Total 3 job vacancies by AireSpring

Job Title: Wireless/Mobility Billing and Operations Manager

Location: Remote

Company: AireSpring

Employment Type: Full-Time

Position Overview:

We are seeking a highly skilled Wireless/Mobility Billing and Operations Manager to join our team. In this critical role, you will be responsible for overseeing the billing processes and operational functions related to our wireless and mobility services. Your technical expertise and analytical skills will play a vital role in ensuring accuracy, compliance, and efficiency within our billing systems.

Key Responsibilities:

• Manage Billing Operations: Oversee all aspects of billing for our wireless and mobility services, ensuring precision and adherence to industry standards.
• Data Analysis: Utilize your technical proficiency to run complex queries and generate comprehensive reports, aiding in the identification of trends and supporting data-driven decisions.
• Responsible for analyzing data, trends, and generating insights; must possess strong skills in designing and running SQL queries to extract and manipulate data effectively
• Process Improvement: Continuously evaluate and enhance billing operations to improve efficiency and customer satisfaction.
• Cross-Functional Collaboration: Work closely with IT, finance, and customer service teams to resolve billing-related issues and ensure seamless operational flow.
• Stay Current: Keep abreast of industry trends and best practices to ensure our billing systems remain competitive and effective.

Qualifications:

• Technical Expertise: Extensive experience with billing systems, databases, and data analysis. Proficiency in SQL or similar query languages is preferred.
• Analytical Skills: Strong ability to interpret complex data and provide actionable insights.
• Leadership Experience: Demonstrated ability to manage teams and projects effectively, fostering collaboration and problem-solving.
• Industry Knowledge: Familiarity with the wireless industry and its billing practices is highly desirable.
• Attention to Detail: A meticulous approach to work with a commitment to delivering high-quality outcomes.

Why Join Us?

• Significant Impact: Contribute to the efficiency and effectiveness of our billing operations, playing a key role in the organization’s success.
• Professional Development: We are committed to investing in our employees through training and career advancement opportunities.
• Comprehensive Benefits: We offer a competitive compensation package, including health, dental, and retirement benefits.

If you possess the qualifications and experience necessary for this role and are ready to contribute to our team, we encourage you to apply.

Primary Responsibilities:
Managing all daily operational activity, such as but not limited to:

• • Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.
  • To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting guides, resolution guides, walkthroughs, and training material.  Ensuring these policies and procedures are then followed.  In addition, ensuring all this documentation is periodically updated and maintained.
  • Apply strong triage methodologies for proper and timely creation, handing, resolution, management, communication, and closure throughout a Tier 2 trouble ticket life cycle.
  • Develop and maintain departmental and individual key performance indicators, per ticket-type SLOs, communication internal and content requirements, and escalation SLAs, as well as reports that track key metrics associated to each.
  • Identify, define, and lead continual improvement initiatives that improve the customer experience, reduce ticket duration, eliminate ticket creations, avoid repetitive tasks, and/or streamline ticket handling.
  • Maintain actual and forecasted personnel work demand calculators, with augments and training being completed prior to resource exhaustion.
  • Improve existing tools, data, and content utilized or provided by Tier 2 to customers, agents, and other AireSpring departments.
  • Act as the primary escalation point of contact for issues raised beyond technician and supervisors levels and own a timely path to resolution and communication related to the escalation.
  • Implement and maintain a robust root cause data gathering method for all tickets and escalations and seek to eliminate/reduce go-forward similar tickets and escalations through inter-departmental process/data improvement initiatives, customer/agent education, personnel training, documentation improvements, tool changes/development, and/or automation projects.
  • Set departmental standards, develop and maintain a robust quality assurance system, and manage the results to the standards. 
  • Ensure that Tier 2 globally distributed technical support departments operate successfully 24x7 and that escalations and ticket management are performed by skilled and available resources during each shift.

We are looking for an innovative, customer centric Manager with telecom and managed services experience to establish, prioritize and lead the implementation of key functionality within our ITSM customer portal to elevate our customer’s experience.  The Manager will play a critical role in ensuring an exceptional user experience for our customers, providing them with seamless access to information, resources, and support. The Manager will oversee selection of release cycles for enhancements, maintenance, and optimization of the portal. This role requires a critical blend of technical expertise, project management skills, and a deep understanding of how to select and execute critical UX functionality for outstanding customer experience.

The Digital Product Manager will lead the creation of engaging, user-friendly interfaces, features, and functionality for AireSpring’s innovative portal, AIreCONTROL. In this role, you will collaborate with cross-functional teams including product managers, operational leaders, customer focus groups, partner focus groups, developers, and UX designers to understand user needs and translate them into intuitive and feature rich functionality. Functionality will come from various highly effective proprietary platforms as well as best in class element management systems. Leveraging the impressive content available, you will be responsible for conceptualizing and implementing designs that enhance the overall user experience and drive customer and partner satisfaction.

Overall Responsibilities:

- Design and develop intuitive user interfaces, critical and informative operational data and customer experience enhancing applications for AIreCONTROL that align with customer business objectives and user needs.

- Lead the development and implementation of new features, enhancements, and functionality for AIreCONTROL.  Selecting the most useful data to bring forward into AIreCONTROL from the vast amount of insightful information from Element Management platforms such as VeloCloud Orchestrator, FortiManager, and a host of other data rich platforms as well as our award-winning proprietary tools for service delivery and service assurance.

   - Collaborate with cross-functional teams, including IT, product management, engineering, and customer support to gather requirements and prioritize development efforts.

  - Conduct user research, surveys, and feedback analysis to understand customer and partner needs and preferences that will improve the usability, accessibility, and engagement of AIreCONTROL.

   - Implement user interface enhancements, navigation improvements, and content updates to optimize the portal's effectiveness.

   - Ensure the portal's reliability, security, and performance through regular monitoring, testing, and maintenance activities.

   - Manage software updates, patches, and integrations to keep the portal up-to-date and aligned with business objectives.

-Collaborate with product managers and UX designers to define user requirements and translate them into design concepts leveraging wireframes, prototypes, and/or mockups to communicate design ideas and gather feedback from stakeholders.

- Stay up to date with industry trends and best practices in user interface design and web technologies.

Content Management Responsibilities:

   - Oversee the creation, organization, and maintenance of content within AIreCONTROL, ensuring accuracy, relevance, and completeness.

   - Develop content strategies to address customer needs throughout their journey, from onboarding and training to ongoing support and self-service.

   - Collaborate with subject matter experts to create and update documentation, tutorials, FAQs, and other resources for users.

Stakeholder Engagement Responsibilities:

   - Serve as the primary point of contact for internal stakeholders and external partners involved in the customer portal initiative.

   - Communicate updates, milestones, and issues related to portal development and performance to relevant stakeholders.

   - Foster strong relationships with customers to solicit feedback, gather requirements, and ensure their needs are represented in portal development efforts.

Analytics and Reporting Responsibilities:

   - Establish key performance indicators (KPIs) and metrics to measure the effectiveness and usage of the customer portal.

   - Monitor portal analytics, user behavior, and trends to identify areas for improvement and track progress over time.

   - Generate regular reports and insights to inform decision-making and demonstrate the portal's impact on customer satisfaction, retention, and efficiency.