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.