Senior Manager

The application window will be open until at least October 10th, 2025 This opportunity will remain online based on business needs which may be before or after the specified date.

GFiber is a service driven organization whose mission is to reinvent internet service in the industry. We are a group of passionate, hands on/off team members with a great ownership mindset who aim to show our customers that they matter at every step of their journey with us. You must be passionate about customers, being willing to rethink how we can change the game in internet service delivery.

Role Description

As a Senior Manager, you will be responsible for delivering on customer acquisition goals through continuous improvements in conversion rates, delivering the best in class customer experience by supporting channel strategy, driving performance accountability with our vendor partners, managing our service levels, and other core Contact Center performance metrics. 

You’ll be responsible to collaborate and/or lead cross-functional work efforts within GFiber pertaining to all items related to the Sales and Customer Service Contact center scope. In addition, you will identify the best external partners for our call centers and collaborate with them to drive and implement best practices, and innovate our go to market model.

In this role, you'll:

• Foster a high performance culture, committed to achievement of all performance and operational metrics, and delivering a superior customer experience in the Sales and Customer Service contact centers across all channels (phone, email, chat).
• Manage new customer acquisition goals with responsibility for customer growth and optimization of the sales efforts; partner with GFiber Marketing to drive accountability for traffic-driven programs.
• Manage multiple vendors and all of their contact center KPIs, primarily focused on  conversion rates/CSAT in the sales queue and Service Levels/CSAT/Repeat Rates etc in the Service queue.
• Drive cost reduction programs, (i.e. reduction of unnecessary truck rolls).
• Drive continuous revenue growth via churn improvements and maximizing upsell opportunities.

At a minimum we'd like you to have:

• Bachelor’s degree in Business Management, or equivalent practical experience.
• 5 years of experience in an Internet Service Provider (ISP) Call Center Vendor Management role within Sales and Customer Service contact centers 
• Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets or Dashboard Software) to performance manage results.
• 5 years of experience in leading and managing managerial teams.
• Ability to travel internationally up to 25% of the time.

It's preferred if you have:

• Master’s of Business Administration (MBA) degree
• Experience in B2C sales; experience building strategic analytical plans
• Track record of performance improvement and excellent call center operational skills (incl. workforce management elements); experience with Contact Center tools (e.g. IVR, CRM/Salesforce, etc.)
• Ability to adapt quickly and effectively operate with enthusiasm in a fast-paced, constantly evolving team environment; self-starter with great analytical mindset and ability to work independently and on multiple initiatives at the same time

The US base salary range for this full-time position is between $158,400 - $232,300 + bonus + cash award + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.