Brightspeed · 1 day ago
Technical Program Manager, Contact Center Enablement
United States
Full-time
Remote
Senior Level
5+ years expBrightspeed is reimagining connectivity by providing fast, reliable internet across twenty states. They are seeking a Technical Program Manager to enhance contact center operations through process improvements and technology enablement, focusing on managing complex projects and collaborating across teams.
InternetTelecommunicationsWireless
Responsibilities
Research and analyze emerging contact center technologies, particularly in A.I., to implement innovative solutions that streamline processes and enhance operational performance
Lead complex technical initiatives that align with industry best practices. Ensure that all innovations support the strategic goals of improving agent performance and customer satisfaction
Foster a culture of continuous improvement by identifying opportunities for innovation and process enhancements. Utilize data analytics to assess the effectiveness of implemented changes and drive further improvements
Develop integrated project plans, scope, and timelines for multiple initiatives, ensuring timely delivery of objectives
Conduct regular project team meetings, enhancing communication and collaboration across business units
Act as the primary liaison between stakeholders and technical teams to address challenges and implement solutions effectively
Foster strong relationships with IT, product, and operations teams to align initiatives and gather insights for continuous improvement
Facilitate training and development sessions to address process improvement needs within the contact center
Establish feedback mechanisms to gather insights from agents and customers. Use this feedback to inform ongoing improvements and innovations in processes and technologies
Establish key performance indicators (KPIs) and metrics to evaluate the success of contact center initiatives
Analyze performance data to identify areas for improvement and inform decision-making processes
Prepare and present detailed reports on project progress and outcomes to senior management
Qualification
Required
Bachelor's degree in Business Administration, Information Technology, or a related field
5+ years of experience in a contact center, telecom, or process improvement role
Proven project management skills, with experience leading complex projects from inception to completion
Strong analytical skills, with the ability to leverage data to drive strategic decisions and improvements
Excellent communication and presentation skills, capable of engaging with stakeholders at all levels
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
Proficient in MS Office Suite, particularly Excel and PowerPoint
Preferred
Background in customer service and technical support
Benefits
Competitive medical, dental, vision, and life insurance
Employee assistance program
401K plan with company match
A host of voluntary benefits
Company
Brightspeed
Brightspeed provides fiber and broadband services, enhancing connectivity for homes and businesses with reliable telecom solutions.
1001-5000 employees
H1B Sponsorship
Brightspeed has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2023 (15)
2022 (13)
Funding
Current Stage
Late StageTotal Funding
$6.51BKey Investors
Ohio Residential Broadband Expansion GrantN.C. Division of Broadband & Digital EquityOhio Department of Development
2025-09-15Grant· $13.8M
2025-08-15Debt Financing· $1.65B
2025-06-19Undisclosed· $575M
Leadership Team
Michel Combes
Executive Chairman of the Board and acting CEO
Amy Wulfestieg
Chief Communications Officer
Recent News
2026-01-07
Government Technology US
2025-11-14
Company data provided by crunchbase