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The Director of Network Access Order Management will oversee all aspects of order processing between customers and carriers, ensuring a seamless experience for business customers and sales representatives. This role requires a solution-oriented individual with a strong background in circuit design, purchasing, and implementation. The director will manage cross-functional teams that coordinate network implementations, service requests, contracts, and overall service delivery. The goal is to deliver exceptional customer satisfaction while effectively managing the complexities of order management. In this position, the director will be responsible for leading a team that generates customer service orders and collects technical information. They will maintain constant communication with customers, partners, sub-agents, and carriers, ensuring that all parties are informed and engaged throughout the order lifecycle. The director will also manage the MACD (Moves, Adds, Changes, and Deletes) team and collaborate with the Network Design team to identify the best technical solutions for fulfilling orders. The director will drive improvements in service delivery by acting as the primary point of contact for customers and ensuring that all order management systems and processes meet quality standards. They will identify process improvement initiatives that align with business goals and revenue objectives, making recommendations and executing changes as necessary. Additionally, the director will oversee large accounts with staged implementations, quickly resolve rejected orders, and maintain an updated playbook outlining communication expectations. Reporting and analyzing system, customer, and operational issues will be a key responsibility, as will resolving complex billing issues related to service delivery. The director will also review the economics of deals to ensure that margins are met and act as a key contact for sales personnel and senior leadership regarding sales order management processes. Developing team members, modeling accountability, and providing training and development opportunities will be essential to fostering a culture of operational excellence.
