Vendor Performance Manager

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!

Brightspeed is looking for a driven, creative, experienced, and energetic leader to join our team and help support our life and safety customers. Operating in a highly cross-functional environment, this role is influential and has an ability to make an immediate and significant impact on the business. This vendor performance manager role provides review and direction for vendor activities, ensuring that the vendor's performance meets expectations. The vendor performance manager monitors the day-to-day vendor operations and performance against service-level agreements (SLAs) and key performance indicators (KPIs), examines measured results for problem determination and root-cause analysis, and works with the vendors on continuous improvement. Additionally, they take appropriate action to correct failed activities, functions, and processes. As an extension of our Order Onboarding and Service Delivery Organization, this role will have direct responsibility for driving greater efficiency and productivity in delivering an end-to-end Customer Experience. The vendor performance manager will be responsible for maintaining a robust understanding of Brightspeed s internal processes and systems acting as the Subject Matter Expert in developing evolutionary process enhancements.

As a Vendor Performance Manager within our team, you will have the following responsibilities:

• Monitoring, Analyzing and Taking Action with regards to vendor performance
• Driving and Deploying vendor scorecards and leading direction on success criteria
• Fully integrating into the Sales and Ordering Process to architect success in delivery of a quality customer experience
• Supporting the Sales Organization in Order Support, Accuracy and Realization of Sales Booking
• Working with Training and Development on content related to Sales and Ordering Processes, Improvements and Changes
• Partnering along-side of Product Management to develop ordering processes related to New Product introduction and launch
• Serving as the Subject Matter expert in Order Onboarding, Fallout Resolution and Customer Escalation
• Providing guidance and end-to-end accountability for coordination with internal stakeholders including but not limited to procurement, IT, Service Delivery and Field Services
• Knowledgeable and Proficient in telephony technologies and delivery
• Identifies trends to lead recommendation and/or performance discussions
• Monitors supplier risk, managing to key performance plans, action based improvement and execution of quality output
• Responsible for accurate and timely communication of milestones to internal and externally facing teams proactively escalating as needed
• Demonstrate ability to efficiently and accurately manage requests with competing priorities
• Maintaining supplier adherence to corporate compliance standards
• Assisting other departments or work groups, providing expert knowledge and leadership from within
• Properly prioritizing tasks, orders and assignments
• Performing Project based duties based on organizational growth demands
• Participating in User Acceptance Testing of Next Gen Platforms and Processes

Behavioral & Technical:

• Able to demonstrate teamwork, coaching and strong problem-solving and analytical skills
• Self-Motivated and works independently to achieve KPI expectations
• Able to follow established procedures to fulfill customer order requirements accurately and efficiently
• Exhibit continual learning and development by improving job skills through on the job training and all available learning pathways
• Robust understanding of voice, data, ethernet products and related equipment, as well as keeping up with new products or product changes and procedures/design consumption rules
• Expert understanding of customer order requirements and fulfilling requirements via Brightspeed Systems
• Ability to work in multiple systems both legacy and next generation
• Ability to quickly evaluate challenges and make recommendation for remediation
• Attention to detail to ensure entrance and exit criteria met in accordance with the Customer expectation

WHAT IT TAKES TO CATCH OUR EYE:

• Associate degree or 3+ years in equivalent experience in Telecommunications Support role
• Experience within Salesforce and Excel a plus
• Must have customer facing experience in a similar role at a prior telecommunications company with proven experience
• Executive level presence and able to communicate with client stakeholders
• Extensive knowledge of TDM and IP based voice and data services
• Must be able to work in a fast-paced environment, and work collaboratively with sales, customer experience, and network operations colleagues to support service delivery
• Must have strong personal leadership skills and is a professional, responsive, and a good team player
• Ability to work under pressure to tight deadlines
• Strong customer focus and excellent attention to detail

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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