Senior Telecom Provisioning Analyst

About the role

7-Eleven is an iconic family of brands with over 86,000 locations, surpassing every retailer in the world. We revolutionize convenience, restaurants and fuel through cutting edge innovation — working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of convenience.

Responsibilities

• Lead a team of Telecom Provisioning Analysts while performing complex provisioning and service delivery activities.
• Responsible for team performance, KPI management, vendor coordination, escalations, and successful delivery of telecommunications services supporting a large-scale retail enterprise with thousands of store locations, corporate offices, and distribution facilities across North America.
• Lead, coach, and assign work for a team of Telecom Provisioning Analysts.
• Establish, monitor, and report on KPIs, SLAs, productivity, order cycle times, backlog, service quality, and vendor performance metrics.
• Oversee telecom provisioning operations supporting a geographically dispersed retail environment with thousands of locations.
• Act as the primary escalation point for provisioning, carrier, and service delivery issues.
• Perform provisioning of voice, data, internet, wireless, SIP, toll-free, and broadband services.
• Coordinate installs, disconnects, moves, adds, and changes with carriers, vendors, and internal stakeholders.
• Manage order lifecycle activities including scheduling, testing, turn-up, activation, and issue resolution.
• Maintain ServiceNow, TEM, and carrier portal records and documentation.
• Partner with Retail Operations, Infrastructure, Security, Store Technology, and Project teams to support store openings, remodels, acquisitions, and technology deployments.
• Drive vendor accountability, operational excellence, and continuous improvement initiatives to improve service delivery efficiency and customer satisfaction.

Requirements

Education and Experience

• Education: Bachelors/4 Yr Degree or experience in lieu of degree
• Years of relevant work experience: 5+ years
• Years of management experience: 2+ years

Specific Knowledge and Skills

• Experience supporting large enterprise, retail, multi-site, or distributed operations environments.
• Experience managing telecommunications services across hundreds or thousands of locations.
• Strong understanding of telecom services, carrier ordering processes, vendor management, and service delivery operations.
• Experience managing operational KPIs, SLAs, and continuous improvement initiatives.
• Excellent communication, customer service, analytical, and problem-solving skills.
• Ability to balance leadership responsibilities with hands-on operational execution.