As the Manager of Network Project Management and Order Assurance at vCom, you’re responsible for the leadership, oversight, and success of both teams. With responsibility for the Order Management phase of our Operations Management platform you will be responsible for the installation, documentation and ongoing support of voice, internet, cloud, data services and UCaaS/SaaS solutions. You’ll focus on making an impact through clearly defining success and achieving those results, while empowering the team to create and execute on the necessary processes. As the lead liaison between vCom, its clients, and service providers, you’ll manage the operations teams to ensure customer satisfaction, revenue growth, customer retention, and profitability.

You’re a great communicator – someone who listens well, can easily provide feedback and coaching, and believes in transparency. You prioritize building a cohesive team (both US and overseas) that functions effectively to ensure timely, accurate delivery and support of sold services. Your curiosity drives you to push yourself to learn and change, embracing the opportunity to change positively at each opportunity. You’re motivated, not overwhelmed by, the pace and volume of the workload. If we asked your current or prior teammates, they would tell us that honesty, integrity, enthusiasm, and creativity are at your core

In your first month, you’ll:

• Get to know your team
• Build a basic understanding of our model, customers, carrier partnerships, products, and intro to our process

In your first 3 months, you’ll:

• Take a deeper dive and expand on your understanding of the above
• Understand the metrics associated with our team being successful
• Establish regular cadence meetings with your team
• Build relationships with your team and throughout the org

In your first 6 months, you’ll:

• Rally the team to execute on your process improvements and embrace change
• Help the team drive projects to completion
• Dive into partnerships with customers and partners

What you’ll do:

• Work with team on establishing relationships with new customers through a high-touch approach (kick off calls, follow up, timely, and responsive updates), and the development of customer-specific implementation plans
• Work with team to proactively identify opportunities to develop, maintain and/or improve existing customer relationships, by understanding their business requirements, drivers and needs
• Work with team to proactively identify opportunities to develop, maintain and/or improve existing carrier partnerships, by understanding our business requirements, drivers and needs
• Develop and maintain a clear quantitative and qualitative understanding of customer implementation efforts (including but not limited to delivery and MACD SLAs, technical oversight, satisfaction, scope change and engagement), and develop improvement strategies. Maintain a clear vision of the depth and breadth of vCom’s relationship with strategic customers and carriers
• Develop methodologies to assess workload, responsibilities, technical training and the tools available to effectively support the customer base, and ensure customer retention
• Work closely with Executive Management and other division leaders to ensure that a customer’s implementation experience and messaging are consistent across all interactions
• Work with Executive Management to build and implement business processes and guidelines for Project Management, Network Provisioning and Mobility Teams, to successfully support customers
• Review and evaluate current business processes, and assess the need to update or change them to improve quality of service or create efficiency

Ongoing Management:

• Work with VP of Operations to establish Division structure and needs as they tie to vCom’s and its customers’ needs; recruit, hire and train qualified personnel based on the Division structure
• Work with leads to oversee employee training and skill assessment to ensure effectiveness, cross-training and proper work distribution
• Coach and support leads through ongoing employee assessments and dialogue, and provide direct and frequent feedback to staff, to ensure sufficient, bi-directional communication and continued improvement
• Evaluate ongoing team performance against vCom’s objectives, and work with Team and Executive Management to identify opportunities for improvement
• Provide leadership and build a cohesive team environment that promotes organizational health
• Collaborate with Sales Leadership to ensure a successful implementation approach that promotes revenue generation
• Work with the Operations Teams in assessing team performance against vCom’s SLAs; work with Team and Executive Management to identify solutions to correct outliers
• Work with Finance to help support billing disputes on carrier and vendor invoices
• Act as an escalation point for projects, service and implementation, for internal and external customers and partners

Compensation:

• $105,000-$115,000, plus vCom's generous benefits package

What you’ll bring:

• 5+ years of successful experience in Customer Operations Management within Telecommunications
• 5+ years of successful track record in managing service delivery and project management teams
• Ability to cultivate and sustain customer and carrier relationships
• Ability to prioritize multiple projects concurrently
• Resourceful, organized, and independent; goal oriented
• Highly developed interpersonal skills with the demonstrated ability to interact among all levels of the organization
• Ability to cope with stressful situations and maintain a calm and professional demeanor
• Self-motivated with high learning aptitude and initiative
• Excellent written and verbal communication skills
• Strong PC application skills
• Strong analytical and problem-solving skills
• Superior time management and multi-tasking skills
• Attention to detail and accuracy
• BA/BS, or equivalent experience

It’s also helpful if you’ve got:

• MBA, or Equivalent experience
• 5+ years of successful carrier relations management experience

The Selection Process

• After submitting a resume, qualified candidates will be invited to complete two separate assessments
• Once the assessments are completed, candidates will participate in a pre-screening phone screen with Human Resources
• A select group of candidates will be interviewed (rounds of interviews may include the team, the Director of Engineering, the VP of Operations Management, and the COO)

Eligibility

Only those candidates authorized for work in the United States will be considered for employment as we are not sponsoring employment visas for this role.

Why vCom is a match for you and what you’ll love here:

• Culture matters to you. You belong with us. Practice Transparency, Authenticity, & Vulnerability daily.
• You want a career where you are. Our distributed team is closer than ever. Join a team that has been working from anywhere since 2004, staying connected live and within chat group communities.
• You are driven to be a part of a winning team. Our teams our small, but mighty. Be an integral part of a tight-knit group of valueCreators focused on making a positive impact through teamwork.
• You have a growth mindset. We’ve got opportunities to help you grow. Design your career path to fulfill your interests, while achieving business needs.
• You want to have fun at work. We know how to achieve results and have fun together. Deepen bonds with customers and coworkers beyond the daily work.
• You work hard at all you do. Give and receive recognition here. Celebrate peer, team, and org-wide successes.
• Gratitude and giving back are core to who you are. Help us make a difference in YOUR community. Be the change you wish to see by utilizing 8 hours of FREE paid time off to volunteer for an organization of your choosing.
• You take care of our customers. Our benefits take care of you (and your family). Prioritize your wellness - physically, mentally, and financially – with vCom’s generous benefits and wellness programs.

About vCom

vCom is a cloud-based software and managed services company focused on helping enterprises simplify and better manage every phase of the lifecycle of their IT spend. Our growth, innovation, and strong customer relationships are driven by our incredible employees. We are obsessed with delivering amazing experiences for our customers and team members. vCom has received the prestigious Best Places to Work award in the SF Bay Area for 16 years in a row and has been named one of Glassdoor's Best Places to Work (Employee's Choice, Small Business List).

EEO Statement

vCom Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

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