Job Summary

•  Manage a team responsible for the ordering, provisioning, activations, reporting and quality control for Hughes Telematics wireless services for vehicle and personal telematics devices.
• This wireless provisioning team will support global project operations and work with multiple disciplines and track and report progress for pre-implementations, implementations and on-going support for device provisioning both domestically and globally.
• This position will lead discussions with the carriers and ISPs, work closely with internal groups for the ordering, provisioning and testing of carrier connectivity services and be responsible for inventory/document control of wireless carrier numbers.

Responsibilities

• Manage global carrier coordination, escalation, installation and ensure proper hand-offs to the various teams in pre-production and production operations.
• Work closely with legal, contracts, billing, network engineering and project teams to ensure the overall carrier ordering, implementation and provide documentation for the entire number provisioning, activation/deactivation life-cycle process. This will include communicating with carrier provisioning, install lead times, etc.
• Facilitate negotiation with carriers on contract execution, pricing and terms for provisioning of telematics voice and data.
• Lead a team responsible for reconciling device databases with billing and customer usage.
• Utilize appropriate tools, resources and reports which track, maintain and reconcile the device and wireless services.
• Support development of wireless scope of work for any solution for proposal opportunities.
• Partner with internal customers, business partners and other providers to ensure successful migrations and achievements of program goals and objective in order to deliver projects within time frame and budget.
• Ensure that proper controls, methods and techniques are utilized.
• Implement and report problem, change, performance and service level management from both an operations as well as a requirements perspective.
• Implement and support standards and procedures for wireless processes.
• Manage a team of individuals in a call center environment to support technicians and sales personnel in the resolution of activation and provisioning issues.
• Responsible to ensure services are correctly provisioned and fully operable for the end-user customer

Qualifications:

• Education BS/BA degree (in Lieu of degree, 4 years relevant work experience).
•  Experience 3 years of experience working for a telco, carrier and/or TSP in the troubleshooting and/or provisioning of services.
• Two years experience supervising/managing a call center environment. Competencies Thorough knowledge of wireless provisioning and activations.
• Project Management experience.
• Excellent organization and communication.
• Ability to manage multiple projects.
• Excellent written and oral communication skills.
• Demonstrated ability to work in a dynamic and demanding environment.
• Ability to work in team-oriented environment to achieve a common goal.
• Ability to work in matrix managed environment.
• Ability to influence and lead others.
• Proven analytical skills.
• Knowledge of business process development and improvement.
•  Proficiency with Word, Excel, PowerPoint and Visio a plus.