Manager, Business Service Delivery

Cable ONE; Phoenix (AZ); Remote; USD 80,000 - 100,000; Full time

Job summary

Cable One is seeking a Manager, Business Service Delivery to oversee a service delivery team focused on order management and customer engagement. This role emphasizes delivering exceptional service and driving continuous improvement in a dynamic environment. The ideal candidate will have strong project management skills and a commitment to customer satisfaction, ensuring timely order fulfillment and enhancing the overall customer experience.

Benefits

Medical, dental, and vision plans

Life insurance

Paid time off

401(k) with company match

Tuition reimbursement

Cable and internet service discount

Associate recognition programs

Qualifications

• At least 7 years’ relevant experience.

Responsibilities

• Manage service delivery team for order management and customer engagement.
• Conduct periodic reviews to ensure orders are on track.
• Advocate for improvements in customer experiences.

Skills

Customer Service

Project Management

Continuous Improvement

Education

Bachelor’s degree

Job description

Job Description:

At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

The Manager, Business Service Delivery is responsible for managing and overseeing a consolidated service delivery team responsible for all activation activities that consist of end-to-end order management, customer communications and engagement, order entry, full project management oversight when construction is required, scheduling of installations, quality assurance, and pre-installation customer care for Business customers. The successful candidate will embrace and drive a culture of delivering white glove service to all associates and customers with an eye towards driving continuous improvement with order velocity to be competitive in a changing environment.

We are open to hiring remote if we find the right talent in any of these states (AL, AK, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, UT,).

What you will do to contribute to the company's success

• Establishes policies, procedures and practices for Business Service Delivery teams.

• Provides direction to teams responsible for project management and order fulfillment activities.

• Ensures team members adhere to established practices and policies.

• Conducts periodic reviews to ensure orders are on track and committed timelines are met.

• Conducts post-activation reviews to ensure achievement of business objectives.

• Works with internal product, technical and other teams to ensure order velocity is achieved.

• Provides feedback to product support, operations management, marketing, and other teams based on customer use cases, adoption blockers and related issues and concerns.

• Advocating for and driving improvements related to the associate and customer experiences in a high change environment.

Qualifications

• Bachelor’s degree or equivalent work experience

• At least 7 years’ relevant experience

Core Competencies

• Committed: Values each and every customer, while working hard to keep their business and support our communities.

• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.

• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.

• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:

• Medical, dental, and vision plans – start when you start!

• Life insurance (self, spouse, children)

• Paid time off (vacation, holiday, and personal/sick days)

• 401(k) - 100% company match up to 5% of eligible compensation. Starts from day 1.

• Group Legal plan with Identity Theft Protection

Additional Perks

• Tuition reimbursement (up to $5,250 on 1st year)

• Up to seventy-five dollars a month towards cable and internet services

• Annual community support to various organizations across the U.S.

• Associate recognition & awards programs

• Advancement opportunities

• Collaborative work environment

We’re an Award-Winning Organization!

• 2022-2023 Forbes’ “America’s Best Midsized Employers”

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Pre-hire Processes

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

#LI-MK1

CABO2