Director of Operations

Job Description

Job Description

Director of Operations

Conexa Technologies — a subsidiary of CS Contract Solutions and its family of companies

Employment Type: Full-Time, Salaried Function: Operations — Brightspeed Account Location: Remote, with travel across the Brightspeed footprint

WHY WORK FOR CONEXA

Conexa Technologies, a subsidiary of CS Contract Solutions and its family of companies, is growing rapidly — and we believe in promoting from within, with many growth opportunities available. We offer highly competitive pay; health, vision, and dental insurance; paid time off (PTO); and a 401(k).

Our culture recognizes that people are a company’s number one asset, and our goal is to make sure you are supported in your role. We believe a supported team member is a productive team member, and a productive team member is a happy team member. We also run incentivized competitions that promote safety and quality — earning you a bonus for doing what is already required.

We are looking for leaders who take pride in doing their best every day to deliver a quality product, who anticipate our client’s needs to offer solutions for today and tomorrow, and who build teams that listen to understand — not to respond.

ABOUT THE ROLE

Brightspeed is the nation’s fifth-largest incumbent local exchange carrier and its third-largest fiber builder, executing a multi-billion-dollar buildout across a 20-state footprint. It has already passed 3 million fiber-enabled locations, is on pace to cross 4 million by the end of 2026, and is working to retire roughly 90% of its remaining DSL infrastructure in favor of fiber. Every location that gets built still has to be installed, turned up, repaired, and kept running — that is Conexa’s job on this account, and it is this seat that owns it.

As Senior Director of Operations, you will own the performance, profitability, and scalability of the entire Brightspeed installation and maintenance (I&M) book of business — the operational hub that turns fiber construction into a working, supported customer base. You are accountable for the account’s service levels, margin, and capacity model, and you serve as the executive point of contact between Conexa’s Operations Managers and Field Operations Supervisors, and Brightspeed’s own field leadership.

You will own results across completion percentage, repeat/no-trouble-found rate, technician productivity, and account P&L, and you will build the manager and supervisor bench that runs the day-to-day — you will not manage technicians directly, you will build the leaders who do.

KEY RESPONSIBILITIES

Brightspeed Relationship and Account Ownership

• Own client-facing KPIs including completion percentage, repeat/no-trouble-found rate, NPS, and cost per job.
• Lead Quarterly Business Reviews, SLA performance discussions, and escalations directly with Brightspeed field leadership.
• Defend margin while maintaining and expanding Brightspeed’s satisfaction; partner with ownership on contract terms, rate discussions, and footprint expansion within the account.

Installation & Maintenance Scaling

• Size and staff the I&M technician workforce to match Brightspeed’s monthly fiber-passing and DSL-to-fiber cutover volume across the footprint.
• Diagnose underperforming markets quickly and lead structured turnarounds, including backlog burn-down, performance-improvement plans, and workforce rebalancing.
• Stand up I&M coverage in newly constructed markets on compressed timelines, including recruiting, tooling, compliance, and client onboarding.

Systems, Data, and Reporting Cadence

• Implement and refine dispatch flow, routing logic, quality control frameworks, and reporting cadence across every Brightspeed market.
• Own the daily and weekly dashboards: completion percentage, past-due percentage, repeat/no-trouble-found rate, cost per job, and technician productivity by market.
• Build and enforce reporting rhythms: daily stand-ups, weekly ops calls, monthly Brightspeed scorecards, and quarterly strategic reviews.

Subcontractor and Workforce Management

• Manage a blended workforce of W2 employees, subcontractor crews, and union-represented technicians across the footprint.
• Enforce compliance standards including insurance, licensing, certifications, and quality thresholds.
• Negotiate rate cards and build a vendor bench deep enough to absorb Brightspeed volume surges without margin erosion.

Leadership Development and Succession

• Develop Field Operations Supervisors into Operations Managers, and build succession below every key seat.
• Install a consistent coaching cadence: one-on-ones, performance plans, and accountability systems.
• Partner with ownership and HR on talent strategy, including recruiting, retention, and bench development.

Financial Ownership and Margin Leadership

• Own the Brightspeed account P&L, including revenue, cost of delivery, and contribution margin.
• Drive structured margin improvement initiatives: labor optimization, routing efficiency, rework reduction, and vendor rate discipline.
• Partner with finance and ownership on forecasting, capital planning, and the investment case for new Brightspeed markets.

Change Management and Multi-Market Rollouts

• Lead multi-market rollouts of new standard operating procedures, systems, and rate structures as fiber construction hands markets to I&M.
• Drive adoption across resistant teams through communication, coaching, and accountability, measuring outcome and not just activity.

REQUIRED QUALIFICATIONS

• Ten or more years of progressive operational leadership, with at least five years at Director level or equivalent.
• Documented eight-figure P&L ownership in telecom installation and maintenance, field services, or comparable multi-site operations.
• Direct experience managing residential and business installation, maintenance, and repair for both copper (POTS) and fiber/HSI services.
• Experience managing relationships with an ILEC, CLEC, or MSO at the executive field-operations level.
• Demonstrated success leading I&M operations across five or more states simultaneously.
• Experience managing a workforce that includes union-represented labor.
• Proven financial acumen, including P&L management, margin improvement, and labor cost optimization.
• Experience deploying and optimizing field operations technology platforms (dispatch, WFM, CRM).

PREFERRED QUALIFICATIONS

• Prior direct experience with Brightspeed, Lumen/CenturyLink, Frontier, Fidium, Consolidated, ALLO, or a comparable ILEC/CLEC fiber-conversion environment.
• Experience managing I&M operations through an active DSL-to-fiber network transition.
• Experience coordinating the hand-off of newly constructed fiber markets from a construction/engineering organization into service.
• Exposure to BEAD-funded or state-subsidized broadband buildout programs.
• Exposure to voice AI, advanced analytics, or operational automation initiatives.

WORKING CONDITIONS

• Frequent travel across the Brightspeed operating footprint; extended time away from home base during market turnarounds or new-market stand-ups.
• Real-time operational environment with same-day decisions on escalations, weather events, and capacity shortfalls.
• Must work with minimal supervision, prioritize multiple workstreams, perform under pressure, and meet critical deadlines.
• Available for escalation outside standard business hours during outage events or major service disruptions.

COMPENSATION

This is a full-time, salaried executive position. Benefits include highly competitive pay; health, vision, and dental insurance; PTO; and a 401(k), as described above.

VALUES IN ACTION

At Conexa, our core values are how we operate — and how our leaders lead — every day. As Senior Director of Operations, you will be expected to model them and to build an organization that lives them:

• Honesty and Integrity — Own misses without spin. Tell ownership and Brightspeed what they need to hear, not what they want to hear.
• Attitude Over Skills — Hire and develop for mindset first; build teams with grit, ownership, and coachability.
• Courage Through Communication — Raise problems early and honestly; bad news should travel fast, accurately, and with a proposed next step.
• Energy, Effort, Execution — Bring the energy, put in the effort, and finish what you start.
• Sharpen Your Axe — Invest in your own development, your team’s, and the systems that make excellence repeatable.

Conexa Technologies is an Equal Opportunity Employer and provides reasonable accommodations for qualified individuals with disabilities throughout the hiring process. Employment is at will and may be terminated by either the employee or the Company at any time, with or without notice, subject to applicable law.