Operations Service Manager

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-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.

Zayo is seeking an Operations Service Manager to be the primary operations interface by serving as the critical customer advocate and liaison for large, strategic accounts. The Operations Service Manager interfaces with multiple technical resources across the business to drive a superior, differentiated and sustained customer experience. Ensures operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving and delivering operations reviews, Request for Outage (RFO) and Service Improvement Plans (SIP). Serves on cross-functional teams to raise awareness, drive for results and resolve issues impacting assigned customer base. May train and mentor lower level peers and partner with management to share strategic responsibilities and team leadership.

**This position is open to remote applicants throughout the United States

Responsibilities:

• Act as an escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serves as primary communication for operational life cycle issues by pulling in necessary resources to address ongoing issues.

• Serves as customer advocate, technical resource and Subject Matter Expert for internal company departments for assigned customer base and develops communication strategies with intern departments by staying well-versed in customer and internal SLA’s and operational processes in order to assist operations and sales in setting proper customer expectations based on defined Service Level criteria.

• Defines and develops custom reporting and delivers regular operations review that illustrate network performance by highlighting positive performance trends and identifying areas for service improvement opportunities.

• Partners with Network Control Center (NCC) to identify, create, implement, and track post mortem analysis and preventive measures and then takes the lead in presenting that information to the customer.

• Defines and communicates key Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIP). Facilitates both internal and external meetings associated to SIP until initiatives are resolved.

• Primarily office environment 8 to 5 with some business travel and after hours support.

• Travel is limited at customer or direct reports request (10% of the year)

Qualifications:

• Bachelor’s Degree or a minimum of five (5) years of relevant job experience. Field of Study: Engineering, Telecommunications or other relative technological field.

• Minimum of five (5) years of telecom industry experience with knowledge of Voice, Transport, IP, Data, Fiber and Managed Services.

• Strong technical and operational background and understanding of troubleshooting and configuration protocols.

• Strong understanding of operations processes and systems across all internal organizations as well as industry best practices.

• Executes job responsibilities independently and confidently with high proficiency.

• Exceptional customer-facing skills with an innate ability to empathize with customers.

• Strong analytical skills and ability to convey that information succinctly and clearly.

• Strong interpersonal, teamwork, conflict resolution and negotiation skills.

• Strong time management, organizational, and prioritization capabilities.

• Excellent oral and written communications skills internally and customer-facing.

• Well-versed in communicating at both the technician as well as executive levels.

• Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships.

• Ability to challenge the status quo with a focus on continuous improvement.

• Highly motivated, self-starter who can thrive independently or in a team environment.

• Attention to detail with good organizational capabilities.

• Ability to prioritize with good time management skills.

• Must be willing to work on-call via cell phone, including weekends and holidays.

• Some travel may be necessary.

Base Salary Range: $66,500 - $95,000 USD/annually, commensurate with experience.

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Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo 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.