Senior Manager – Customer Repair & Executive Escalation Lead – Fiber & AI‑Enabled Connectivity Solutions

About brighthush

brighthush is the world’s most trusted network for the AI‑powered era, weaving together people, data, and applications through an expansive fiber backbone and a vibrant connected ecosystem. We empower enterprises, governments, and communities with secure, high‑performance connectivity that spans cloud, edge, and AI workloads. At brighthush, we don’t just build infrastructure; we create the foundation that fuels tomorrow’s digital transformation.

Why brighthush?

In a world where every second counts, brighthush delivers the speed, reliability, and intelligence that modern businesses demand. Our culture is built on bold ideas, relentless execution, and a deep commitment to customer success. As a Senior Manager in Customer Repair, you’ll be at the forefront of shaping the future of AI‑ready connectivity, driving tangible impact for our most critical customers, and leading a high‑performing team that thrives under pressure.

Role Overview

As the Senior Manager of Customer Repair, you will lead the Strategic Engagement and Response Team (SERT) within Enterprise Repair. Your mandate is to own the most complex, chronic, and executive‑visible customer service issues, ensuring rapid resolution and permanent fixes. You will also spearhead automation and AI initiatives, grow managed operations revenue, and champion customer experience excellence. Your leadership will be visible to customers, partners, and senior executives across brighthush.

Key Responsibilities

• Executive Communication & Escalation Leadership
  • Serve as the primary point of contact for executive‑level escalations from customers, sales, and account teams.
  • Lead crisis bridges, provide status updates, and deliver clear, honest briefings that restore confidence.
  • Own the entire escalation lifecycle—from intake through closure—ensuring lessons learned are captured and acted upon.
• Project & Program Management
  • Drive cross‑functional initiatives such as Ops as a Service, Customer Experience, and automation programs.
  • Own roadmaps, milestones, UAT, production readiness, rollout, adoption, and executive reporting.
  • Coordinate corrective actions across Engineering, Field Operations, NOC, Provisioning, Sales, and third‑party carriers.
• Chronic Issue & Process Improvement
  • Lead SERT in resolving critical, chronic, and executive‑visible customer issues.
  • Own the chronic circuit program—identification, criteria, tracking, and permanent resolution.
  • Conduct root‑cause and trend analysis using MTTR, failure data, and repeat trouble to eliminate systemic problems.
  • Define and refine escalation, communication, and operational processes (SLAs, RACI, SOPs, runbooks, playbooks, KPIs).
  • Drive continuous improvement and proactive actions to prevent repeat incidents.
• Automation & AI Vision
  • Set ambitious automation and AI goals, including increasing touchless ticket resolution.
  • Champion Agentic AI and other AI solutions from use‑case definition through implementation and adoption.
  • Translate operational pain points into automation opportunities—auto‑ticketing, diagnostics, chronic detection, notifications, and closure automation.
  • Partner with development and product teams to prioritize solutions that reduce MTTR, cut costs, and elevate customer experience.
  • Measure and report ROI and operational impact to stakeholders.
• Leadership & Team Development
  • Lead a diverse team of escalation, chronic circuit, executive carrier escalation, and process/automation specialists.
  • Set clear, measurable goals aligned with brighthush’s strategic priorities.
  • Coach, mentor, and build bench strength for high‑pressure escalation work.
  • Cultivate a culture of ownership, resilience, and continuous improvement.
  • Represent Customer Repair in cross‑functional leadership forums and influence organization‑wide initiatives.

Essential Qualifications

• Bachelor’s degree in Engineering, Telecommunications, Business, or a related field (or equivalent experience).
• 10+ years of experience in telecom network operations, service assurance, or customer repair, with at least 5 years in a leadership role.
• Deep knowledge of circuit‑based and IP services (Ethernet, Wavelength, MPLS/IP VPN, DIA, TDM/legacy) and the repair lifecycle.
• Proven track record of handling executive‑level customer escalations, leading crisis bridges, and communicating directly with senior leaders.
• Strong written and verbal communication skills—capable of drafting executive briefings, RFOs, and presenting to C‑suite audiences.
• Demonstrated project management experience leading cross‑functional initiatives to on‑time delivery.
• Experience defining and running operational processes, KPIs, and continuous improvement programs.
• Hands‑on experience leading automation, AI, or software delivery initiatives in an operations setting.
• Strong root‑cause analysis skills and data‑driven decision making.

