NBI Customer Operations Manager

Dublin West
06 Nov 2019

Fantastic opportunity for an experienced Customer Operations Manager to join NBI

National Broadband Ireland (NBI) will be the designer, builder and operator of the ultrafast broadband network for rural Ireland. It was established by Granahan McCourt (GMC), an international investor in technology, media and telecommunications with 30 years of experience partnering with governments, corporations and people to drive development of communications infrastructure.

NBI has presented its vision for world-class, gigabit-speed broadband for every home, farm, school and business in areas of the country which are not fully served by commercial operators (the "Intervention Area"). National Broadband Ireland will supply broadband to the one quarter of Irish people and premises which currently cannot access high-speed broadband through commercial services. It guarantees a level playing field for 1.1 million people, 540,000 premises including 100,000 businesses and farms, and over 600 schools.

Key Objectives / Accountabilities:

NBI is looking for an experienced and enthusiastic Customer Operations Manager who wants to jump in head-first and help build a mission-driven company from the ground up.

You are comfortable with a constantly changing environment. You are detail oriented and you love efficiency and excellent service. You will directly contribute to the building of a state of the art operations capability by building the Wholesale Customer Support team, developing a strong relations ship with our retail customer support teams as well as and managing the performance of 3rd party contractors who will deliver connection, assurance and in home service orders. You will work with a diverse team of people with operations and IT expertise and you will be responsible for defining and documenting key processes that ensure measurable criteria for automation and continuous improvement.

Key Responsibilities:

  • Build and train an exemplary Wholesale Customer Support team
  • Manage the performance of 3rd party contractors who will deliver connection, assurance and in home service orders.
  • Develop strong relationship and help train our retail customer's support teams, NBI account management teams & NBI NW operations teams
  • Defining and tracking the Key Performance Indicators for Order Management & Assurance processes ensuring NBI meets their business objectives..
  • Working with business stakeholders and IT to support Customer Operations ability to measure and manage the performance of the Order Management & Assurance processes.
  • Monitor and provide input/feedback to continuously improve the performance of the overall NBI operations team and 3rd party contractors.
  • Contribute to a development and support of a team culture that strives for excellence, efficiency and continuous improvement

Knowledge & Experience:

  • 2+ years' experience in service delivery ideally in an FTTH environment
  • 6+ years' experience of managing teams
  • 4+ years' experience of managing 3rd parties through SLAs
  • 3rd level qualification
  • Knowledge of and experience of eTOM and or ITIL (Certification an advantage)
  • Knowledge and experience of QMS, continuous improvement methodologies e.g. ISO ISO9001:2015, SO20000-1:2018, LSS etc. Certification an advantage.
  • Understanding of telecom and or utility operations
  • Excellent written, oral communication, reporting and presentation skills
  • Excellent ambassador for NBI, promoting the organisation and role modelling NBI's values.

If you are interested in applying for this role, please submit an application and a member of our recruitment team will be in touch.

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