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Strategic Program Manager II

Company: Zayo Group
Location: Tulsa
Posted on: May 19, 2019

Job Description:

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
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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
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Provide escalation support to customers and help identify and resolve project timeline risks, providing insight ahead of possible escalations to Business Leads and Management.
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Develop and implement get well plans for chronic customer issues across service delivery and service management.
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Able to translate internal technical updates and create appropriate customer facing communication
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Improves experience in all functional areas through coaching, mentoring, training and knowledge-sharing customer specific expectations with peers.
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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.
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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
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Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.
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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.
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Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.
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Ability to multi-task and manage competing requests in a professional manner.
*

Passion for customer service and delivering an effortless user experience.
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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

Zayo is an Equal Opportunity/Affirmative Action employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

EEO IS THE LAW Zayo invites any applicant and/or employee to review the Company s written Affirmative Action Plan. This plan is available for inspection upon request by emailing our People Ops team.

Keywords: Zayo Group, Tulsa , Strategic Program Manager II, Executive , Tulsa, Oklahoma

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