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Service Operations Manager

Company: Calero-MDSL
Location: Phoenix
Posted on: May 16, 2022

Job Description:

US Candidates Only

The Service Operations Manager (SOM) is a critical role in delivery of Calero-MDSL's services to clients and ensuring successful client experiences that are consistent with Calero-MDSL's high standards. The SOM is the account level point-of-contact for multiple clients and is responsible for managing account level transactions including invoicing, inventory and audit services. The SOM will also be proactive in identifying potential opportunities for on-going client satisfaction and taking action to address those opportunities.


  • Provide account level operational support to an assigned portfolio of customers
  • Management of the daily operations within their team
  • Manage customer escalations and identify preventative measures
  • Maintain relationship with appropriate points of contact throughout the customer organization including the decision making
  • Maintain a proactive approach to operational and service issues, ensuring KPIs and SLAs are met
  • Management of operational issues by understanding impact, identifying solution options, liaising with the necessary internal and
    external stakeholders
  • Prepare and deliver monthly operational service review for each customer ensuring operational stability
  • Producing reports and communications to provide insight on the key highlights, low-lights, issues and risks.
  • In conjunction with the assigned Client Success team member, support the preparation and delivery of the Quarterly Business Reviews (QBRs) for assigned customer base as defined in the Business Review Schedule to include ongoing savings initiatives, optimizations, customer challenges
  • Monitor and track financial compliance against contract ensuring customer billing accuracy
  • Conduct line management responsibilities including, but not limited to, talent acquisition and management
  • Assign goals and objectives for their team and drive employees to achieve targets assigned to support overall business objectives
  • Conduct regular reviews with employees (1:1's) and responsible for team engagement and performance
  • Acts as a mentor to individual contributors, including training new members of the team on all processes
    • Bachelor's degree and/or related business experience preferred
    • Consideration may be given to a candidate with a degree in lieu of experience.Experience:
      • 1-3 years' telecom experience preferred
      • 1-2 years' experience managing and/or leading a team
      • Some experience managing multiple customers with exposure with complex clientsKnowledge/Skills:
        • Ability and experience to manage a monthly recurring revenue book of business of less than $150k
        • Demonstrated 'customer satisfaction' consistently over 12+ months
        • Working knowledge of Microsoft Office Suite (Outlook, Excel, Word, PowerPoint), data entry systems
        • Proven critical thinking skills
        • Strong interpersonal and negotiation skills
        • Effective communication skills; oral and written
        • Extremely detail oriented
        • Good understanding of telecommunication expense management and auditing
          Calero-MDSL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with disability.

Keywords: Calero-MDSL, Phoenix , Service Operations Manager, Executive , Phoenix, Arizona

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