Wholesale Operations Support, Senior Manager
About The Position
As a Wholesale Senior Manager of Operations Support, you will deliver the best Wholesale Customer Experience possible for our Resellers. This includes new and existing reseller sales support and systems design. You will act as the subject matter expert for new product development, billing, and provisioning systems. Delivering customer experience targets Systems Performance - investigations, bug/break/fix Drive the lifecycle of wholesale product projects from initial concept through to market launch Provide expert-level technical investigation and resolution for complex reseller issues to maintain partner trust Design and execute comprehensive UAT scripts to ensure all software deployments meet rigorous functional requirements. Serve as a Subject Matter Expert (SME) to bridge the gap between technical development teams and market needs Develop solutions for Wholesale Sales Organization and resellers SME for all new provisioning and billing system enhancements Conduct high-impact Quarterly Reseller Operations reviews with resellers to optimize operational efficiency and growth Orchestrate 24/7 technical support coverage to ensure uninterrupted service continuity for the reseller ecosystem Participate in reseller training Where you'll be working… In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.
Requirements
- Bachelor’s degree or four or more years of work experience.
- Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training
- Experience across the following fields: wireless operations, sales, or marketing
- Effective negotiations experience
- Proven track record of success providing solutions to Wholesale customers or small to large-scale corporate clients
- Lead systems investigations with internal and external stakeholders
- Manage multiple systems projects (e.g. business resilience, wholesale system process improvements)
Nice To Haves
- A degree
- Experience with system testing and product launches, specifically Verizon's RSSx system
- Expertise in Wholesale Systems and Platforms
- Provisioning and Billing Subject Matter Expert (SME)
- Process mapping and improvement experience
- Demonstrated ability to work well in a team-oriented environment with a strong customer focus
- Excellent customer communications and presentation skills (development and delivery)
- Demonstrated ability to collaborate with internal cross-functional organizations
- Ability to handle executive escalations to resolution
Responsibilities
- Deliver customer experience targets
- Systems Performance - investigations, bug/break/fix
- Drive the lifecycle of wholesale product projects from initial concept through to market launch
- Provide expert-level technical investigation and resolution for complex reseller issues to maintain partner trust
- Design and execute comprehensive UAT scripts to ensure all software deployments meet rigorous functional requirements.
- Serve as a Subject Matter Expert (SME) to bridge the gap between technical development teams and market needs
- Develop solutions for Wholesale Sales Organization and resellers
- SME for all new provisioning and billing system enhancements
- Conduct high-impact Quarterly Reseller Operations reviews with resellers to optimize operational efficiency and growth
- Orchestrate 24/7 technical support coverage to ensure uninterrupted service continuity for the reseller ecosystem
- Participate in reseller training
Benefits
- health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance
- a matched 401(k) savings plan
- up to 8 company paid holidays per year and up to 6 personal days per year
- paid parental leave
- adoption assistance and tuition assistance
- incentive based position with the potential to earn more
- Newly hired employees receive up to 15 days of vacation per year, which grows with additional service
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
