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The ideal candidate will have experience and qualifications for Manager, Carrier Operations including:

Responsibilities

• Develop, support, and manage the carrier operations team (of broad roles: carrier bizdev, operations analysts, provisioners, carrier engineers, and solutions engineering).

• Establish and maintain strong working relationships with global carriers (commercial and technical account team)

• Define and support an operations framework that enables carrier operations to be successful in supporting Zoom internal stakeholders and service owners.

• Establish operations documentation: carrier operations runbook, carrier operations standard operating procedures, escalation framework, SLA, etc.

• Participate and support carrier onboarding evaluation – assist the Carrier Prospect & Procurement team to process NDA, MSA, and MOU as well as assist the onboarding of new carrier onto the corporate financial system

• Collaborate with Zoom Procurement team to develop frameworks for telco procurement process, rates negotiation, monthly operations reviews, QBR, etc.

• Assist Operations Cost Analytic team when necessary to perform month-end, quarter-end, and yearly closing of telecom expenditure

• Support internal production teams with carrier escalation support

• Develop business alignments with Finance FP&A, Procurement, Operations Cost Analytic, and Data Center Operations teams to develop financial and forecast models, service roadmap to support business growth and create cost-reduction opportunities for Zoom. 

Skills/Qualifications:

• Bachelor’s degree and/or 10+ yrs experience within the telecommunication industry with direct experience managing global carriers.

• Experienced with carrier relations management, fostering strong business relationships with commercial and technical account teams.

• Establish and maintain effective working relationships with internal teams to ensure business objectives and priorities are successfully supported, communicated, and executed within the organization.

• Must have strong working knowledge on global telecom concepts; circuit procurement, provisioning of telecom services (LAN/WAN services, strong knowledge of peering and eye-ball footprint and PSTN services, including DID, TF, national and local toll rates).

• Successful track record of managing a diverse team, 80% remote employees - lead, develop and foster an open collaboration environment.

• Excellent organizational, problem-solving, and time management skills; ability to work in a high-stress, complex and shifting environment. A successful manager must be able to work in multiple levels, MUST be strong in critical thinking and problem-solving.

• Mandatory, a self-starter able to work without close supervision and to think independently.

• Excellent interpersonal communications skills including a proven ability to listen and understand customers, as well as the ability to working in a team environment

• Strong client service skills and leadership capabilities

• Experience working with GSuite, NetSuite, PowerPoint, Visio, and Asana is a plus

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

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