Senior Manager – Customer Repair & Strategic Escalation Leadership – Telecom Operations

About brighthush and the Future of Connectivity

brighthush is a global leader in high‑performance, AI‑powered connectivity, delivering secure, resilient fiber and edge solutions to enterprises, governments, and communities worldwide. Our mission is to empower the next wave of digital transformation by connecting people, data, and applications through a world‑class network that is both scalable and intelligent. At brighthush, we believe that the future of business depends on reliable, high‑throughput connectivity that can adapt to the demands of cloud, edge, and AI workloads. If you want to be part of a company that is redefining the way the world communicates, we invite you to join our team.

The Role

As Senior Manager – Customer Repair & Strategic Escalation Leadership, you will lead the Strategic Engagement and Response Team (SERT) within Enterprise Repair. You will own the most critical, chronic, and executive‑visible customer service issues, driving resolution from the highest tier of escalation to permanent cure. Your influence will shape the way brighthush delivers service excellence, drives automation, and grows revenue through managed operations. You will report directly to the Vice President of Repair and collaborate with cross‑functional leaders in Engineering, Field Operations, NOC, Provisioning, Sales, and third‑party carriers.

Key Responsibilities

• Executive Communication & Escalation Management – Represent brighthush to customer and internal executives during critical escalations, setting expectations, delivering status updates, and ensuring confidence in the resolution path.
• Project & Program Leadership – Own cross‑functional initiatives such as Ops as a Service, Customer Experience (CX) programs, and automation/AI projects. Define roadmaps, milestones, UAT, production readiness, rollout, adoption, and executive reporting.
• Highest‑Tier Escalation Ownership – Serve as the final operational tier for 4th and 5th level escalations, balancing customer impact, cost, and risk. Own escalations from intake through closure, including lessons learned and follow‑up actions.
• Chronic Issue & Process Improvement – Lead SERT in resolving critical, chronic, and executive‑visible customer issues. Own the chronic circuit program, conduct root‑cause and trend analysis, and drive continuous improvement to prevent repeat incidents.
• Automation & AI Vision – Set automation and AI goals, champion Agentic AI solutions, translate operational pain points into automation opportunities, and partner with product teams to prioritize high‑impact initiatives.
• Leadership & Team Development – Build and coach a high‑performing team, set goals aligned with organizational priorities, foster a culture of ownership and resilience, and represent Customer Repair in cross‑functional leadership forums.

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 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 success handling executive‑level customer escalations, leading crisis bridges, and communicating directly with senior leaders.
• Strong written and verbal communication skills, including drafting executive briefings, RFOs, and presenting to senior stakeholders.
• Demonstrated project management experience leading cross‑functional initiatives to on‑time delivery.
• Experience defining and running operational processes, SOPs, and KPIs.
• Hands‑on experience leading or sponsoring automation, AI, or software delivery in an operations setting.
• Strong root‑cause analysis skills and comfort using data to drive decisions.

Preferred Qualifications

• Hands‑on experience with AI, 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.
• Command of crisis escalation and rapid decision‑making.
• Project and program delivery across multiple functions.
• Data‑driven problem solving and trend analysis.
• Process discipline and KPI ownership.
• Automation and AI vision with a focus on tangible business outcomes.
• Leadership under pressure and team development.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional growth of our people. As Senior Manager, you will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Leadership development tracks that cover strategic thinking, change management, and advanced project delivery.
• Hands‑on experience with cutting‑edge AI and automation platforms, including Agentic AI, that will position you as a thought leader in the industry.
• Opportunities to lead cross‑functional initiatives that drive revenue, improve customer experience, and shape the future of connectivity.
• Access to industry conferences, certifications, and continuous learning resources.

Work Environment & Culture

brighthush fosters a culture built on trust, accountability, and continuous improvement. Our core values—customer obsession, ownership, collaboration, and innovation—guide every decision we make. You will work in a high‑energy, fast‑moving environment that rewards bold ideas and celebrates measurable impact. Our remote‑first model gives you the flexibility to work from anywhere in the United States while staying connected to a global team of experts.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and long‑term incentive plans.
• Comprehensive health, dental, vision, and life insurance.
• Flexible spending accounts, retirement plans, and generous paid time off.
• Wellness programs, mental health resources, and employee assistance programs.
• Professional development budget and tuition reimbursement.
• Equity opportunities for senior leaders.
• Employee referral bonuses and recognition programs.

Why brighthush?

Joining brighthush means becoming part of a company that is at the forefront of the AI‑powered connectivity revolution. You will work on infrastructure that powers the world’s most demanding workloads, collaborate with top talent, and drive initiatives that directly impact millions of customers. Your work will shape the future of how businesses, governments, and communities connect and innovate.

How to Apply

If you are ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, we encourage you to apply today. Submit your resume and a brief cover letter outlining your experience with executive‑level escalations, automation projects, and cross‑functional leadership. We look forward to exploring how you can contribute to brighthush’s mission of delivering the world’s most reliable, intelligent network.