Manager - Service Delivery

SUMMARY

Responsible for managing cross-functional teams that support and manage the coordination of Implementations, service requests, contracts, collections, overall service delivery, and project management to envision and deliver customer delight to our business customers and sales reps.

Requires a strong understanding of order management business processes with special emphasis on continuous process improvement (each day) in efficiency, productivity, revenue integrity, and enhances the customer experience.

Essential Duties and Responsibilities

• Identifies process improvement initiatives to support Business goals and revenue objectives, makes recommendations, and executes change to improve order management systems & processes to meet quality product delivery and customer service quality standards.
• Partners with sales leadership, network and field engineering, and other key stakeholders to maximize revenue, drive outstanding customer experience, and achieve product delivery efficiency.
• Develops and executes strategies to standardize best practices and optimize workflow to enhance technical and operational performance.
• Planning, evaluating, implementing, and continuously improving all aspects of the order process, recognizing the impact it has on the credit & collection functions and processes
• Acts as a key point of contact for Sales personnel and Senior Leadership for sales order management business processes, reports organizational performance metrics, including product roll-out, order processing, project management activity, process efficiency, and customer satisfaction.
• Drive organizational goals and department objectives by hiring and retaining outstanding talent.
• Develops self and others, models accountability, motivates and coaches teams toward operational excellence, sets overall performance goals and performance expectations, provides training and development opportunities, demonstrates effective employee communication, and conducts effective performance management plans.
• Encourages and promotes personnel career development of others through proper coaching and evaluating and insuring right seat on the bus.
• Empowering them to resolve current issues and to develop coping strategies for the future.
• Provide a model for a healthy, trusting relationship through clear communication and setting appropriate boundaries. Acknowledging their strengths, talents and gifts and encouraging them to find ways to use them. Be an active listener and offer support and encouragement when appropriate.
• Drive improvements as a professional project management team focused on service delivery and is the customer's communications point of contact for the lifecycle of the order.
• Maintain and update playbook to outline communication expectations, including project wrap-up and handoff to ongoing maintenance, service, and support
• The role requires understanding analytics in delivering on improvements vs. the baseline.
• Report, analyze and resolve system, customer, and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
• Review and resolve complex billing issues related to Service Delivery, this would include analyzing current billings and working with both the customer and internal billing department to determine app adjustments.
• Create ongoing process improvement efforts as well as daily reporting to streamline the order flow, accelerate timeframes of the process, improve customer service mindset/ culture, and ultimately reduce credits
• Support and promote all company and departmental sales, service, and quality initiatives to increase revenue and deliver customer delight.
• Manage and maintain constant verbal and written (email) communication to customers and Partners and sub-agents.
• Engage other Momentum Departments in order to ensure successful project completion, i.e. Fulfillment, Billing, Software Engineering, Training, Carrier Relations, Technical Support, etc.

Are You a Culture Fit

Culture is extremely important to us. Momentum looks for people who are “A” players and love being around other “A” players. We expect everyone on the team to pursue excellence. If you like to have fun, work hard and collaborate with your fellow team members, then you are a likely fit for our culture.

Our Promise to You

• You will learn, grow, and find your limits
• You will work on meaningful problems
• You will be recognized for your successes
• You will step outside of your comfort zone
• You will strive for excellence in all you do
• You will be surrounded by people that care about you
• You will be surrounded by people that are as passionate as you
• You will be held accountable and be expected to hold others accountable as well

Education and Experience

• 
  A four-year undergraduate degree in Business, Sales, or Marketing is preferred.
• Previous leadership position preferred.
• Telecommunications experience is preferred.

Knowledge, Skills, and Abilities

Successful candidates will possess and be required to show the following KSAs in this role:

• Critical thinking
• Good, client-oriented communication skills

• Excellent written and verbal communication skills

• Ability to offer and receive constructive feedback
  • Including acting on feedback and making changes as requested
• Adaptability and flexibility
• Excellent ability to multitask
• Able to work both independently and within a team
• Excellent organizational skills
• Proactive
• Analytical skills
• Conflict resolution skills
• Accuracy and attention to detail
• Time management capabilities
• Capacity to meet milestones and deadlines
• Capacity to manage stressful situations
• Proficient in MS Excel, MS Word, and MS PowerPoint
• Must have a strong work ethic
• Must be available for afterhours and on-call support.

Other

Employee must be available to work afterhours as required, be able to travel for conferences, seminars, and other off-site functions and must adhere to Company policies and procedures. Regular attendance is essential (i.e. is consistently at work and on time).