Platform Operations Lead- Verizon External Systems

Cellular Sales

Platform Operations Lead- Verizon External SystemsClassificationExempt

Reports toSr. Platform Manager – External Systems

JOB DESCRIPTION

Summary/ObjectiveThe Platform Operations Lead plays a key role in supporting the Sr. Platform Success Manager by overseeing the day-to-day operations of external systems, managing partner relationships, training coordination, internal communications, system administration, and supporting the overall operational health of external systems. This self-starter will ensure that internal teams are trained, informed, and equipped to handle system-related challenges while optimizing processes across multiple functions.

Essential Functions

1. Partner Relationship Management:•Serve as the primary point of contact for external partners, including Verizon, ensuring effective communication and collaboration.•Manage the relationship with Verizon and other key partners, ensuring that feedback is gathered, analyzed, and communicated clearly to drive improvements in systems and processes.•Coordinate with the Sr. Platform Success Manager to prioritize, track and escalate issues with partners and ensure timely resolution.

2. Training Coordination & Development:•Develop, implement, and manage internal training programs related to platform/system usage, updates, and best practices.•Collaborate with internal teams to create and update training materials, ensuring they align with new system updates, enhancements, and processes.•Facilitate training sessions, workshops, and onboarding programs to ensure internal teams are well-prepared to use external systems efficiently.

3. System Administration & Maintenance:•Oversee system administration tasks, including user access, system performance monitoring, updates, and troubleshooting.•Ensure the technical side of system improvements aligns with internal business needs, coordinating with the Sr. Platform Success Manager and technical teams to implement system changes.•Work proactively to resolve system-related issues and improve platform stability and functionality.

4. Internal Communications Management:•Lead internal communication efforts regarding system updates, training materials, operational changes, and important partner communications.•Develop and maintain a communication framework to ensure all stakeholders are regularly updated on system performance, issues, and improvements.•Ensure that all teams are well-informed about the status of systems and any upcoming changes that may impact their daily operations.

5. Systems Analysis & Continuous Improvement:•Collect, analyze, and report on internal feedback to identify pain points or areas for improvement in system performance or user experience.•Work with cross-functional teams to prioritize improvements and collaborate on solutions that will enhance system functionality and meet business requirements.•Monitor system data to proactively identify potential issues and ensure ongoing optimization.

6. Internal Support Management:•Oversee the internal support team, ensuring they have the resources and guidance necessary to resolve system-related issues.•Collaborate with the Sr. Platform Success Manager to establish and refine escalation paths and support protocols.•Ensure that support requests are triaged effectively and that team members are empowered to handle issues independently when possible.

7. Administrative Support:•Provide administrative support to the Sr. Platform Success Manager, managing schedules, documentation, and reports related to platform operations.•Assist in coordinating team meetings, project timelines, and ensuring that deliverables are met on schedule.•Maintain documentation for external systems, processes, and best practices to ensure consistency and accessibility.

Competencies

1. Attention to Detail: Taking responsibility for a thorough and detailed method of working.2. Customer Focus: Knowing the (internal and external) customer business needs and acting; accordingly, anticipating customer needs, and giving high priority to customer satisfaction and customer service.3. Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.4. Initiative: Spotting opportunities within a circle of influence; anticipating threats and acting on them; self-starting rather than waiting passively until the situation demands action.5. Organizational Awareness: Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization.6. Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.

Supervisory ResponsibilityThis position has supervisory responsibilities.

Work EnvironmentThis job is a remote position.

Physical DemandsMust be able to sit for long periods of time. Must have reliable transportation.

Position Type/Expected Hours of WorkThis is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m.

Travel0 – 10%

Required Education and Experience1. 2-year degree2. Minimum of 3-5 years of relevant experience in platform operations, system administration, or partner management roles.3. Proven expertise in managing relationships with key partners or vendors, especially in technical or platform-focused environments.4. Experience with system administration tools, data analysis, and reporting techniques.5. Strong knowledge of troubleshooting techniques and platform performance monitoring.6. Excellent written and verbal communication skills to effectively engage with internal teams and external partners.7. Experience in training development, delivery, and implementation, particularly in technical environments.8. Strong problem-solving skills and the ability to identify operational inefficiencies and implement improvements.9. 2-4 years client facing support services

Preferred Education and Experience1. 4 year degree2. Partner Management: Experience in managing relationships with external partners and vendors to drive improvements and ensure smooth collaboration.3. Training & Development: Strong skills in developing and implementing training programs, ensuring effective knowledge transfer.4. System Administration: Technical expertise in managing, troubleshooting, and optimizing external systems and platforms.5. Communication Skills: Excellent written and verbal communication skills to effectively engage with internal teams and external partners.6. Analytical Thinking: Ability to analyze feedback and data to identify opportunities for system improvements and operational efficiencies.7. Support Management: Experience in managing support teams and ensuring they are equipped to handle technical issues efficiently.8. Administrative Skills: Strong organizational and time-management skills to support the Sr. Platform Success Manager with administrative tasks.

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)1. Experience in operations/business management and vendor management2. Trend analysis, qualitative and quantitative data analysis3. Mobile Industry or Retail background preferred 4. Proficient in MS Office (Excel, Word, PowerPoint)

AAP/EEO StatementReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.