Senior Manager, Order Experts - SVT

Zayo is seeking a Senior Manager, Order Expertsto be responsible for translating functional goals into scalable operational processes that support order execution, revenue realization, and customer experience across the Order Experts team. This role leads through subordinate managers and/or supervisors, driving execution across both the internal Order Expert team and outsourced Konecta partner teams, ensuring alignment to broader SVT and company objectives.

This leader owns end-to-end Order Expert performance, including SLA adherence, queue health, quality, and system effectiveness, while designing and implementing operational strategies to improve throughput, reduce friction, and enable sales efficiency. Our Senior Manager, Order Experts operates in a highly cross-functional environment, partnering with Sales, Solution Engineering, Order Validation, Product, and external vendors to solve complex, ambiguous challenges and deliver measurable business impact.

While primarily focused on leadership and operational strategy, this role maintains a player-coach mindset, ensuring teams are supported during high-volume periods and that leadership remains closely connected to frontline execution.

RESPONSIBILITIES:

Business Impact & Operational Strategy

• Translate business objectives and goals into scalable operational processes across the Order Expert function.

• Own end-to-end performance for order execution, including SLA adherence, cycle time, quality, and backlog management.

• Design and implement operational initiatives that improve efficiency, reduce rework, and increase throughput across internal and Konecta teams.

• Identify risks to business performance (e.g., backlog, SLA breaches, intake gaps) and implement mitigation strategies.

• Drive continuous improvement efforts that directly impact bookings, revenue realization, and customer experience.

Leadership & Organizational Management

• Lead a function through subordinate managers, supervisors, and/or senior individual contributors across internal and outsourced teams.

• Set clear performance expectations and establish KPIs aligned to business objectives across both Zayo and Konecta resources.

• Coach and develop leaders, ensuring consistency in execution, accountability, and quality standards.

• Own vendor strategy and oversight, including performance management, capacity planning, and scope alignment for Konecta.

• Drive a unified operating model across internal and outsourced teams to ensure seamless execution and customer experience.

Problem Solving & Decision Making

• Address complex, ambiguous operational issues that are not clearly defined or documented.

• Design and implement solutions that balance speed, accuracy, scalability, and customer impact.

• Establish frameworks and guardrails to improve decision-making across teams.

• Lead cross-functional problem resolution for systemic issues impacting order intake, execution, and downstream workflows.

Cross-Functional Communication & Influence

• Partner with Sales leadership, Product, SE, OV, and external stakeholders to align on priorities and execution strategy.

• Act as a key escalation point for high-impact or sensitive issues affecting order execution and customer experience.

• Influence stakeholders across multiple business units to drive alignment on process, tooling, and prioritization.

• Communicate operational performance, risks, and strategic initiatives to senior leadership.

Business & Technical Acumen

• Maintain an advanced understanding of order workflows, product structures, and downstream service delivery impacts.

• Leverage data to identify trends, inform decisions, and drive operational improvements.

• Ensure alignment between system capabilities (Salesforce, Tranzact, SOM, etc.) and business objectives.

• Understand evolving business needs and adjust operational strategies accordingly.

Breadth & Complexity

• Operate across a broad scope of operational and strategic initiatives, balancing short-term execution with long-term scalability.

• Evaluate complex situations involving multiple variables (systems, processes, stakeholders, capacity, vendor performance).

• Lead initiatives that span multiple teams, functions, and business units.

Player-Coach & Execution Support

• Maintain visibility into day-to-day operations and team workload across both internal and Konecta teams.

• Step in to support execution or provide hands-on guidance during periods of high volume, critical deadlines, or operational risk.

• Ensure leadership decisions are grounded in a clear understanding of frontline workflows and constraints.

QUALIFICATIONS:

• Bachelor's degree or equivalent experience required.

• Minimum of seven (7) years of experience in telecom, order management, sales support, or operations environments.

• Minimum of three (3) years of experience managing managers or leading multi-layered teams.

• Experience managing or partnering with outsourced/vendor teams (e.g., Konecta) strongly preferred.

• Strong experience in cross-functional program or operations management.

• Working knowledge of Salesforce, Tranzact, SOM, or similar systems.

• Proven ability to operate in ambiguous, fast-paced environments and drive structured outcomes.

CORE COMPETENCIES

Strategic Execution

• Converts business objectives into operational processes and measurable outcomes.

• Balances immediate execution needs with long-term scalability.

Leadership & Influence

• Leads through others (managers/supervisors) across internal and outsourced teams.

• Influences cross-functional stakeholders without direct authority.

Advanced Problem Solving

• Navigates ambiguity and develops solutions for undefined or complex challenges.

• Applies structured thinking to improve systems, processes, and outcomes

Communication & Stakeholder Management

• Engages effectively across multiple levels of the organization, including senior leadership.

• Drives alignment across teams with competing priorities.

Business Acumen

• Understands how operational performance impacts revenue, customer experience, and company strategy.

• Uses data and insights to inform decisions and prioritize initiatives.

WORK ENVIRONMENT

• High-volume, SLA-driven operational environment with significant cross-functional dependencies.

• Requires balancing strategic leadership with operational oversight and execution support.

• Broad scope with high visibility and impact across Sales Velocity and PTO.

Estimated Base Salary Range: $95,700.00 - $147,200.00 USD/annually.