As the Lead of Mobile Order Management for Buyers Club, you are responsible for processing mobile orders, driving revenue growth, handling escalations and providing guidance for the mobile wholesale division of vCom Solutions. The team's definition of success is submitting accurate and timely orders to our carrier partners, managing those orders, timely communication with all internal vCom teams and customers, timely and accurate order updates and accurate completion of the orders (within SLA). The team also oversees activation projects, troubleshooting and testing to ensure order completion. The lead is also responsible for ensuring order processes are up to date and documented in our internal knowledgebase, and to ensure the team has the basic training and resources.
You are a great communicator and can convey the priorities to ensure the team’s success. With a keen attention to detail, you are the mobile ordering SME and lead by example to provide a first in class ordering and fulfilment experience. Your ability to handle multiple priorities under tight deadlines, and resourcefulness allow you to manage a high-volume workload. You see challenges as opportunities to learn and problem solve, sharing best practices with others along the way. You are excited by multiple congruent projects, excel with time sensitive tasks and offer solutions to fix or improve processes with a key focus on scale.
In Your First Month, You Will
- Build a basic understanding of our model, customers, team members, carrier partnerships, products and intro to our process
- Learn the basics of order processing including navigation of our internal ordering and ticketing system, Technology Lifecycle Management tool, and our Vendor Partner’s portals, policies, and procedures
- Establish a foundation in Buyer’s club’s policies and billing practices
- Begin processing select order types
- Get to know your direct team members through virtual meetings and video calls
In Your First 3 Months, You Will
- Take a deeper dive and expand on your understanding of the above
- Build a foundation of Transparency, Accountability, and Vulnerability with the Order Management team and colleagues across the organization
- Process all order types with minimal assistance
- Review current reporting and training materials to recommend areas of change
- Begin to contribute on projects for scale and team improvement
- Handle Tier 1 level escalations
In Your First 6 Months, You Will
- Begin to feel like you’ve mastered the basics of the role
- Define areas of improvement and opportunity for automation and begin collaborating with your manager to document and implement
- Strengthen relationships with carriers, vendors, and colleagues
- Embrace our core values and display them in your everyday interactions
- Provide coaching, training, and support to team members including weekly order reviews
What You’ll Do
- Prepare, submit and manage carrier Add, Move, Change, and Disconnect orders for mobile Services like Smartphones, Feature Phones, Data only devices and other IoT
- Ensure all timely order submission within established SLAs
- Drive orders to closure within an acceptable timeframe
- Drive escalations with carriers and vendors to resolution and further escalate if warranted
- Handle customer escalations and provide customer guidance and support
- Work with Project Managers to complete migration timelines
- Assist in managing an accurate client inventory
- Document and update new or existing process guides
- Actively work with management to transform the ordering process with a focus on automation and AI to meet our customers’ needs
- Lead vendor onboarding and training documentation
What You’ll Bring - 3+ years of mobile hardware procurement, line provisioning, and customer support
- 3+ years of hands-on experience with the major mobile carriers T-Mobile, Verizon and AT&T in a wholesale environment
- Advanced mobile industry knowledge and best practices
- Ability to troubleshoot mobile issues and resolve
- A basic understanding of the mobile wholesale procurement and provisioning
- Ability to coach team members and have difficult conversations in a professional manner
- A continuous improvement philosophy where you are always working to improve the process and the experience for yourself and others
- Ability to cultivate and sustain customer and carrier relationships
- Ability to prioritize multiple projects concurrently
- A resourceful, organized, and independent approach with a goal-oriented mindset
- Highly developed interpersonal skills with the demonstrated ability to interact among all levels of the organization
- Ability to cope with stressful situations and maintain a calm and professional demeanor
- A self-starter mindset, a strong appetite for learning, and the initiative to take action
- Excellent written and verbal communication skills
- Strong PC application skills, including Microsoft Suite
- Strong analytical and problem-solving skills
- Superior time management and multi-tasking skills
- Attention to detail and accuracy
It’s Also Helpful If You’ve Got
Compensation - Annual Pay Range: $65k- $80k On Target Earnings (OTE)
- includes base salary plus quarterly and annual bonus opportunity
- Compensation is determined based on the candidate's experience, qualifications, and geographic location
- vCom offers a comprehensive benefits package to full-time employees
The Selection Process
- After submitting a resume, qualified candidates will be invited to complete two separate assessments
- Once the assessments are completed, candidates will participate in a pre-screening with Human Resources
- A select group of candidates will be interviewed. Rounds of interviews may include the Manager of Mobile Order Management, mobile team members , the VP of Operations, and additional operations leaders.
Why vCom is a match for you and what you’ll love here
:
- Culture matters to you. You belong with us. Practice Transparency, Authenticity, & Vulnerability daily.
- You want a career where you are. Our distributed team is closer than ever. Join a team that has been working from anywhere since 2004, staying connected live and within chat group communities.
- You are driven to be a part of a winning team. Our teams are small, but mighty. Be an integral part of a tight-knit group of valueCreators focused on making a positive impact through teamwork.
- You have a growth mindset. We’ve got opportunities to help you grow. Design your career path to fulfill your interests, while achieving business needs.
- You want to have fun at work. We know how to achieve results and have fun together. Deepen bonds with customers and coworkers beyond the daily work.
- You work hard at all you do. Give and receive recognition here. Celebrate peer, team, and org-wide successes.
- Gratitude and giving back are core to who you are. Help us make a difference in YOUR community. Be the change you wish to see by utilizing 8 hours of FREE paid time off to volunteer for an organization of your choosing.
- You take care of our customers. Our benefits take care of you (and your family). Prioritize your wellness - physically, mentally, and financially – with vCom’s generous benefits and wellness programs.
Eligibility
Only those candidates authorized for work in the United States will be considered for employment as we are not sponsoring employment visas for this role.
About VCom
vCom Solutions, Inc. is a pioneering leader in technology expense management, dedicated to revolutionizing how businesses manage their technology spend. With a passion for innovation and a commitment to exceptional customer service, vCom is a trusted partner for organizations looking to optimize their technology investments. What’s more, our employees rave about working here! vCom has received the prestigious Best Places to Work award in the SF Bay Area for 18 years in a row and has been named one of Glassdoor's Best Places to Work (Employee's Choice, Small Business List).
EEO Statement
vCom Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
