Senior Manager, Channel Readiness - Brightspeed

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!  

We are looking for a Senior Manager, Channel Readiness to join our growing team! In this role, you will be responsible for the execution of all elements of channel readiness. This includes channel marketing, communication, employee engagement, sales scripting, and training. You will be instrumental in making sure all projects have transparency, visibility and communications for every level of the organization, structure and prioritization so that frontline teams are ready for implementation and drive flawless execution. This role has considerable interaction with senior leaders, requires strategic thinking, excellent communication skills, both written and verbal, and will need to be a leader that motivates and develops their staff which all have unique functions.

This is a Leadership role directing, motivating, and developing a team of five, including a team leader that has their own direct report, to ensure end to end readiness for launches. This position will report directly to the Vice President, Marketing Operations.

As a Senior Manager, Channel Readiness, your duties and responsibilities will include:

• Develop framework and working model for effective management for all channel projects
• Manage end-to-end process of the channel readiness funnel including project intake, driving alignment, prioritization, assignment, ongoing communications, and standardization of project management information, milestones, and communications
• Create strategy for the execution of all elements of Channel Readiness. This includes channel marketing, communication, employee engagement, sales scripting, and training.
• Develop readiness strategy for all channels and the training content for sales/care call centers, digital partners, door-to-door, outbound telemarketing & back-office channels for marketing product, offer, pricing, program and change management
• Partner & coordinate with impacted cross functional teams: Product Development, Quality Assurance, HR Training, Legal, Workforce management and both internal/external channel teams to drive decision making
• Build and establish an agile channel readiness framework including roles, processes, and tools from the ground up; ability to work in fast paced environment with minimal direction
• Requires managing and prioritization to manage multiple complex projects simultaneously
• Drive solutions using outside benchmarking, tools, data and technology
• Decision-maker for training tools and develops business cases to support purchases and return on investment
• Provide regular project updates to senior leadership and cross functional teams management
• Provide GO decision for critical launches based on overall channel readiness

WHAT IT TAKES TO CATCH OUR EYE:

• Strong business acumen and leadership skills; assertive and diplomatic; self-directing; able to manage up and down the organization with influence; willing to hold others accountable
• 10+ years of experience with call center management and sales channels: Door to Door, Outbound telemarketing, Partner channels is required
• Demonstrated delivery experience in project and program management
• Must be able to communicate effectively and professionally, verbally and in writing
• Experience in managing deadline-oriented work and budgets. Experience managing simultaneous and complex projects
• Deep understanding of ordering, billing, collections, and error correction in the telecommunications environment
• Knowledge of end-to-end agent experience for billings, sales and repair functions

BONUS POINTS FOR:

• Bachelor’s degree in business or related field. Master's degree preferred.
• Project management certifications

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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