Lead Order Operations Analyst, Client Facing

invitation-charter; Charlotte (NC); On-site; USD 70,000 - 98,000; Full time

Job summary

Spectrum Business in Charlotte, NC is seeking a Lead Order Operations Analyst, Client Facing to mentor the team, oversee order implementation, and drive process improvements across billing, data entry, and customer interactions. This role partners with leadership to resolve escalations and shape tools and workflows to elevate customer experiences.

The ideal candidate will have deep experience with Salesforce, data entry, project coordination, and telecommunications domain knowledge, enabling

Qualifications

• Associate degree or equivalent from a two-year college or technical school or equivalent experience
• 3+ years of team lead or mentorship experience
• 5+ years of customer service, order entry, or order management experience
• 5+ years of data entry experience
• 5+ years of advanced telephony or data industry experience
• 5+ years of project management or coordination experience
• 5+ years using Salesforce or similar CRM tools
• 5+ years of telecommunications or cable industry work experience

Responsibilities

• Mentor Order Operations Analysts and act as backup to the Manager, Order Operations
• Facilitate post-sale and order entry activities ensuring orders are organized and implemented
• Resolve order operations billing and process issues and manage escalations
• Collaborate with internal teams and leadership to address client questions and concerns
• Maintain knowledge of Order Operations processes, billing protocols, and contractual guidelines
• Prioritize assignments, monitor performance against targets and address exceptions
• Analyze data and prepare reports for leadership to drive improvements

Skills

Leadership & mentorship

Customer service

Communication

Process improvement

Data entry accuracy

Education

Associate degree or equivalent

Tools

Salesforce

MS Office (Excel, Word, PowerPoint)

Job description

Job Summary

Do you excel at navigating complex customer interactions and driving process improvements? As a Lead Order Operations Analyst, Client Facing at Spectrum Business, you will be the trusted expert guiding our team and partnering with leadership to enhance order implementation. This role empowers you to mentor peers, resolve escalations, and shape the tools and processes that keep our operations efficient. Your contributions will directly elevate Spectrum’s customer experience and operational excellence.

Responsibilities

How You’ll Make an Impact

• Guide and support Order Operations Analysts by serving as a mentor and subject matter expert while acting as a backup to the Manager, Order Operations
• Facilitate post-sale and order entry activities, ensuring orders are accurately organized, assigned, and driven toward successful implementation
• Resolve order operations billing and process issues, proactively managing escalations for clients and boundary partners with clear communication
• Collaborate with internal teams and leadership to address client order questions, identify at-risk clients, and elevate concerns as needed
• Maintain comprehensive knowledge of Order Operations processes, including LEC requirements, billing protocols, and contractual guidelines to uphold departmental integrity
• Prioritize daily assignments using Spectrum’s reporting platforms and reconcile completed work against targets to develop solutions for orders outside service-level agreements
• Monitor workflow, systems, and tools to recommend and lead process improvements while preparing reports and analyzing data for leadership

Working Conditions

• Office environment
• Flexibility to work extended hours

Qualifications

What You’ll Bring to Spectrum

Required Qualifications

Education

• Associate's degree or equivalent from a two-year college or technical school, or one year of related experience and/or training, or equivalent combination of education and experience

Experience

• 3+ years of team lead or mentorship experience
• 5+ years of customer service, order entry, or order management experience
• 5+ years of data entry experience
• 5+ years of advanced telephony or data industry experience
• 5+ years of project management or coordination experience
• 5+ years using SalesForce or similar customer relationship management tools
• 5+ years of telecommunications or cable industry work experience

Skills

• Ability to work effectively in a fast-paced, team-oriented environment
• Proficiency in all Order Operations processes and business rules
• Ability to maintain confidentiality of customer and business data
• Skill in building relationships across teams
• Ability to address inquiries or complaints from customers or business community members
• Knowledge of MS Office software including Excel, Word and PowerPoint, with aptitude for learning new databases
• Understanding of Spectrum’s fiber and coax-based products and services