Project Manager - Global Reach

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 Project Manager - Global Reach to be the sales, customer primary point of contact and a liaison between internal engineering, off-net, ISP and provisioning/service installation teams throughout the duration of Global Reach orders and projects. The Project Manager - Global Reach involves heavy levels of internal and customer-facing communication. The primary objectives are providing excellent customer service and working with internal and external stakeholders to ensure on-time delivery in accordance with customer, and company expectations.

* This position can be located anywhere in the Continental US.

Responsibilities:

• Lead and execute complex global connectivity solutions including Waves, Ethernet, Internet, WANs, and Enterprise level SD WAN deployment projects with varying timeframes and individual requirements.

• Manage Global Reach orders through the entire delivery process, from when the order is signed by a customer to when it goes to billing.

• Proactively manage milestones and communications with Zayo and Zayo Europe sales teams and customers throughout the delivery and post-delivery process.

• Organize and coordinate internally with Zayo Global Reach support resources including: quoting/carrier relations, off-net delivery, ISP, product engineering, product infrastructure teams for the timely and accurate implementation of global complex projects.

• Drive Type 2 vendor project managers for the timely delivery of each segment of the global customer solution by understanding key elements of project implementation including network design, required equipment, building authorizations, internal financial transactions and third party leases around the globe.

• Manage cross-connects orders via various global data center portals.

• Understand and follow Zayo Global Reach processes, Zayo and Zayo Europe processes including type 2/offnet vendor escalations.

• Report on progress and project milestones.

• Manage and resolve customer problems that are escalated for management attention.

• Ability to maintain project management tools by using database management and leveraging Salesforce and Salesforce's Analytic tool.

• Prepare various reports for project implementation and customer service management.

• Interface directly with customers to communicate implementation schedule, on-going project status, issues and responses to questions. The communication vehicle will be via face-to-face meetings, email, and/or conference calls at regularly scheduled intervals.

• Provide post-installation support services, trouble ticket resolution, and effective communication with Zayo Network Operation Center(s).

• Ability to work with Zayo Network Operation Center(s) in multiple regions by providing knowledge and expertise of Zayo global infrastructure and type 2 vendor escalations.

Day-to-Day Tasks:

• Daily tracking/chatter follow-ups with off-net delivery, sales, and engineering.

• Weekly emails and/or calls with customers.

• Daily work with product engineering and ISP teams to ensure cross-connects are ordered in a timely manner.

• Ensure final provisioning is done on the Zayo network(s).

• Attend customer final turn up calls.

• Tracking and identifying vendor delays.

• Daily follow-ups with all involved into delivery (SE, ISP, and Provisioning.)

• Provide weekly updates to sales on Service Order level.

Qualifications:

• Bachelors’ Degree or equivalent

• Minimum of three (3) years of global telecom services project management experience.

• Experience with networking solutions, including Waves, Ethernet, IP/WANs and SD WAN.

• Experience with service delivery and provisioning circuit access.

• “Self-starter” committed to customer satisfaction/project delivery and able to respond to rapid change within the business.

• Ability to handle highly critical, complex, fast paced and demanding situations with perseverance and professionalism.

• Experience creating reporting and tracking for cross functional stakeholder consumption.

• Effective written and verbal communication across a variety of internal and external stakeholders and cross functional teams.

• Deep attention to detail and ability to learn new processes quickly.

• Ability to manage complex multi-organization projects.

• Ability to be flexible in work schedule and meet project deadlines.

• Salesforce experience desired.

• Direct Salesforce data analysis skills preferred.

• Proficient in MS Office Suite and/or Google Suite.

Base Salary Range: $78,500 - $90,000 USD/annually, commensurate with experience.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• 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.