Senior Manager, Customer Operations

Role Overview

• Own and optimize the customer onboarding and order delivery experience from order handoff through successful installation and service activation
• Lead and manage a team of Customer Care Managers supporting Broadband Fiber and VoIP customers, setting clear priorities and performance expectations
• Establish and enforce standards, workflows, and best practices for customer interactions during onboarding and delivery
• Drive accountability for install completion, customer readiness, cycle time, and cancel avoidance
• Develop, monitor, and act on KPIs related to onboarding effectiveness, order delivery, escalations, and cancellations
• Identify systemic breakdowns in processes or handoffs and lead continuous improvement efforts to reduce friction and manual effort
• Partner cross-functionally with Sales, Field Operations, Provisioning, IT, and Product to ensure alignment on customer commitments and delivery execution
• Serve as the escalation point for complex onboarding and order delivery issues
• Ensure timely resolution of service-impacting challenges through structured escalation paths
• Identify recurring issues and drive preventative solutions to reduce future escalations
• Maintain clear communication with internal stakeholders during high-impact delivery issues
• Work closely with Sales, Marketing, Field Operations, Provisioning, and Product teams to ensure alignment on customer commitments and delivery expectations
• Represent Customer Care perspectives in cross-functional working sessions related to onboarding, installs, and service readiness
• Ensure operational feedback loops are established and used to improve upstream and downstream processes

Requirements

• Bachelor’s degree or equivalent experience
• 8–10+ years of experience in telecommunications or customer operations
• Prior experience leading customer-facing operational teams
• Proven ability to manage complex workflows in fast-paced, high-volume environments
• Strong executive communication skills and comfort operating cross-functionally
• Solid understanding of Fiber, VoIP, and order delivery processes

Tech Stack

• VoIP

Benefits

• Health insurance
• 401K plan with company match
• Employee assistance program
• Competitive medical, dental, vision, and life insurance
• Paid time off
• Wellness programs