Customer Operations Manager – Hargray Fiber
Do you have a strong understand of order management business processes with special emphasis on continuous improvement in the areas of efficiency, productivity, revenue integrity, and enhanced customer experience? Are you passionate about leading a team of colleagues towards a common goal? Then you should join the Hargray Fiber team as a Customer Operations Manager!
The Customer Operations Manager is responsible for managing cross-functional teams that support and manage the execution of service orders, service requests, contracts, porting, collections, project and capital expenditure management with the goal of envisioning and delivering customer delight to our business customers and sales reps.
The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of almost 600 colleagues across 8 locations is committed to excellence, delivering the most advanced technology and the best service for our customers.
Duties and Responsibilities: Including but not limited to the following.
Identifies process improvement initiatives to support Commercial Business goals and revenue objectives, makes recommendations, and executes change to improve order management systems & processes to meet quality standards in product delivery and customer service.
Partners with sales leadership, network and field operations, and other key stakeholders to maximize revenue, drive outstanding customer experience and achieve product delivery efficiency.
Develops and executes strategies that contribute to standardizing best practices and optimize work-flow to enhance technical and operational performance.
Owns and leads the cross-functional team to improve and maintain the quality of LNP process.
Plans, evaluates, implements, and continuously improves all aspects of credit & collection functions and processes.
Serves as Subject Matter Expert (SME) on LNP process, rules and regulations and to resolve provisioning and porting issues.
Manages billing and collections team and provide analysis and KPI reporting for billing and collections functional area.
Ensures Order Management and Sales Support organization is in alignment with company and region-specific policies and procedures, including compliance with all federal, state and local commission and agency rules and regulations.
Collaborates with product managers to ensure the Order Management team has a thorough understanding of new products and provides product feedback.
Acts as key point of contact for Commercial Business Sales personnel and Senior Leadership for sales order management business processes, reports organizational performance status including product rollout, order processing and project management activity, process efficiency and customer satisfaction.
Drives 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.
Conducts formal performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year-end performance review. Assists agents with career development.
Provides guidance and feedback to Coordinators regarding project schedules to identify when each task will be performed and to identify risks to schedule, scope or budget.
Reports, analyzes and resolves system, customer and operational issues that impact service quality. Strives to provide all customers with an outstanding customer experience.
Stays informed of all new products and services and ensures that agents are properly trained to handle questions about any of them.
Supports and promotes all company and departmental sales, service and quality initiatives to increase revenue and deliver customer delight.
Minimum Qualifications: Only candidates who meet the minimum qualifications will be considered.
Minimum 5 years’ experience in the Telecommunications industry installing and/or supporting voice, data and video services.
Must build and maintain effective working relationships to ensure business objectives and priorities are successfully supported, communicated and executed within the Commercial Business organization.
Must be familiar with basic Telco terms and infrastructure.
Must understand broadband service offerings (CATV facilities, Digital Subscriber line, and Fiber to the Home) and effectively communicate that technology to customers.
Must be a self-starter able to work without close supervision and to think independently.
Proficient in personal computer use with good keyboard skills.
Excellent interpersonal communications skills including a proven ability to listen and understand customers, as well as ability to work in a team environment.
Must be willing to work a flexible schedule including days, nights, weekends and holidays.