Director, Commercial Orders

Position Title:

Director, Commercial Orders Base Salary: $150,000 to $185,000 annually DOE , plus target commission of $30,000 Benefits:
Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth, and education reimbursement programs.

Ziply Fiber is a local internet service provider dedicated to elevating the connected livesof the communities we serve. We offer the fastest home internet in the nation, arefreshingly great customer experience,andaffordableplans that putcustomersin charge.

As ourstate-of-the-artfiber network expands, so does our need for team members who can help us grow and realize our goals.

• Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention.
• Empowering You: We help customers choose whatisbest for them,andwesupport employees in implementing new ideasand solutions.
• Innovation and Improvement: We constantly seek ways to improve how we serve customers and each other.
• Earning Your Trust: We build trust through clear, honest,human communication.

The Director, Commercial Orders is responsible for the strategic leadership, operational performance, and continuous improvement of Ziply Fiber’s commercial order-to-cash operations. This role leads teams responsible for commercial order management, service delivery coordination, customer implementations, account management support, project management, billing support operations, customer escalations, workflow optimization, and operational excellence initiatives.

The Director partners closely with Commercial Sales, Enterprise Sales, Product Management, Engineering, Technology, Customer Operations, Finance, and Field Operations to ensure accurate, timely, and scalable delivery of commercial products and services. This position is accountable for establishing operational standards, improving customer experience, driving process automation, and ensuring service level commitments are consistently achieved. The role serves as a critical bridge between customer-facing sales organizations and operational fulfillment teams throughout the commercial customer lifecycle.

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

• Lead and develop a high-performing organization responsible for commercial order operations, customer fulfillment, project management, and customer support activities.
• Establishoperational priorities,objectives, and performance expectations aligned with company goals and commercial growth plans.
• Build, mentor, coach, and develop leaders and team members while fostering a culture of accountability, collaboration, continuous improvement, and customer focus.
• Drive employee engagement, succession planning, workforce planning, and organizational effectiveness across the Commercial Orders function.

• Provide executive oversight of the commercial order-to-cash lifecycle, from order intake through service activation, billing readiness, and operational handoff.
• Ensuretimelyandaccurateprocessing of commercial customer orders, modifications, disconnects, billing support requests, and related operational activities.
• Oversee fulfillment activities supporting Ethernet, voice,UCaaS/VoIP, managed services, simple network solutions, CPE, hot cuts, and future commercial product offerings.
• Monitoroperational performance, workload management, quality, and service commitments to ensure customer and business expectations are met.

• Lead resolution of complex customer issues and operational escalationsimpactingcommercial customers, including executive-level or high-priority customer concerns.
• Establishprocesses that improve customer satisfaction, retention, service quality, and overall delivery experience.
• Partner with Commercial Sales, Enterprise Sales, Account Management, and Customer Operations teams to ensure a seamless commercial customer experience.
• Serve as an executive escalation point for critical customer issues related to order processing, implementation, service delivery, billing readiness, workflow completion, or operational support.

• Identify opportunities to improve operational efficiency through process redesign, workflow optimization, automation, standardization, and quality improvement.
• Establishoperational metrics, dashboards, service level objectives, and key performance indicators tomonitorbusiness performance and team effectiveness.
• Drive continuous improvement initiatives focused on reducing cycle times, improving accuracy, increasing productivity, and strengthening customer outcomes.
• Lead cross-functional projects supporting commercial operational transformation, system enhancements, workflow improvements, and…