Supervisor, Order Processing – SVT

Zayo Group

About The Position

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises. Zayo is seeking a Supervisor, Order Processing to be responsible for overseeing the day-to-day execution of order management activities, including move, add, change, and upgrade requests, ensuring accurate and timely processing in support of Sales and customer experience. This role is a player/coach who leads a team of Order Experts who perform routine order administration tasks, ensuring adherence to SLAs, data integrity, and established workflows. Operating within a defined scope, our Supervisor, Order Processing provides daily direction, prioritization, and support to the team while also acting as a player-coach, stepping in to assist with order processing and issue resolution during periods of high volume or operational risk. This role partners closely with Sales, Deal Management, Solution Engineering, and Order Validation teams to ensure efficient execution and alignment.

Requirements

Bachelor’s degree or equivalent experience required.
Minimum of four (4) years of experience in order management, sales support, or telecom operations.
Experience with Salesforce or similar CRM systems.
Ability to manage workload in a high-volume, SLA-driven environment

Nice To Haves

Prior experience mentoring or leading team members preferred.

Responsibilities

Queue & SLA Management Oversee and support daily order intake and processing queues, ensuring alignment to SLA targets. Assign and prioritize work across the team to maintain throughput and minimize delays. Monitor order progress, identify bottlenecks, and take corrective action to ensure timely completion
Order Execution & Support Support and guide team members in processing move, add, change, and upgrade requests. Ensure adherence to established procedures for order creation, updates, and validation. Assist with troubleshooting routine order issues and resolving common errors. Escalate complex or non-standard requests to appropriate teams
Team Leadership & Daily Oversight Supervise frontline Order Experts performing routine operational work. Provide clear daily direction, workload prioritization, and performance expectations. Reinforce adherence to SLAs, quality standards, and data accuracy requirements. Conduct regular coaching, feedback, and onboarding support for new team members. Serve as a point of escalation and support for team members
Cross-Functional Communication Act as a primary point of contact for day-to-day coordination with Sales, SE, DM, and OV teams. Facilitate information exchange to ensure timely order processing and issue resolution. Communicate order status, risks, and blockers to stakeholders as needed
Process Adherence & Continuous Improvement Ensure consistent use of defined order processing workflows and intake requirements. Identify recurring issues or inefficiencies and provide feedback to leadership. Support implementation of process updates, documentation, and training materials
Data Integrity & Reporting Ensure accuracy and completeness of order data within Salesforce and related systems. Track team performance against SLAs, volume, and quality metrics. Provide visibility into queue health, trends, and operational risks.