Manager, Service Assurance

Company Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 133,000-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.
Customer Technical Assistance Center (CTAC) is an extension of the Managed Service Assurance Team and is the first point of contact to provide technical, engineering level support for all of the EDU and Public Sector product suites deployed to Education Districts, and Health Care customers. The CTAC Manager will provide daily oversight and leadership to CTAC analysts and engineers. The team resolves over 90% of all inbound customer needs during the initial contact. The CTAC also monitors a multi-state network and related services to provide 100% proactive notifications for outages that occur. Customer Service and technical excellence are required to drive key ITSM Service Management processes and KPI's.
Responsibilities

• Manage the day-to-day department staffing to ensure coverage matches the predictive model created to handle customer volumes. Recruit and retain highly qualified individuals and encourage employee career growth through training and challenging work that delights customers.
• Following Zayo's code of service excellence, conduct regular employee one-on-one meetings and prepare yearly performance evaluations that focus on individual coaching and mentoring. Assess areas of training needs and develop training plans for individuals or the entire team. Customize training to each individual to ensure each person provides high value and timely support that will positively impact a customer.
• Develop and maintain cross-departmental relationships with peers and other leaders throughout ENA. Work with product managers to obtain details around existing and upcoming product features that will be supported by the CTAC team.
• Actively engage in customer escalations and lead direct reports through complex, customer impacting events. Coordinate your team's activities with other teams to search for and provide permanent resolutions. Using ITSM problem management practices, seek solutions that prevent similar events from reoccurring in the future. Interface with strategic external partners but drive them to provide expected solutions. Keep upper management informed of schedules, priorities, and problems.
• Using KPI's, monitor team performance and create procedures and establish new processes that drive improvement of all team functions, especially regarding Zayo highly valued, proactive network monitoring and customer notification. Utilize incident management disciplines to create incident escalation guidelines and notifications in partnership with the engineering teams. Ensure that CTAC hardware, software, and monitoring tools are always operating at optimal levels.
• Collect, evaluate, and publish team and individual performance KPI's from various systems. Identify new KPI's that drive improvement and highlight the value the team brings to a customer. Review resolutions to complex problems and provide thorough and accurate written Root Cause Analysis documents that can be shared with Zayo management teams, ASM's and Customers.

Minimum Expectations of a Manager:

• Is sought out for assistance with departmental and interdepartmental issues
• Ensures direct reports are trained and receive development to improve the skills and knowledge
• Impact directly supports Zayo achievement of short term and long term success
• Identifies resources required to achieve departmental deliverables
• Set goals, give and receive feedback

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:

• This position requires 4 years of customer service experience in a support center related environment associated with technology, as well as a minimum of 2 years' experience in a management or supervisory capacity.
• A bachelor's degree in a related field is preferred.
• The candidate should have excellent knowledge of customer service practices and procedures as well as a keen understanding of what it takes to delight customers, motivate individuals directly and to inspire individuals to work as a team.
• Be an advocate for Zayo both internally and externally and facilitate positive interactions between teams.
• Experience with network connectivity (High speed fiber circuits, Telephone/VoIP, Wi-Fi) with direct experience in dealing with carriers, customers, and remote operations teams is required.
• The ability to quickly diagnose network operation issues using common network tools is needed. This is a hands-on position; knowledge of carrier policies and procedures is required.
• Experience with working in a ticketing system and ACD operations/functionality is required.
• CCNA or CCNP certifications are desirable.
• ITIL Foundations certification preferred or to be completed upon hire.

Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, blueprints, or technical procedures.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from managers, clients, and customers.
Able to handle general business negotiations.
Reasoning Ability:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

Physical Demands:

• While performing the duties of this Job, the employee is regularly required to sit and talk or hear.
• The employee is occasionally required to stand and walk.
• The employee must occasionally lift and/or move up to 20 pounds.

Work Environment:
The role is remote but may require in office visits for all hands meetings and collaboration. Local to Nashvile, TN is preferred but not required.
Base pay range: $90,000 - $100,000, 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.