Senior Manager, Contact Center Operations

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

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.

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF). 

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.