Operational Support Manager

Operational Support Manager

Job Responsibilities:

This position can also be filled in Santa Ana, CA

General Summary:
Project-manages large customer opportunities from order entry through installation of service. Manages customer and internal expectations to ensure a positive customer experience.


Essential Duties and Responsibilities:

1. Assist the Account Team with pre-sales activities to support the development of business opportunities and complex customer solutions to actively contribute to the sales approach for securing business.
2. 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.
3. Act as the single point of contact for the Customer and Account Team during the implementation cycle and as the Customer's advocate to drive all operational issues and concerns to resolve. Influence others to ensure a positive outcome for both the customer and XO.
4. Research, prepare and deliver operational overview and monthly service reporting to designated customer base and develop service improvement plans with internal organizations where applicable as requested by customers or deemed appropriate based upon operational performance data.
5. Analyze ongoing support and account issues and manage the necessary XO groups to a successful resolution of customer requests.
6. Build strong relationships with the Service Delivery, Operations and Network Services organizations to ensure everyone is providing superior service to the customer.

Minimum Qualifications:

Minimum Qualifications:
• Education: Bachelor's Degree or Equivalent
• Licensures: Project Management Professional Certification and
Cisco Certifications (CCNA or CCDA) Preferred
• Relevant Work Experience: 7-10 years Telecom and directly related work experience


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.

Specific Computer Skills

Software
• Microsoft Office Suite Required
• Microsoft Project Preferred
• Visio Preferred

Operating Systems
• Windows Required