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Strategic Program Manager II

| Greater Boulder Area

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

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

  • Lead and drive internally, ensuring Zayo is identifying, investigating and resolving customer questions, issues, network events and escalations in a manner that is effortless for the customer

  • Understand and identify service performance specific concerns internally and with customers, able to make recommendation on how to improve

  • Create, maintain and customize customer status reports related to Implementation projects, Customer Health and other Zayo performance metrics

  • Manage reports and dashboards around service delivery and service management team functions and performance

  • Manage and update contract summaries, with regular communication across each product group to drive contract and SLA adherence

  • Manage Internal and Customer Facing Kick Off Calls related to incoming implementation projects

  • Able to review implementation orders at order entry and identify possible gaps in technical requirements, for example; handoffs, demarcs, equipment timelines, optic requirements, diversity, etc. to resolve prior to downstream handoff and activation.

  • Large Project Support – Escalation support and driver for teams responsible for delivering on project milestones

  • Customer Network Audit Support – Drive network audits for strategic customers, as needed, to ensure diversity and network stability are being provided per contract

  • Create and drive 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.

  • Develop and implement “get well” plans for chronic customer issues across service delivery and service management.

  • Able to translate internal technical updates and create appropriate customer facing communication

  • Improves experience in all functional areas through coaching, mentoring, training and knowledge-sharing customer specific expectations with peers.

  • Identifies opportunities to improve customer-facing process and collaborates internally on completion of those proposed improvements

  • Able to directly and clearly communicate low performance indicators and issues, escalate to management teams and drive accountability to ensure issues are addressed timely.

  • Identifies areas of improvement with data, applicable to service delivery survey results

  • Develops a strong consultative relationship with internal stakeholders

  • Designs, develops system changes in coordination with development resources; benefiting customers and team.

  • Leads by example; providing insight and communication to peers 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 while addressing and preventing downstream events.

  • Create and present Service Reviews which include network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements.

  • Assist in creating an environment and culture built around an Effortless Customer Experience, driven by data and process.

 

Qualifications

  • Bachelor's degree (B.A.) from four-year College or University, plus five plus year’s customer service experience, project or program management experience and/or training; or equivalent combination of education and experience.
  • 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 as well as with various levels of management.

  • Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.

  • 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.

  • Expert level of familiarity with MS Excel/PowerPoint/Word.

  • Strong understanding of product set.

  • High level of familiarity with coaching methods.

  • Mastery of project management concepts.

  • High level of familiarity with service improvement methods.

  • Advanced understanding of telecom service delivery processes required.

  • High level of experience with salesforce.com.

  • Background with billing a plus.

  • Background in Service Delivery, OSP or Network a plus

 

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
Open door policy
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
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.
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.
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
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.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
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
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.
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Promote from within
Mentorship program
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