Strategic Program Manager I

| Greater Boulder Area

Company Description

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.

Position Description

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.


Responsibilities

  • 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.

Qualifications

  • 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.

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

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Company Outings
Game Room
Some Meals Provided
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Diversity Program
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
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