Customer and Audit Manager (GRC)

Company Description
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 Customer and Audit Manager to serve as the primary contact for audit-related inquiries, coordinating communication between teams, customers, and auditors, and managing the audit process within ServiceNow. Our Customer and Audit Manager will also ensure compliance with standards and proactively identify process improvements. Exceptional communication skills, attention to detail, and leadership abilities are essential for success in this role.
Responsibilities

• Serve as the primary point of contact for customer inquiries and concerns related to audits, utilizing ServiceNow for ticketing and case management.
• Coordinate and facilitate communication between internal teams, customers, and auditors.
• Manage the end-to-end audit coordination process within ServiceNow, ensuring timely and accurate responses to audit requests.
• Collaborate with cross-functional teams to gather necessary information for audits.
• Ensure compliance with audit requirements and standards, leveraging ServiceNow for tracking and reporting purposes.
• Develop and maintain strong relationships with customers, auditors, and internal stakeholders.
• Provide regular updates to customers on the status of audits and related activities.
• Work closely with audit teams to address and resolve issues identified during the audit process, documenting actions and resolutions within ServiceNow.
• Proactively identify opportunities for process improvements in audit coordination, utilizing data driven workflows and automation.
• Maintain accurate records and documentation related to audit activities.
• Conduct training sessions for internal teams on audit-related processes and requirements.
• Assist in the development and implementation of audit response strategies.
• Participate in the preparation and delivery of audit reports to customers.
• Collaborate with the finance and legal teams to ensure accurate representation of audit findings, utilizing ServiceNow as a centralized repository for data.
• Coordinate and participate in meetings with auditors and customers as needed.
• Monitor and report on key performance indicators related to audit coordination.
• Escalate issues and challenges in a timely and effective manner.
• Foster a customer-centric culture within the organization.
• Conduct regular reviews of customer feedback.
• Participate in the development and execution of stakeholder satisfaction surveys.
• Support the development and maintenance of customer relationship management (CRM) systems, with a focus on ServiceNow integration.
• Collaborate with internal teams to address and resolve customer complaints and concerns within the ServiceNow platform.
• Assist in the development of training materials and resources for customer service teams.
• Provide leadership and mentorship to the customer service and audit coordination teams.

Qualifications

• Bachelor's degree in Business Administration, Accounting, or a related field.
• 7+ years of experience in customer service or audit coordination roles.
• Strong understanding of audit processes and compliance standards.
• Excellent organizational and project management skills.
• Demonstrated ability to coordinate and manage customer interactions effectively.
• Exceptional communication and interpersonal skills.
• Proficiency in Google Workspace (formerly G Suite) and relevant customer relationship management (CRM) tools.
• Detail-oriented with a focus on accuracy and thoroughness.
• Proactive problem-solving and decision-making capabilities.
• Familiarity with auditing software and tools, particularly experience with ServiceNow.

Base pay range: $136,900 - $155,000, commensurate with experience.
Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Fitness membership discounts
• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.