CN and GB onlyCompany 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 foroverseeing the day-to-day execution of order management activities, including move, add, change, and upgrade requests, ensuringaccurateandtimelyprocessing in support of Sales and customer experience. This roleis a player/coach wholeads 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 toassistwith 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 tomaintainthroughput and minimize delays.
Monitor order progress,identifybottlenecks, and take corrective action to ensuretimelycompletion
Order Execution & Support
Support and guide team members in processing move, add, change, and upgrade requests.
Ensure adherence toestablishedprocedures for order creation, updates, and validation.
Assistwith troubleshooting routine order issues and resolving common errors.
Escalate complex or non-standard requests toappropriate 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 ensuretimelyorder 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.
Identifyrecurring 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 experiencerequired.
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.
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.
United Kingdom
United States
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