Operations Systems Program Manager
Excess Telecom, A Budget-Friendly Telecommunications Service Provider.
About Excess Telecom
Excess Telecom is a leading national provider of mobile broadband services, connecting consumers with free Federal Lifeline Program plans and budget-friendly Pre-Paid options. With subscribers nationwide, we offer market leading services providing underserved communities with subsidized access to the internet via mobile devices. As a high growth company, we are looking for an operations team member to add to our growing team with a commitment to ensuring all subscribers receive the best possible service and experience with Excess Telecom.
Position Overview
We are seeking a dynamic Program Manager to streamline and optimize our online sales channels and operational processes through effective coordination and collaboration with internal teams and external partners. This role is responsible for developing, implementing, and managing programs that support seamless operations, and managing the flow of projects, ensuring operational efficiency, and improving visibility into the fulfillment process. The Program Manager will play a critical role in enhancing communication, resolving issues, and driving results for high-volume customer acquisition efforts. The Program Manager will use data to make decisions and problem solve issues. The Program Operations Manager will maintain expert knowledge of our internal applications and systems, continuously evaluating and refining processes to enhance customer outcomes. We’re looking for a strategic thinker with a talent for streamlining processes and ensuring alignment between teams. We’re looking for someone who is proactive and making sure projects move forward efficiently while holding external partners accountable. The Operations Systems Program Manager will be a leader across various programs and processes at Excess Telecom. The position requires someone who is comfortable asking questions, investigating, and resolving issues faced by our customers and systems at every turn.
Responsibilities
- Collaboration & Communication: Serve as the primary liaison between internal teams and external partners, ensuring seamless communication and that all operations run through a single point of contact for better alignment.
- Sales Channel Optimization: Lead efforts to maximize sales across all channels by coordinating program workflows and ensuring efficient handoffs between teams, from marketing to logistics.
- Monitor and Improve Fulfillment Visibility: Work with teams to establish monitoring systems and reporting to provide clear visibility into fulfillment, ensuring the logistics team receives accurate forecasts.
- Monitor and Improve Customer Experience: Perform data analysis to evaluate system performance, identify issues, and discover opportunities to enhance or improve customer outcomes,
- Data-Driven Analytics: Analyze data trends such as customer churn (e.g., reducing 30-day churn to 10%) and identify areas for improvement
- with customer engagement points both within the organization and with external partners
- Drive Accountability and Efficiency: Managing resources, timelines, and budgets to deliver results within set constraints.
- Monitor and Drive System Integrity: Work across organization to implement system and program standards with regard to sales channels and customer support. Troubleshoot issues between systems and channels and work with appropriate teams to maintain and resolve data issues.
- Documentation and Process Management: Create and manage documentation for all program activities, ensuring consistent processes and communication. Ensure all program scopes are well-defined, and deadlines from external partners are met.
- Stakeholder Management: Manage relationships with partners to ensure alignment with business goals and avoid inefficiencies, ensuring that everything goes through a single decision-making point.
Job Requirements
- Proven experience in program management or account management, particularly within sales channels or customer fulfillment environments.
- Ability to understand, document and optimize technical workflows and system capabilities.
- Previous experience in managing cross-functional teams and leading complex projects. Strong ability to analyze data and implement strategies based on insights.
- Excellent organizational and coordination skills with the ability to manage multiple moving parts and stakeholders.
- Strong communication skills and the ability to push back and manage external partners effectively.
- Strong understanding of operations management principles and best practices.
- Excellent project management, analytical, and problem-solving skills.
- Strong analytical skills with the ability to interpret how data, systems, and processes intersect
- Strong communication and interpersonal skills, with the ability to interact effectively with employees at all levels of the organization.
- Experience with reporting and documentation creation to drive transparency and accountability.
- Experience working with logistics or fulfillment teams.
- Familiarity with the telecommunications industry is preferred.
Job Type: Full-time
Location: Remote
Pay: $80,000 - $100,000
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) Plan + Company Match
- Flexible schedule
- Paid time off
What We Do
Excess Telecom connects thousands of people each month to what matters most: family, friends, school, healthcare, work and so much more. By providing discounted tablets, phones and internet service through the Affordable Connectivity Program (ACP), we help close the digital divide in underserved communities.
