Supervisor, Rejection Project Manager

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 Supervisor, Rejection Project Manager to be responsible for overseeing the day-to-day execution of rejected order recovery activities, ensuring timely resolution and movement of orders back into pipeline. This role manages a team of Order Processing Specialists who handle order rejection tasks, ensuring adherence to SLAs, data accuracy, and established workflows.

The Supervisor provides daily direction, prioritization, and support to the team while acting as a player-coach, stepping in to assist with order resolution during periods of high volume or operational risk. This role partners closely with Sales, Deal Management (DM), Order Experts, TOV, and Solution Engineering (SE) teams to facilitate efficient issue resolution and maintain pipeline health.

RESPONSIBILITIES:

Queue & SLA Management

• Oversee and support daily queue of rejected and stalled orders, ensuring alignment to SLA targets.

• Assign and prioritize work across the team to maintain throughput and minimize backlog.

• Monitor order aging, identify delays, and take corrective action to keep orders moving through the pipeline.

Order Execution & Issue Resolution

• Support and guide team members in investigating rejected orders and identifying root causes.

• Ensure adherence to established procedures for correcting order errors and resolving common issues.

• Partner with Sales, DM, TOV, and SE teams to obtain missing information and resolve blockers.

• Escalate complex or non-standard issues to appropriate stakeholders.

Team Leadership & Daily Oversight

• Supervise frontline team members performing routine order remediation and coordination tasks.

• Provide clear daily direction, prioritization, and workload balancing.

• Reinforce adherence to SLAs, quality standards, and process requirements.

• Conduct regular coaching, feedback, and onboarding support for new team members.

Cross-Functional Communication

• Act as a point of contact for day-to-day coordination with Sales, DM, TOV, and SE teams.

• Facilitate information exchange to ensure timely resolution of order issues.

• Communicate status updates, risks, and blockers to stakeholders as needed.

Process Adherence & Continuous Improvement

• Ensure consistent use of defined workflows and intake requirements.

• Identify recurring issues or process gaps and provide feedback to leadership.

• Support implementation of process improvements and updates to team procedures.

Reporting & Operational Visibility

• Track team performance against SLAs, resolution timelines, and volume metrics.

• Provide visibility into queue health, trends, and risks.

• Support reporting on rejected order volume, resolution rates, and common error drivers.

QUALIFICATIONS:

• Bachelor's degree or equivalent experience required.

• Minimum of four (4) years of experience in order management, sales operations, or project coordination.

• Prior experience leading or mentoring team members preferred.

• Experience working in Salesforce or similar CRM systems.

• Ability to manage workload in a high-volume, SLA-driven environment.

CORE COMPETENCIES

Leadership Focus

• Oversees employees performing routine or structured work.

• Provides clear direction, coaching, and performance feedback.

• Drives accountability to team goals and operational standards.

Problem Solving & Decision Making

• Uses established procedures to resolve straightforward order issues.

• Escalates more complex or undefined problems appropriately.

Communication & Influence

• Interacts daily with direct reports and functional peer groups.

• Focuses on clear communication and effective information exchange.

Knowledge & Business Acumen

• Demonstrates foundational understanding of order workflows and business operations.

• Understands how order accuracy and speed impact customer experience and revenue.

Breadth & Complexity

• Operates within a defined scope focused on daily execution.

• Manages recurring operational tasks and oversees daily/weekly team activities.

WORK ENVIRONMENT

• High-volume, SLA-driven operational environment.

• Requires strong attention to detail, prioritization, and time management.

• Player-coach role, balancing team leadership with direct support of order resolution work.

Estimated Base Salary Range: $59,800.00 - $92,000.00 USD/annually.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• 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.