• Own and optimize the customer onboarding and order delivery experience from order handoff through successful installation and service activation • Lead and manage a team of Customer Care Managers supporting Broadband Fiber and VoIP customers, setting clear priorities and performance expectations • Establish and enforce standards, workflows, and best practices for customer interactions during onboarding and delivery • Drive accountability for install completion, customer readiness, cycle time, and cancel avoidance • Develop, monitor, and act on KPIs related to onboarding effectiveness, order delivery, escalations, and cancellations • Identify systemic breakdowns in processes or handoffs and lead continuous improvement efforts to reduce friction and manual effort • Partner cross-functionally with Sales, Field Operations, Provisioning, IT, and Product to ensure alignment on customer commitments and delivery execution • Serve as the escalation point for complex onboarding and order delivery issues • Ensure timely resolution of service-impacting challenges through structured escalation paths • Identify recurring issues and drive preventative solutions to reduce future escalations • Maintain clear communication with internal stakeholders during high-impact delivery issues • Work closely with Sales, Marketing, Field Operations, Provisioning, and Product teams to ensure alignment on customer commitments and delivery expectations • Represent Customer Care perspectives in cross-functional working sessions related to onboarding, installs, and service readiness • Ensure operational feedback loops are established and used to improve upstream and downstream processes