Service Delivery Coordinator

BIG Fiber builds and operates mission-critical fiber infrastructure that underpins the world's most innovative companies throughout Northern California the San Francisco Bay Area, Greater Atlanta and the Hillsboro area of Greater Portland, Oregon. We’re a fast-growing, nimble company with the agility of a start-up and the vision to transform how critical network assets are delivered and managed.

Position Overview

BIG Fiber is seeking a versatile, friendly, and energetic Service Delivery Coordinator based in the Bay Area or Metro Atlanta to manage day-to-day service delivery operations and ensure timely and accurate delivery of orders. This person must be able to work from our Sunnyvale, CA office several days a week.  This position reports directly to the VP of Business Operations. We are a small but rapidly growing results-oriented company.  A successful candidate will be self-motivated, eager to learn and take on responsibility, and be team oriented. This is a customer-facing role focusing on providing BIG’s customer’s a premier experience. The right candidate should be comfortable working one-on-one with customers and not be afraid to pick up the phone and talk to someone directly.

Responsibilities

• Oversee and manage the delivery process of dark fiber orders for BIG Fiber, in direct communication with our customers
• Coordinate engagement with data center operators and other vendors related to customer orders, review and negotiate entrance and other colocation agreements as needed
• Track and report service delivery metrics
• Work with management to develop processes and timelines related to service delivery, ensuring consistency between project goals and timelines
• Ensure timely and accurate delivery of customer orders, and any necessary underlying buy-side agreements related to such customer orders
• Identify and manage any delivery jeopardies and work with both internal and external teams to escalate and problem solve any possible delays
• Support sales and operations teams from a delivery perspective, including reporting all install metrics
• Perform other ad hoc delivery and implementation projects, as necessary
• Manage and maintain accurate leads, opportunities, and account information within SalesForce.com.
• Embody our company values: Have Integrity, Be Courageous, WOW the Customer, Act with Tenacity and Be Adaptive.

Qualifications

• 3+ years of service delivery, product, project management, and/or technology analyst experience with a preferred telecommunication background
• General familiarity with project management and delivery cycles (from inception to completion)
• Experience with project or job management and tracking
• Proficiency in MS Office suite of tools and emphasis on Excel; knowledge of Salesforce.com is a plus
• Ability to communicate effectively with internal and external business partners
• Must be self-motivated and have a strong desire to learn and take on responsibility
• Must have good problem-solving skills
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to view issues and concerns from multiple perspectives, and to keep the “big picture” in focus
• Ability to be flexible in work schedule and to meet strict deadlines under minimal supervision
• Experience with contract negotiations.
• Excellent communication/presentation skills at all levels of an organization.

What We Value 

• Team players who step in where needed and support one another
• Ownership, accountability, and follow-through
• Curiosity and continuous improvement
• Clear communication and mutual respect
• Flexibility and a solutions-oriented mindset 

Work Environment and Rewards

This role is subject to a hybrid office/remote arrangement, reporting into one of our core offices in either Atlanta, GA, Denver, CO or Sunnyvale, CA on a regular basis, while still allowing for routine remote work. Specifics around in-person requirements and remote flexibility for this role will be determined with the hiring manager at the time of hire.

Work Hours: Company hours meet our customers’ and internal clients’ needs. This is an exempt position, so the hours of work will be dependent on the work that needs to be addressed to accomplish the work ascribed to this position.

Travel: Travel up to 15% of the time

• Base salary: $80,000 – $100,000 annually, commensurate with experience
• Bonus: annual bonus eligible, based on % of base salary

Benefits, Rewards & Wellness

·       Excellent Health, Dental & Vision Insurance

·       Retirement 401(k) Savings Plan

·       Unlimited paid time off policy

·       Paid parental leave

Disclaimer: Please note - this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

BIG Fiber provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.