Overview:

The Telecom Connectivity Operations Lead is one of our most important vendor and client-facing roles at Hyper Networks. This role supports our sales and field services teams by quoting and delivering internet circuits and products to customers. The completion of each service should build greater trust in client relationships, and you will be a key part of building that trust.

You will make sure we and our customers share the same understanding of project requirements, timelines, and deliverables. You will take the lead in identifying products, building a schedule, scheduling activities, tracking, identifying potential risks, and communicating progress to stakeholders at every stage. This role serves as the primary point of contact for all issues and communication related to post-sales product and services delivery and preparing the customer for post-delivery support.

The ideal candidate will lead our customers with confidence and encouragement while making sure we fulfill our commitments. To be successful, you’ll need to be excited about identifying and resolving problems and triggering escalations to the Director of Operations when necessary.

We’re looking for a delivery champion who loves managing project details and winning customer loyalty.

Responsibilities Include:

• Secure quotes from vendors for internet circuits as requested by sales team.

• Facilitate all circuit order post-sale design, build, installation, and activation stages and close the completion of delivery in Zoho on time.

• Secure, track, and ensure proper delivery of all equipment or parts.

• Create, maintain, and report project status, next steps, and dependencies to relevant stakeholders daily in Zoho.

• Utilize Zoho for all project planning, task assignment and tracking.

• Work within the existing best practices and recommend detailed process improvements as needed.

• Identify procedural/operational issues, troubleshoot gaps, and resolve issues independently and collaboratively.

• Maximize client satisfaction through deliberate care for client needs and escalate proactively to management.

• Schedule tasks and meetings, and coordinate communication among project participants, stakeholders, distributors, contractors, telecom, agents, master agents, etc. in a prompt, productive, and understandable manner.

• Lead all product and service delivery within expected timeline and budget for prospects, renewals, upsells, cross-sells, and cancellations.

• Calm and encourages clients when addressing issues and conflicts.

Required Skills and Experience

• 8 years experience in the telecom industry

• Knowledge of and experience in CRM or information management tools.

• Intermediate skills in Microsoft Office, Teams, and other office productivity applications

• Professional communication skills with peers and senior leaders

• Passionate and professional collaboration with all project stakeholders

• Obsessively organized and disciplined with a strong preference for team engagement

Desired Skills and Experience

• 8 years’ experience in technology or professional service-oriented company

• 8 years’ experience in client-facing service delivery role

• Bachelor’s degree preferred.

• Intermediate skills in tools for CRM, project tracking, and reporting

• Prior cyber security, networking, managed services.

Personal Attributes

• Passionate about feedback and improvement, regularly prompts others to provide critique

• Is an example of being self-directed in learning and growing and inspires this in others

• Is a pillar in the department of trustworthiness and integrity

• Models the highest values and ethics to which the company aspires

• Leads the way in connecting own work and work of others into the larger context and mission

• Is a powerhouse of goal-setting, commitment, and meeting target goals

• Passionate about the company; is a source of energy to those in the department and beyond

• Is an example of being open and respectful to all and thriving in a diverse environment

• Prioritizes information and infuses discussions with meaningful data in optimal ways

• Models effective and powerful communication whose reach extends to departments throughout the company

• Seeks maximize the connective power of their decisions within and outside the department

• Proactively resolves misunderstandings and difficulties with others; conflict resolution is exemplary and leads to greater trust and collaboration; rarely requires escalation

• Proactively incepts the creation and leadership of group projects and drives group collaboration

• Leads the way in generating positive energy, team spirit, confidence, and creativity in the department and beyond