Strategic Program Manager I 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, dedicated Internet access, and colocation services. Zayo owns and operates a Tier 1 IP Backbone and 44 carrier-neutral data centers. Through its Cloudlink service, Zayo provides low latency private connectivity that attaches enterprises to their public cloud environments. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
This position is responsible for ensuring an effortless experience for Zayo’s highest-priority customers, and driving implementation, service management and billing process improvements impacting the customer and their overall experience. This position is key to the continued loyalty and partnership of Zayo’s largest customers, driving development and customization of the Zayo experience.
Develop internally, ensuring Zayo is identifying, investigating and resolving customer questions, issues, network events and escalations in a manner that is effortless for the customer
Identify service performance specific concerns internally and with customers
Maintain and customize customer status reports related to Implementation projects, Customer Health and other Zayo performance metrics
Review and Report on service delivery and service management performance
Update contract summaries, with regular communication across each product group to provide visibility to contract and SLA requirements
Facilitate Internal and Customer Facing Kick Off Calls related to incoming implementation projects
Identify cross product and regional recommendations for process and experience standardization to improve the customer experience
Provide escalation support to customers and help identify and resolve project timeline risks, providing insight ahead of possible escalations to Business Leads and Management
Provide customer friendly updates and create appropriate customer facing communication
Able to directly and clearly communicate low performance indicators and issues, escalate to management teams and drive accountability to ensure issues are addressed timely
Develops a strong consultative relationship with internal stakeholders
Peers effectively, sharing and communicating with team members, coworkers and management in a clear and consistent manner
Identify, investigate and resolve customer questions, disputes and escalations in a manner that is effortless for the customer
Create and present Service Reviews which include network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements.
Audit inventory’s and services on request
Help sustain an environment and culture built around an Effortless Customer Experience, driven by data and process.
Ability to answer phone calls and emails in a professional manner, to address internal and external customer needs
Efficient with computers and willing and able to learn new software
Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.
Excellent written and verbal communication and presentation skills and proven ability to interface cross functionally.
Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.
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.
Expert level of familiarity with MS Excel/PowerPoint/Word/Visio.
Entry level understanding of product set
Basic familiarity with project management concepts.
Basic understanding of service improvement methods.
Advanced understanding of telecom service delivery processes required.
Some experience with salesforce.com.
Background with billing a plus.
Background in Service Delivery, OSP or Network a plus.
Education and/or Experience:
Bachelor's degree (B.A.) from four-year College or University, plus one to three years customer service, project or program management experience and/or training; or equivalent combination of education and experience.
- 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