Program Manager II at Zayo
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 Program Manager II position is responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements. A Program Manager II is responsible for implementation projects, service improvement plans, service reviews, billing reports and procedures, collections reporting and project development. We are both the internal and external interface for large and complex projects and proactively manage milestones and communications with our customers throughout the process relating to their requests.
Determines opportunities to customize processes in order to improve customer experience, and works with internal teams to deliver those improvements.
Investigates, resolves, and attempts to prevent further occurrence of customer issues.
Leads implementation projects for customers, overlaying internal service delivery teams to ensure an effortless delivery experience.
Partner with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure reliability increases to the customers satisfaction.
Manage and resolve customer problems that are escalated for management attention.
Produce and manage various reports for project implementation and customer service management.
Create and present Service Reviews which include network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements.
Organize and coordinate all internal organizations for the timely and effortless resolution of customer projects.
Drives Large billing issues and collections for non-dedicated accounts to resolution.
Develops a strong business relationship with all supported customers.
Client Service or Project Management Experience ~3 years
Ability to answer phone calls to address customer needs
Efficient with computers
Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.
Ability to multi-task and manage competing requests in a professional manner.
Passion for customer service and delivering an effortless user experience.
Desire to understand process, identify improvements and implement change.
Medium understanding of telecom a plus
Low to Medium level of experience with Salesforce.com a plus
Foreign Language fluency a plus; French or Spanish
EDUCATION AND/OR EXPERIENCE
Bachelor's degree (B.A.) from four-year College or University, plus two to five years customer service experience and/or training; or equivalent combination of education and experience.
High level of familiarity with MS Excel/Powerpoint/Word
Base salary range: $62,982-$68,696
Full-time Zayo employees are also eligible for discretionary quarterly short-term and long-term incentive cash bonuses which are 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