Top 5 Customer support & client services managers Jobs in West Point, Ga

Director of Customer Experience and Billing Operations
Dragonfly Internet —Opelika, AL
- Full-time
- Marketing
- Bachelor's degree
- Experience equivalent to degree accepted
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Director of Customer Experience and Billing Operations

Dragonfly Internet
Opelika, AL

Quick Apply

Job Details

Full-time

Qualifications

Performance improvement leadership
Managing teams in a customer support role
Marketing
Team leadership
Standard Operating Procedures (SOPs) implementation
Operations coordination
Customer satisfaction tracking
Process design
Scalable systems
Frontline customer support management
KPI monitoring
Bachelor's degree in business administration
Managing clients in a customer support role
Bachelor's degree in marketing
Bachelor's degree
Customer engagement
Data interpretation
Telecommunication
Data-driven problem-solving
Customer support
Business Administration
Operational excellence initiatives
Customer satisfaction improvement
Senior level
Business
Leadership
Standard operating procedures (SOPs)
Call center management
Communication skills
Cross-functional communication

Full Job Description

Director of Customer Experience and Billing Operations

Dragonfly Internet | Hybrid | Opelika, AL

Build the experience behind the connections.

Dragonfly Internet is a fast growing, fiber forward internet provider on a mission to deliver blazing fast, reliable broadband to the communities we serve. As we scale, delivering a seamless, high-quality customer experience—from the first call to every monthly bill—is just as important as the network itself.

That’s where you come in.

We’re looking for a Director of Customer Experience & Billing Operations who thrives on building teams, creating structure, and delivering consistent, exceptional customer journeys. If you enjoy turning moving parts into smooth operations, leading high performing teams, and standardizing processes in a real-world ISP environment, you’ll feel right at home here.

What You’ll Do

You’ll lead the engine behind our customer experience and billing operations, ensuring every interaction is efficient, accurate, and positive. Day to day, you’ll:

Lead and develop customer service and billing teams, including both direct and indirect reports
Oversee client service operations, drive performance, quality, and customer satisfaction

Build, staff, and lead an in-house call center operation while managing and coordinating performance with outsourced overflow call center partners

Design and implement SOPs (Standard Operating Procedures) to create consistency across all locations

Partner with the Billing Supervisor to standardize and optimize billing processes, ensuring accuracy, transparency, and timeliness

Identify opportunities to improve the end-to-end customer experience, from onboarding to ongoing support

Partner closely with Sales and Marketing to align messaging, promotions, and customer expectations

Monitor key metrics (CSAT, response times, billing accuracy) and continuously improve performance

Align with the Billing Supervisor to ensure billing systems and workflows are used effectively and consistently across teams

What We’re Looking For

Bachelor’s degree in Management, Business Administration, Marketing, or equivalent experience

Proven leadership experience in a call center or customer support environment

Experience managing or improving billing operations, ideally in an ISP, telecom, or subscription-based business

Familiarity with Sonar and/or Gaiia platforms preferred

Strong ability to build processes, documentation, and scalable systems

A customer-first mindset with a focus on delivering smooth, positive experiences

Analytical thinker who uses data to identify trends and drive improvements

Strong communicator who can collaborate across teams and lead with clarity

Why Dragonfly Internet?

Be part of a fast-growing startup where your work makes a real impact

Lead and shape the customer experience strategy from the ground up

Build scalable teams and processes that grow with the company

Work alongside a team passionate about bringing better internet to our communities

If you’re excited about creating exceptional customer experiences and building operations that just work, we’d love to talk.

Quick Apply

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customer support & client services managers jobs in west point, ga

Director of Customer Experience and Billing Operations

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