Operations Systems Program Manager

Summary

Join Excess Telecom, a leading national provider of mobile broadband services, as their Operations Systems Program Manager. This dynamic role involves streamlining online sales channels and operational processes through collaboration with internal and external teams. You will develop, implement, and manage programs supporting seamless operations, manage project flow, and enhance customer outcomes. Data analysis will be crucial for decision-making and problem-solving. The ideal candidate is a strategic thinker, proactive, and comfortable investigating and resolving customer and system issues. This leadership position requires strong communication, coordination, and accountability skills.

Requirements

• Proven experience in program management or account management, particularly within sales channels or customer fulfillment environments
• Ability to understand, document and optimize technical workflows and system capabilities
• Previous experience in managing cross-functional teams and leading complex projects. Strong ability to analyze data and implement strategies based on insights
• Excellent organizational and coordination skills with the ability to manage multiple moving parts and stakeholders
• Strong communication skills and the ability to push back and manage external partners effectively
• Strong understanding of operations management principles and best practices
• Excellent project management, analytical, and problem-solving skills
• Strong analytical skills with the ability to interpret how data, systems, and processes intersect
• Strong communication and interpersonal skills, with the ability to interact effectively with employees at all levels of the organization
• Experience with reporting and documentation creation to drive transparency and accountability
• Experience working with logistics or fulfillment teams

Responsibilities

• Serve as the primary liaison between internal teams and external partners, ensuring seamless communication and that all operations run through a single point of contact for better alignment
• Lead efforts to maximize sales across all channels by coordinating program workflows and ensuring efficient handoffs between teams, from marketing to logistics
• Work with teams to establish monitoring systems and reporting to provide clear visibility into fulfillment, ensuring the logistics team receives accurate forecasts
• Perform data analysis to evaluate system performance, identify issues, and discover opportunities to enhance or improve customer outcomes
• Analyze data trends such as customer churn (e.g., reducing 30-day churn to 10%) and identify areas for improvement with customer engagement points both within the organization and with external partners
• Managing resources, timelines, and budgets to deliver results within set constraints
• Work across organization to implement system and program standards with regard to sales channels and customer support. Troubleshoot issues between systems and channels and work with appropriate teams to maintain and resolve data issues
• Create and manage documentation for all program activities, ensuring consistent processes and communication. Ensure all program scopes are well-defined, and deadlines from external partners are met
• Manage relationships with partners to ensure alignment with business goals and avoid inefficiencies, ensuring that everything goes through a single decision-making point

Preferred Qualifications

Familiarity with the telecommunications industry is preferred

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) Plan + Company Match
• Flexible schedule
• Paid time off