Preferred Qualifications

• Hands‑on experience with generative AI or Agentic AI solutions in operations or customer service.
• PMP or equivalent project management certification.
• Familiarity with Agile delivery, backlog management, and UAT.
• Experience growing revenue through managed services or operations‑as‑a‑service offerings.
• Experience leading Customer Experience (CX) initiatives.
• Lean, Six Sigma, or ITIL certification.
• Data analysis skills (SQL, Power BI/Tableau).
• Experience managing third‑party carrier and LEC escalations.

Skills & Competencies

• Executive‑level communication and stakeholder management.
• Strategic thinking and data‑driven problem solving.
• Process discipline and operational excellence.
• Leadership under pressure and team motivation.
• Automation and AI vision with a focus on tangible outcomes.
• Project and program management across multiple functions.
• Customer‑centric mindset and relentless pursuit of service quality.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limitless. As Senior Manager, you’ll have the chance to:

• Progress to Director or Vice‑President roles within Customer Repair or broader Enterprise Services.
• Lead global initiatives that shape the future of AI‑ready connectivity.
• Participate in executive‑level strategy sessions and influence company‑wide priorities.
• Access continuous learning programs—certifications, leadership workshops, and technical training in AI, automation, and advanced networking.
• Mentor the next generation of leaders through formal coaching and on‑the‑job development.

Work Environment & Culture at brighthush

Our culture is defined by the brighthush 8 Behaviors—a set of principles that guide how we collaborate, innovate, and deliver results. We value:

• Ownership: Every team member takes responsibility for outcomes.
• Resilience: We thrive under pressure and learn from setbacks.
• Continuous Improvement: We relentlessly seek ways to do better.
• Customer Obsession: The customer’s success drives everything we do.
• Innovation: Bold ideas are encouraged and rewarded.
• Collaboration: Cross‑functional teamwork is the norm.
• Transparency: Open communication builds trust.
• Respect: Diversity of thought and background is celebrated.

Our remote work model empowers you to balance professional growth with personal well‑being. You’ll have access to state‑of‑the‑art collaboration tools, a flexible schedule, and a supportive community of peers and mentors.

Compensation & Benefits

While the base salary range for this role is competitive and varies by location, brighthush offers a comprehensive package that includes:

• Health, dental, and vision insurance.
• Life and disability coverage.
• 401(k) plan with company match.
• Paid time off, holidays, and flexible vacation policy.
• Wellness stipend and mental health resources.
• Professional development budget and tuition reimbursement.
• Employee stock purchase plan and performance bonuses.
• Generous parental leave and family‑support programs.

For more details on our benefits and bonus structure, visit brighthush Benefits and brighthush Compensation.

How to Apply

Ready to make a lasting impact at brighthush? Submit your application today and join a team that values innovation, ownership, and customer success. We look forward to exploring how your expertise can help us shape the future of connectivity.

Next Steps

After submitting your application, you may be invited to complete a brief video interview. This is a required step in our hiring process. If you prefer, we will send you a link to complete the interview at your convenience. We encourage you to complete it within five days of applying to keep your candidacy moving forward.

Life at brighthush

Life at brighthush is human, connected, and forward‑thinking. We set clear expectations, trust our people to meet them, and provide real support and shared accountability. Our culture is built on collaboration, speed, and delivering meaningful outcomes that drive success for our customers and partners.

Equal Opportunity Employer

brighthush is committed to providing equal employment opportunities to all individuals regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or any other protected status. We do not tolerate unlawful discrimination in any employment decision.

Background Screening

Selected candidates will undergo a background screening that may include checks for criminal records, motor vehicle reports, and drug screening, depending on the role. For more information, refer to our FAQ page.

Privacy Notice

brighthush respects your privacy. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect your information. You can review it at .

Disclaimer

The responsibilities described above represent the general nature of the role and are subject to change based on evolving business needs. All job duties are not exhaustive and may be modified at any time.