Partner Operations Manager

Company summary:

Speakeasy, the nation?s largest independent broadband services company, is focused on meeting the voice and data communication needs of discerning businesses, professionals and those who depend on the Internet for higher productivity in life. Speakeasy manages its own private fiber-optic national network, ensuring fast connections, low latency, and an unparalleled degree of security protection from the public Internet. Speakeasy?s full range of products -- from OneLink to VoIP to business bandwidth solutions -- offer features and benefits other providers can?t match.  Speakeasy's broadband services are available in most metropolitan areas within the 48 contiguous United States.

 

Position summary:  The Partner Operations Manager is responsible for managing all aspects of service delivery for Speakeasy?s partners. This position oversees day-to-day service delivery and implements strategic operational improvements.  This position will collaborate with Marketing, Sales, Customer Support and Customer Implementation to assure Speakeasy partners are leveraged to create revenue and supply critical services.

 

Responsibilities:

? Manages the integration and ongoing support of distribution partners.

? Designs and implements operational processes between Speakeasy and partners and serves as a day-to-day point-of-contact for operational issues

? Participates in cross-functional development teams between Marketing, Sales and Customer Operations and Software Development for the design and implementation of new requirements, business processes or process/cost improvement efforts.

? Builds and maintains relationships with Speakeasy partners, Speakeasy Partner Sales and Marketing teams.

? Builds the operations infrastructure to implement and support Speakeasy partner connectivity and VoIP orders.

? Assures documentation of processes, including workflows, procedures, policies, etc.

? Establishes and tracks operational metrics, both for internal and external use, including (but not limited to):

  - Time to install (VoIP, connectivity)

  - Partner satisfaction

  - Sales satisfaction

  - Uptime

  - Implementation milestones and backlog

? Provides visibility and reporting on the Partner Operations Program to the Executive team and other key stakeholders within the company

? Manages and prioritizes existing partner relationships and support needs.

? Sets partner expectations on performance and delivery of service

? Serves as an escalation for technical and service support. Oversees technical issues through resolution, and keeps both partner and internal organizations abreast of any changes in status.

? Leads ongoing development of internal and external best practices for partner support and management, including documentation, reporting, training and support procedures.

? Implements and manages standards to assure partners represent Speakeasy to the quality level required.

 

Skills and experience:

? 3 years experience in a service delivery environment (IT or telecom-related industry preferred)

? 1+ years experience managing enterprise-level accounts

? 1+ years project management experience

? Proven ability to deliver a high degree of client satisfaction through proactive technical support services.

? Demonstrated ability to develop new processes and procedures in a fast-growing company.

? 4-year college degree or equivalent

? Excellent verbal and written communication skills; ability to communicate with key clients to troubleshoot technical issues through to resolution

? Demonstrated vendor and supplier management skills, including enforcing SLAs and taking remedial action when necessary

? Strong organizational skills; ability to execute effectively after receiving general instructions for new assignments

? Ability to manage multiple projects to successful and timely completion

? Ability to effectively work at varying management levels within an organization (internal and external)

? Ability to influence and guide individuals and staff not in your direct control

? Demonstrated sound problem-solving and decision-making skills relative to business operations and partner/vendor/supplier relationships

 

 

Speakeasy offers a full suite of benefits, including full medical, dental, and vision coverage (100% paid for employees); a 401(K) plan with a company matching contribution; a transportation benefit; stock options; and many other excellent perks. We're looking for talented and highly skilled individuals to join our dynamic and fast-paced culture and contribute to Speakeasy?s continued success.