Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
The Customer intelligence organization at Zayo owns the process of gathering and analyzing customer information, buying patterns, industry dynamics, and other attributes in order to optimally prioritize targeted go-to-market strategies, resource alignment, and product focus across Zayo’s network and our customer base. The team not only acts as subject matter experts of our customers and what drives their decisions, but also owns the process, maintenance, integrity, and governance of our customer data.
The right candidate is an organizational leader with a passion for data and analysis who has a clear vision for how data can transform company strategy. The Director, Customer Intelligence Operations, is responsible for managing multiple teams and programs focused on Zayo’s customer data management, analysis, and global prioritization. This role requires cross functional work with sales, business development, IT, analytics, marketing, product, and customer service organizations. Responsibilities include project and program development, cross functional coordination, data governance, ability to pull and dissect data from multiple sources, and manage competing priorities in a fast paced environment.
Own, direct, and manage day to day Customer data operations and execution across multiple teams and initiatives
Develop and drive internal cross functional process improvements to streamline analysis and workflows related to our Customer intelligence
Optimize resource allocation across high priority initiatives related to customer data, prioritization, and sales support
Work with internal partners to create compelling, data-driven and digital-centric business cases to support strategies and investments
Governance oversight to verify and ensure data integrity and accuracy within Salesforce.com CRM system
Solve escalations from internal stakeholders through governance and programmatic management of deliverables and outcomes
Regularly cadenced and ad hoc deliverables to senior management across the company related to customer metrics, prioritization, and strategy
Bachelor’s degree or higher with a business-related focus is required, MBA preferred.
5-10 years’ experience working in a financial or operational position is preferred. Telecom industry experience preferred, but not required.
Ability to write reports, business correspondence, procedure manuals, and prepare presentations and proposals with careful attention to grammar, spelling and style with the audience in mind.
Ability to identify process pain points and stakeholders affected when identifying solutions.
Ability to effectively present qualitative and quantitative information and respond to questions from managers, employees, and co-workers.
Active listening and the ability to communicate effectively and professionally via phone, electronic media, and face-to-face interactions.
Advanced understanding of customer data and ability to dissect company publications, 10-K’s, 10-Q’s, 8-K’s and additional financial statements.
Must be able to set goals/priorities and self manage to meet set deadlines related to goals.
Advanced in the MS Office suite of tools with an emphasis on Excel is required, including the use of common formulae and pivot tables.
Requires an ability to be flexible and adaptable with work schedule and demands to meet strict deadlines under no or minimal supervision.
Knowledge of Salesforce.com platform is a plus, familiarity with data management is required.
Ability to solve practical problems and deal with a variety of variables in dynamic situations.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to view issues and concerns from multiple perspectives while keeping the ‘big picture’ in focus. Understands business implications of actions and decisions.
Ability to work independently or on a team, support team objectives, take initiative and promote a positive team spirit.
Base salary in CO: $100,000
Annual Incentive Plan (AIP) - Full-time Zayo employees are also eligible for discretionary AIP which is based on the performance of the Company, an employee’s business segment, and the individual employee
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time