Senior Manager Enterprise Implementation

Grande Communications is currently searching for a Senior Manager of Enterprise Implementation in our San Marcos, Texas office. This position will be responsible for creating and managing the strategic direction and daily activities of the Business Solutions Implementation team to ensure a best-in-class customer experience for the order implementation process from order receipt through activation and order closure for the Business Solutions customer segment.

In this role, the primary position responsibilities will include:

• Oversees the daily activities of the Service Order Management Team in meeting and exceeding the Business Solutions customer expectations with respect to the implementation of new and customer base change orders.
• Identifies opportunities for improvement to the overall Business Solutions order process flow. Works with the management in various departments to develop, define or refine new and existing processes to create efficiencies and streamline order flow within Grande’s internal systems to meet required revenue goals as well as reduce interval time-frames. Verifies that any process improvements implemented have produced the expected results and overall decreases in order intervals.
• Serves as point of contact and leader for all internal and external teams for orders in Escalation/Expedite/Jeopardy status or that are critical in nature for the Business Solutions customer segment. Ensures final order closure and completion meets agreed upon Desired Due Date for the Customer’s order(s).
• Provides guidance, recommendations, coordination and cooperation with our corporate brands to effectively implement orders across shared network footprint for installation/activation according to the Customer Desire Due Date. Up to 20% travel required.
• Acts as the department subject matter expert for all system and web tools needed to process Business Solutions customer orders. Provides guidance, coaching and leadership to the team as needed from a system perspective as well as developing and maintaining the proper measurements to ensure orders are being implemented according to customer expectations.
• Builds and maintains an effective team by developing, mentoring, and coaching department staff while instilling and maintaining a positive, “can do” attitude. Works across departments to establish business continuity with a common goal of effectively meeting/exceeding customer expectations on order implementation.
• Creates and maintains proper documentation on current workflows. Provides emphasis on training and re-training of staff to provide the necessary tools for success as well as re-enforce the culture of providing best in class service to our Business Solution customers.
• Recommends and communicates metrics for measuring team productivity while continuing to develop methods for improving productivity. Provides accurate forecasting of install, customer base changes and disconnects on an ongoing basis.
• Serves as a liaison to senior management and other support groups.
• Other duties as assigned.

Our ideal candidate will possess:

• Education: Bachelor’s degree or eight to ten (8-10) years of equivalent relevant experience required.
• Minimum of five (5) years experience in a leadership role in Enterprise implementation or order fulfillment in the Telecom or Cable industry.
• Demonstrated expertise in service delivery and process management for Enterprise class customers with a true customer focus.
• Ability to effectively and efficiently prioritize and multitask simultaneous projects while working across various departments and organizations.
• Excellent process management, technical, and problem-solving skills.
• Strong communication, technical, and computer skills.

Does the above describe your talent and expertise? Are you ready for the next step in your career?

If so, WE WANT TO HEAR FROM YOU!

Apply now for immediate consideration!