under pressure
• Well-developed problem-solving and negotiation skills
• Strong interpersonal, teamwork, and conflict resolution skills
• Excellent oral and written communications skills in both internal and customer-facing environments
• Prior experience in communicating and presenting at peer, management, and executive levels
• Excellent presentation skills, and ability to use office, project management, and creative tools
• Strong analytical skills and ability to convey that information succinctly and clearly
• A high level of attention to detail, initiative-taker, and great teammate
• Project management, process-orientation, and resourcefulness
• Strong time management, organizational, and prioritization capabilities with the ability to multi-task
• Networking, relationship-building, and critical thinking skills
• Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives
• Implementation of platforms, technical tools and working with IT teams

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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.

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/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice