Operational Support Manager

Operational Support Manager

Job Responsibilities:

You've begun your career as an order entry, technical resource or customer service processional in telecommunications. You are a genius with spread sheets, and eat complex order entry problems for breakfast. Now, put that experience and success to work in a dynamic, challenging, fast paced environment where you can grow and learn even further. At XO Communications, we offer the opportunity to take the next step and build core technology and business to business operational expertise, while delivering innovative solutions that transform the way our clients do business. XO is a company that believes in recognizing and rewarding our top performers, while providing you with training opportunities and career pathways that are unmatched in our industry. If you are a high energy, technically savvy, service-oriented and motivated individual, we would love to talk to you about the opportunity to support our sales staff and the customers they sell.

General Summary:

XO Communications is the leading national provider of telecommunications, network and cloud services for Business customers. We are actively seeking operational support managers (OSM) to help ensure that our customers enjoy the best possible on-boarding experience. The OSM focuses on the management of orders from the point of sale to the install. As part of this effort, the OSM is required to manage both internal (XO departments) and external (XO customer) expectations to ensure a successful outcome and a high level of customer satisfaction. This role works cross functionally with Sales, Sales Engineering, Order Entry and Service Delivery with responsibility to track and measure all customer orders.

Day in the Life:

As an OSM supporting one of XO's SMB Teams you will teach our Account Executives the ""XO way"" and how to correctly create and process orders. You will ensure that every order meets our exacting quality standards. You will track these orders to install, ensuring that internal and external expectations are met. You will make sure our newest customers are raving fans. You will work hard. You will have fun, and you'll earn a great living.

Career Advancement:

We invest in everyone's long-term personal and professional growth and will equip you with the business, technical, and analytical tools that you will need to be successful. As you help the Account Executives and customers you support achieve their goals, you will further your own career.

Essential Duties and Responsibilities:

• Assist Sales team with pre-sales activities as needed to support the development of larger business opportunities to actively contribute to the sales approach for securing business.
• When needed, develop and present a Project Plan which incorporates the full project scope, implementation schedule with Time, Communication, and Risk management plans.
• Identify all stakeholders, team members, and resources for implementation and clearly communicate project expectations and status through the implementation period. Through this process building strong relationships with the stakeholders and team members to ensure a positive customer experience including weekly project review.
• Act as the point of contact for the Customer and XO Departments during the Order Entry/Service Delivery cycle acting as the Customer advocate to drive all operational issues and concerns to resolution while managing service delivery negotiated due dates.
• Analyze ongoing support, installation and account issues and manage the necessary XO groups to a successful resolution of customer requests including coordination with sales of orders rejected (RTS) as well as those in jeopardy to achieve clean flow through.
• Research, prepare and deliver operational overview and monthly service reporting to management and develop service improvement plans with internal organizations where applicable as requested by customers or deemed appropriate based upon operational performance data. Reporting on weekly installed revenue and pending install numbers as the performance relates to plan and SLA.

Minimum Qualifications:

Knowledge, Skills and Abilities
• Ability to manage multiple and highly complex enterprise and national account customer expectations, issues, and projects with a high degree of professionalism.
• Ability to identify areas for improvement based on recurring problems and may make recommendations to other departments within the company.
• Ability to manage project cost to ensure cost containment where controllable.
• Exceptional verbal and written communication skills and the ability to be highly efficient in a team environment. Ability to engage all levels of management internally and externally.
• Knowledge of network topologies, design customer equipment.
• Effective time management skills and ability to meet multiple deadlines.
• Ability to build business relationships internally and externally with all levels, including key decision makers.
• The ability to work within a sales and goal driven environment.
• Customer focused and results oriented.
• Carrier level Voice knowledge, training and experience.
• Carrier level Data knowledge, training and experience.
• Understanding and training of all types of transport services and equipment.
• Proficiency in systems management of Customer data and reporting capabilities.
• Proficiency and proven track record in sales presentations, and closing of sales opportunities.
• Emerging technology knowledge.
• Experience with report requirements gathering and documentation.

Minimum Qualifications:
• Education: Bachelors Degree or Equivalent
• Relevant Work Experience: 7-10 years Telecom and directly related work experience

Project Management Professional Certification and/ or Cisco Certifications (CCNA or CCDA) Preferred

Specific Computer Skills

Software
• Microsoft Office Suite Required
• Microsoft Project Preferred
• Visio Preferred
Operating Systems
• Windows Required