Senior Manager – Strategic Customer Repair & AI‑Driven Service Excellence – Leading Enterprise Connectivity & Automation Initiatives

About brighthush

brighthush is the world’s most trusted network for the AI‑powered future, connecting people, data, and applications through an expansive fiber network and a seamless ecosystem of services. 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 shape the next generation of digital experience, where performance, security, and resilience are non‑negotiable.

Why Join brighthush?

As a Senior Manager in our Enterprise Repair organization, you will be at the forefront of solving the most complex, high‑impact customer challenges. You will own critical escalations, lead cross‑functional initiatives, and drive the adoption of cutting‑edge automation and AI solutions that transform how we deliver service. In a culture that values bold ideas, data‑driven decisions, and relentless improvement, you’ll have the autonomy to shape strategy, influence executive outcomes, and accelerate your own career trajectory.

Key Responsibilities

In this role, you will lead the Strategic Engagement and Response Team (SERT) and be the voice of brighthush’s repair organization to customers and internal stakeholders. Your day‑to‑day focus will include:

• Executive Communication & Escalation Management
  • Serve as the primary point of contact for executive‑level escalations from customers, sales, and senior leadership.
  • Own the entire lifecycle of 4th and 5th level escalations, from intake to closure, ensuring transparent status updates, remediation commitments, and post‑incident lessons.
  • Lead executive bridges, briefings, RFOs (Reasons for Outage), and remediation plans that keep stakeholders informed and confident.
• Project & Program Leadership
  • Champion cross‑functional projects such as Ops as a Service, Customer Experience (CX) initiatives, and automation roll‑outs.
  • Define roadmaps, set milestones, conduct UAT, and ensure production readiness and adoption.
  • 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.
  • Drive root‑cause analysis, trend analysis, and systemic fixes to reduce MTTR and prevent recurrence.
  • Define and refine escalation and communication processes, including SLAs, RACI matrices, SOPs, runbooks, playbooks, and KPIs.
• Automation & AI Vision
  • Set ambitious automation and AI goals, such as increasing touchless ticket resolution.
  • Lead the development and deployment of Agentic AI solutions that autonomously diagnose, triage, and resolve incidents.
  • Translate operational pain points into automation opportunities: auto‑ticketing, diagnostics, chronic detection, notifications, and closure automation.
  • Partner with product and engineering teams to prioritize initiatives based on MTTR reduction, cost savings, and customer experience impact.
  • Measure ROI and operational impact, reporting results to executive leadership.
• Leadership & Team Development
  • Directly or matrix‑lead escalation, chronic circuit, executive carrier escalation, and process/automation resources.
  • Set team goals aligned with brighthush’s strategic priorities.
  • Coach, mentor, and build bench strength for high‑pressure escalation work.
  • Foster a culture of ownership, resilience, and continuous improvement.
  • 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 at least 5 years in a leadership capacity.
• 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 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 and KPIs.
• 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.