[Hiring] Supervisor, Order Processing @Zayo Group

Role Description

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. Oversees 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.

Benefits

• Excellent Health, Dental & Vision Insurance.
• Retirement 401(k) Savings Plan.
• Generous paid time off policy including paid parental leave.

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.