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 Supervisor, Order Processing to be responsible for overseeing the day-to-day execution of order management activities, including move, add, change, and upgrade requests, ensuring accurate and timely processing in support of Sales and customer experience. This role is a player/coach who leads a team of Order Experts who perform routine order administration tasks, ensuring adherence to SLAs, data integrity, and established workflows.

Operating within a defined scope, our Supervisor, Order Processing provides daily direction, prioritization, and support to the team while also acting as a player-coach, stepping in to assist with order processing and issue resolution during periods of high volume or operational risk. This role partners closely with Sales, Deal Management, Solution Engineering, and Order Validation teams to ensure efficient execution and alignment.

RESPONSIBILITIES:

Queue & SLA Management

Oversee and support daily order intake and processing queues, ensuring alignment to SLA targets.

Assign and prioritize work across the team to maintain throughput and minimize delays.

Monitor order progress, identify bottlenecks, and take corrective action to ensure timely completion

Order Execution & Support

Support and guide team members in processing move, add, change, and upgrade requests.

Ensure adherence to established procedures for order creation, updates, and validation.

Assist with troubleshooting routine order issues and resolving common errors.

Escalate complex or non-standard requests to appropriate teams

Team Leadership & Daily Oversight

Supervise frontline Order Experts performing routine operational work.

Provide clear daily direction, workload prioritization, and performance expectations.

Reinforce adherence to SLAs, quality standards, and data accuracy requirements.

Conduct regular coaching, feedback, and onboarding support for new team members.

Serve as a point of escalation and support for team members

Cross-Functional Communication

Act as a primary point of contact for day-to-day coordination with Sales, SE, DM, and OV teams.

Facilitate information exchange to ensure timely order processing and issue resolution.

Communicate order status, risks, and blockers to stakeholders as needed

Process Adherence & Continuous Improvement

Ensure consistent use of defined order processing workflows and intake requirements.

Identify recurring issues or inefficiencies and provide feedback to leadership.

Support implementation of process updates, documentation, and training materials

Data Integrity & Reporting

Ensure accuracy and completeness of order data within Salesforce and related systems.

Track team performance against SLAs, volume, and quality metrics.

Provide visibility into queue health, trends, and operational risks.

QUALIFICATIONS:

Bachelor's degree or equivalent experience required.

Minimum of four (4) years of experience in order management, sales support, or telecom operations.

Prior experience mentoring or leading team members preferred.

Experience with Salesforce or similar CRM systems.

Ability to manage workload in a high-volume, SLA-driven environment

CORE COMPETENCIES

Leadership Focus

Oversees employees performing routine or structured work,

Provides clear direction, coaching, and performance feedback.

Drives accountability to team goals and operational standards

Problem Solving & Decision Making

Uses established procedures to resolve straightforward order issues.

Escalates more complex or undefined problems appropriately.

Communication & Influence

Interacts daily with direct reports and functional peer groups.

Focuses on clear communication and effective information exchange

Knowledge & Business Acumen

Demonstrates foundational understanding of order workflows and business operations.

Understands how order accuracy and speed impact customer experience and revenue

Breadth & Complexity

Operates within a defined scope focused on daily execution.

Ov ersees daily and weekly team activities with limited complexity.

WORK ENVIRONMENT

High-volume, SLA-driven operational environment supporting pre-sale and post-sale workflows.

Requires strong attention to detail, prioritization, and time management.

Player-coach role, balancing team leadership with direct support of order processing work.

Estimated Base Salary Range: $59,800.00 - $92,000.00 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, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

Excellent Health, Dental & Vision Insurance

Retirement 401(k) Savings Plan

Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Are You Ready to Think Big

At Zayo, we're ambitious and authentic. Teamwork is how we get things done, whether it's our focus on exceeding customer expectations or celebrating and growing our unique and dynamic culture. Our employees are driven and committed, with many options to connect and engage in our inclusive environment.

Welcome

Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.

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