Senior Manager, Customer Operations

As a Sr. Manager, Strategic Customer Operations, your duties and responsibilities will include:

Customer Onboarding, Order Delivery & Operational Excellence

• 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

Escalation & Issue Management

• 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

Cross-Functional Collaboration

• 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

Professional Success Competencies

• Operational Leadership: Drives execution, accountability, and consistency across teams

• People Leadership: Builds strong, empowered managers and teams

• Attention to Detail: High precision in workflows, metrics, and follow-through

• Communication: Clear, direct, and effective with customers and internal stakeholders

• Problem Solving: Calm, structured, and decisive in high-friction environments

• Results Orientation: Relentlessly focused on completed installs and successful onboarding