Wholesale Operations Support, Senior Manager

About This Role

This role delivers the best Wholesale Customer Experience for Resellers by acting as a subject matter expert for new product development, billing, and provisioning systems. They will also manage systems performance, drive product project lifecycles, and provide technical investigation and resolution for complex reseller issues.

Responsibilities

• Deliver customer experience targets
• Investigate systems performance, bugs, and fixes
• 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
• Design and execute comprehensive UAT scripts for software deployments
• 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
• Serve as SME for all new provisioning and billing system enhancements
• Conduct high-impact Quarterly Reseller Operations reviews with resellers
• Orchestrate 24/7 technical support coverage for reseller ecosystem
• Participate in reseller training

Requirements

• Bachelor’s degree or four or more years of work experience
• Six or more years of relevant experience
• Experience across wireless operations, sales, or marketing
• Effective negotiations experience
• Proven track record of success providing solutions to Wholesale customers or corporate clients
• Ability to lead systems investigations with internal and external stakeholders
• Ability to manage multiple systems projects

Qualifications

• Bachelor’s degree or four or more years of work experience
• Six or more years of relevant experience, demonstrated through work, military, or specialized training

Nice to Have

• 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
• Demonstrated ability to collaborate with internal cross-functional organizations
• Ability to handle executive escalations to resolution

Skills

* Required skills

Benefits