Leads a team of Telecom Provisioning Analysts while performing complex provisioning and service delivery activities. Responsible for team performance, KPI management, vendor coordination, escalations, and successful delivery of telecommunications services supporting a large-scale retail enterprise with thousands of store locations, corporate offices, and distribution facilities across North America.

Key Duties and Responsibilities:

• Lead, coach, and assign work for a team of Telecom Provisioning Analysts.
• Establish, monitor, and report on KPIs, SLAs, productivity, order cycle times, backlog, service quality, and vendor performance metrics.
• Oversee telecom provisioning operations supporting a geographically dispersed retail environment with thousands of locations.
• Act as the primary escalation point for provisioning, carrier, and service delivery issues.
• Perform provisioning of voice, data, internet, wireless, SIP, toll-free, and broadband services.
• Coordinate installs, disconnects, moves, adds, and changes with carriers, vendors, and internal stakeholders.
• Manage order lifecycle activities including scheduling, testing, turn-up, activation, and issue resolution.
• Maintain ServiceNow, TEM, and carrier portal records and documentation.
• Partner with Retail Operations, Infrastructure, Security, Store Technology, and Project teams to support store openings, remodels, acquisitions, and technology deployments.
• Drive vendor accountability, operational excellence, and continuous improvement initiatives to improve service delivery efficiency and customer satisfaction.

Education and Experience:

Education: Bachelors/4 Yr Degree or experience in lieu of degree

Years of Relevant Work Experience: 5+ years

Years of Management Experience: 2+ years

Certifications / Licenses: Click or tap here to enter certifications/licenses required or preferred.

Specific Knowledge and Skills:

• Experience supporting large enterprise, retail, multi-site, or distributed operations environments.
• Experience managing telecommunications services across hundreds or thousands of locations.
• Strong understanding of telecom services, carrier ordering processes, vendor management, and service delivery operations.
• Experience managing operational KPIs, SLAs, and continuous improvement initiatives.
• Excellent communication, customer service, analytical, and problem-solving skills.
• Ability to balance leadership responsibilities with hands-on operational execution.