Manager, Ethernet Carrier Service Delivery
Company Description
Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.
Job Description
The Manager, Ethernet Carrier Service Delivery, is responsible for the all Ethernet Carrier orders from order accepted to completed, and effectively managing the service delivery team supporting the Carriers. The position involves high level external communications directly with Carrier contacts of all levels, as well as internal facing communications (primarily with Sales, Sales Ops, Product Management, ISP, Fiber, Offnet, etc.) The primary objectives are managing an effective, productive delivery team, providing measurement objectives and reporting, providing excellent customer service, working with internal stakeholders to ensure on time delivery in accordance with customer and company expectations.
Responsibilities:
- Management of Carrier Service Delivery team inclusive of workload balancing, setting and measuring objectives, process improvements, training, communication, reporting, employee reviews
- Level 1 escalation contact; drive internal teams for delayed or missed delivery of key elements of project implementation
- Regular meetings with Carrier customers, Sales and Sales Ops concerning inflight orders, business reviews and issues
- Working within Salesforce processes, meeting intervals, escalating with partners for resolution
- Other responsibilities as assigned by management
Qualifications
- Bachelors degree or equivalent experience
- 4+ years telecom experience (operations experience is a plus)
- Excellent written and verbal communication skills
- Effective time management skills
- Ability/willingness to operate in a fast-paced, demanding environment
- Desire to grow within the company
- Analytical / critical thinking ability
- Familiarity with Microsoft Office suite (particularly Word/Excel)
- Computer acumen
- Excellent customer communication skills
Rewards
- Competitive compensation
- Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
- Fitness membership discounts
- Generous paid time off policy including paid parental leave