Job Description:
Cricket Communications is a leading provider of innovative and value-driven wireless communications services. Headquartered in San Diego, with a commitment to predictability, simplicity and value as the foundation of our business, Leap pioneered Cricket® service, a simple and affordable wireless alternative to traditional landline service.
We believe the future is bright for Cricket and look forward to the challenges as we execute our plans to support the growth of our business. Cricket Communications has multiple opportunities for individuals looking to contribute to an organization that rewards your success.
Position Overview
The Customer Operations Manager will work with Regional Customer Operations Manager to develop new, and enhance existing policies based on field feedback and ideas. REsponsible for continually evaluating processes, creates process improvements, controls and streamlining. Responsible for facilitating and evaluating post launch activities for accuracy as directed by the Regional Customer Operations Manager. Implements training for new market launches. Continual training of existing employees to enhance skills and reinforce processes and policies. Through audits and observations the COM is responsible to identify training needs in market and develop solutions to increase operating efficiency. Takes a proactive approach in reducing churn and providing outstanding customer service by making recommendations for policy changes, training and coaching employees. Troubleshoot and report HO issues such as customer billing issues and payments not posted. Responsible for LD/DA issues such as missing payments, troubleshooting, process improvement and reporting. Introduce and implement new technology, products or services. Require in market testing to ensure successful implementation and execution of new products. Audit inventory levels to ensure compliance of corporate mandated policies. Perform month end reconciliation and adjustments Assist in the creation of and monitoring of market budget metrics Performs Audits as directed by Regional Customer Operations Mgr. for each store to ensure policies and procedures are in compliance with Corporate Standard Operating Procedures. Coach and train to correct noted problem areas and reduce areas of risk. Audit and prevent potential and existing fraud Responsible for escalating all internal and external issues with the market network operations and IT departments. Responsible for communication of network outages, trouble areas, upgrades/improvements or other sales/customer related issues.
Qualifications
Bachelors Degree in Business, Communications or related or equivalent experience. 3-5 years Industry experience. 3- 5 Years of experience in operations management
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.