This position is responsible for executing process tasks, documenting reported problems from field operations and identifying issues in our operational execution. A significant portion of time will be spent in data collection, root cause analysis and outlining operational issues. This role will also include developing alternatives and solutions to mitigate and/or eliminate operational problems, and suggesting new solutions.
To be successful in this role, the Partner Account Operations Manager must be NT and IT savvy. The role requires the translation of system logics into a customer experience impact to drive solutions and set expectations of partners.
Resolve operational issues impacting our MVNO and/or their customers by pulling reports, analyzing data, determining root cause, and working with the Wholesale Team, our Partners and other T-Mobile functional departments, e.g. IT (AS Retail Activations, billing, mediations), Engineering (IREG, NOC), Customer Care (Tier II and III), Revenue Accounting, Numbers Management, Law Enforcement, and Fraud.
Assess operational impacts of upcoming changes to policy, procedure, process, product and/or services, including creating operational business requirements and participating in business acceptance testing for projects/initiatives, i.e. UAT and/or validation testing. Communicate to partners appropriately.
Execute and/or monitor assigned processes and procedures which include tracking, reporting, documenting and communicating the performance of day-to-day operational processes and production issues to partners and internal stakeholders.
Identify process improvements and re-engineering opportunities, and collaborate with Product Development teams and/or technical teams to develop solutions.
Monitor ticket resolution processes and ensure established SLAs are met. Understand and manage priorities based on impacts, resolve issues in a timely manner, set clear expectations, meet commitments, follow up on open action items and escalate appropriately.
Also responsible for other Duties/Projects as assigned by business management as needed.
Occasional non-business hour support required.
3+ years operations experience supporting systems, networks, and/or processes.
3+ years’ experience in a role requiring information gathering and analysis, and problem and root cause analysis such as Business, Operations, System or Finance Analyst position.
Superior Communication, presentation and interpersonal skills. This position requires the ability to communicate and build strong relationships across many lines of business at all levels internally and externally.
Competency in MS Office. Experience required with data analysis software and tools such as Access, Excel and SQL.
Self-motivated and independent. The candidate must have highly developed organizational skills to manage multiple priorities.
Proactive in identifying opportunities for improvement and developing recommendations.
Bachelor’s Degree preferred. Additional experience considered in lieu of degree.
At least 18 years of age.
Legally authorized to work in the United States
Pre-employment background screen.