Account Svcs - Mgr

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What you will be doing...

The Order Management Manager will be responsible for managing the VOIP Order Management team. This includes working with Verizon's customers during their project implementation, overseeing the team's daily activities, and ensuring Service Level Agreements (SLAs) are met. The Verizon Order Manager - VOIP Orders will be familiar with all aspects of the VOIP Service Delivery process that involves ordering, provisioning, tracking and customer communication. A good working knowledge of Verizon Business systems is required which includes, but is not limited to: Canvas, ESAP, ProQuest, OrderPro, and IntradaPro.

In addition, this role involves communicating order milestones to clients, Project Managers (PMs), and internal teams. The Manager will also work closely with VOIP team members to resolve complex or technical issues as they become proficient in the company's processes, systems, and products.

Roles and Responsibilities:

• Managing order tracking progress throughout the order entry and delivery process until revenue is fully realized, escalating issues as needed.

• Collaborating with other departments: Order Management Manager will collaborate with various cross-functional teams and work with Sales, Project Management and National VOIP Provisioning to solve customer order issues.

• Troubleshooting issues: Order Management Manager will analyze tickets to determine if there are reoccurring system issues that require either additional user training or if there is an underlying system defect that needs to be corrected by Verizon GTS teams.

• Establishing Business Relationships: Attend meetings with the account team, stakeholders, and customers to maintain strong business relationships and clear communication.

• Managing Team: Managing and tracking order milestones from Order Manager receipt to customer acceptance. Manage order tracking progress throughout the order entry and delivery process until revenue is fully realized, escalating issues as needed.

• Coach Team: If Order Managers fail to meet SLA expectations, Order Management Manager will identify root cause and determine ways to coach the individual.

What we're looking for...

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Four or more years of relevant experience, demonstrated through work experience and/or military service

• Experience within Order Management

• Business Customer Service experience

• Experience with troubleshooting and root cause analysis

• Experience in project management or order tracking

• Telecom Industry experience

Even better if you have:

• A bachelor's degree

• Advanced knowledge of Verizon back-office systems and processes

• Management experience Strong communication skills

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.