Director of Customer Experience and Billing Operations

Director of Customer Experience and Billing Operations

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’swhere
you
come in.

We’relooking 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 areal-worldISP environment,you’llfeel right at home here.

• 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

• 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

• 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.