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 Senior Manager, Order Experts
to be
responsible for
translating functional goals into scalable operational processes that support order execution, revenue realization, and customer experience across the Order Experts team. This role leads through subordinate managers and/or supervisors, driving execution across both the internal Order Expert team and outsourced
Konecta
partner teams, ensuring alignment to broader SVT and company
objectives.
This leader owns end-to-end Order Expert performance, including SLA adherence, queue health, quality, and system effectiveness, while designing and implementing operational strategies to improve throughput, reduce friction, and enable sales efficiency. Our Senior Manager, Order Experts
operates
in a highly cross-functional environment, partnering with Sales, Solution Engineering, Order Validation, Product, and external vendors to solve complex, ambiguous challenges and deliver measurable business impact.
While primarily focused on leadership and operational strategy, this role
maintains
a player-coach mindset, ensuring teams are supported during high-volume
periods
and that leadership
remains
closely connected
to frontline execution.
RESPONSIBILITIES:
Business Impact & Operational Strategy
Translatebusinessobjectivesandgoals into scalable operational processes across the Order Expert function.
Own end-to-end performance for order execution, including SLA adherence, cycle time, quality, and backlog management.
Design and implement operational initiatives that improve efficiency, reduce rework, and increase throughput across internal andKonectateams.
Identifyrisks to business performance (e.g., backlog, SLA breaches, intake gaps) and implement mitigation strategies.
Drive continuous improvement efforts that directlyimpactbookings, revenue realization, and customer experience.
Leadership & Organizational Management
Lead a function through subordinate managers, supervisors, and/or senior individual contributors across internal and outsourced teams.
Set clear performance expectations andestablishKPIs aligned to businessobjectivesacross both Zayo andKonectaresources.
Coach and develop leaders, ensuring consistency in execution, accountability, and quality standards.
Own vendor strategy and oversight, including performance management, capacity planning, and scope alignment forKonecta.
Drive a unified operating model across internal and outsourced teams to ensure seamless execution and customer experience.
Problem Solving & Decision Making
Address complex, ambiguous operational issues that are not clearly defined or documented.
Design and implement solutions that balance speed, accuracy, scalability, and customer impact.
Establish frameworks and guardrails to improve decision-making across teams.
Lead cross-functional problem resolution for systemic issuesimpactingorder intake, execution, and downstream workflows.
Cross-Functional Communication & Influence
Partner with Sales leadership, Product, SE, OV, and external stakeholders to align on priorities and execution strategy.
Act as a key escalation point for high-impact or sensitive issues affecting order execution and customer experience.
Influence stakeholders across multiple business units to drive alignment on process, tooling, and prioritization.
Communicate operational performance, risks, and strategic initiatives to senior leadership.
Business & Technical Acumen
Maintain an advanced understanding of order workflows, product structures, and downstream service delivery impacts.
Leverage data toidentifytrends, inform decisions, and drive operational improvements.
Ensure alignment between system capabilities (Salesforce,Tranzact, SOM, etc.) and business objectives.
Understand evolving business needs and adjust operational strategies accordingly.
Breadth & Complexity
Operate across a broad scope of operational and strategic initiatives, balancing short-term execution with long-term scalability.
Evaluate complex situations involving multiple variables (systems, processes, stakeholders, capacity, vendor performance).
Lead initiatives that span multiple teams, functions, and business units.
Player-Coach & Execution Support
Maintain visibility into day-to-day operations and team workload across both internal andKonectateams.
Step in to support execution orprovidehands-on guidance during periods of high volume, critical deadlines, or operational risk.
Ensure leadership decisions are grounded in a clear understanding of frontline workflows and constraints.
QUALIFICATIONS:
Bachelor's degree or equivalent experiencerequired.
Minimum of seven (7) years of experience in telecom, order management, sales support, or operations environments.
Minimum of three (3) years of experience managing managers or leading multi-layered teams.
Experience managing or partnering with outsourced/vendor teams (e.g.,Konecta) strongly preferred.
Strong experience in cross-functional program or operations management.
Working knowledge of Salesforce,Tranzact, SOM, or similar systems.
Proven ability tooperatein ambiguous, fast-paced environments and drive structured outcomes.
CORE COMPETENCIES
Strategic Execution
Converts businessobjectivesinto operational processes and measurable outcomes.
Balances immediate execution needs with long-term scalability.
Leadership & Influence
Leads through others (managers/supervisors) across internal and outsourced teams.
Influences cross-functional stakeholders without direct authority.
Advanced Problem Solving
Navigates ambiguity and develops solutions for undefined or complex challenges.
Applies structured thinking to improve systems, processes, and outcomes
Communication & Stakeholder Management
Engages effectively across multiple levels of the organization, including senior leadership.
Drives alignment across teams with competing priorities.
Business Acumen
Understands how operational performance impacts revenue, customer experience, and company strategy.
Uses data and insights to inform decisions and prioritize initiatives.
WORK ENVIRONMENT
High-volume, SLA-driven operational environment with significant cross-functional dependencies.
Requires balancing strategic leadership with operational oversight and execution support.
Broad scope with high visibility and impact across Sales Velocity and PTO.
Estimated Base Salary Range: $95,700.00 - $147,200.00 USD/annually.
The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.
Additionally, this position may be eligible for certain benefits, such as health insurance,
