Manager, Business Service Delivery

About the role

At Sparklight/Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.

Responsibilities

• Managing and overseeing a consolidated service delivery team responsible for all activation activities that consist of end-to-end order management, customer communications and engagement, order entry, full project management oversight when construction is required, scheduling of installations, quality assurance, and pre-installation customer care for Business customers.
• Embrace and drive a culture of delivering white glove service to all associates and customers with an eye towards driving continuous improvement with order velocity to be competitive in a changing environment.
• Establishes policies, procedures and practices for Business Service Delivery teams.
• Provides direction to teams responsible for project management and order fulfillment activities.
• Ensures team members adhere to established practices and policies.
• Conducts periodic reviews to ensure orders are on track and committed timelines are met.
• Conducts post-activation reviews to ensure achievement of business objectives.
• Works with internal product, technical and other teams to ensure order velocity is achieved.
• Provides feedback to product support, operations management, marketing, and other teams based on customer use cases, adoption blockers and related issues and concerns.
• Advocating for and driving improvements related to the associate and customer experiences in a high change environment.

Qualifications

• Bachelor’s degree or equivalent work experience
• At least 7 years’ relevant experience

Skills

• Committed: Values each and every customer, while working hard to keep their business and support our communities.
• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

• Medical, dental, and vision plans – start when you start!
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k) - 100% company match up to 5% of eligible compensation. Starts from day 1.
• Group Legal plan with Identity Theft Protection
• Tuition reimbursement (up to $5,250 on 1st year)
• Up to seventy-five dollars a month towards cable and internet services
• Annual community support to various organizations across the U.S.
• Associate recognition & awards programs
• Advancement opportunities
• Collaborative work environment