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Manager, Service Experts

Manager, Service Experts

Location: Boulder,CO     Department: Customer Service

Job Number: MR-1010

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Manager, Service Experts                                                                        

Boulder, CO


Reports To: Senior Manager, Service Experts


Company Description

Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.

Position Description

The Manager – Service Experts position is responsible for leading a team of Service Experts, ensuring an effortless experience for Zayo’s customer base and driving process improvement impacting their team and organization.  This position is key to the continued loyalty of Zayo’s customer base, as well as continued development of transactional customer service processes.


  • Leads team of Service Experts who are responsible for identifying, investigating and resolving customer questions, disputes, and escalations in a manner that is effortless for the customer
  • Improves employee skill sets in all functional areas through coaching, mentoring, training and knowledge-sharing.
  • Ensures customers are proficient in using Tranzact, Zayo’s customer portal, by providing online demonstrations proactively and at request as well as providing feedback to the business on function/use
  • Determines opportunities to improve customer-facing process and collaborates internally on completion of those proposed improvements
  • Reports team performance metrics internally, making correction to low-performance areas and resources in real-time
  • Able to hold low performers accountable and drive improvement
  • Able to provide career pathing consultation and support development of high achievers and top performers
  • Identifies areas of improvement with data, using various points of entry; sales, customer requests, customer and employee surveys.
  • Develops a strong consultative relationship with internal stakeholders
  • Identifies and proposes with impact, system changes in coordination with organization members; benefiting customers and team.
  • Leads by example; providing insight and communication to employees in a clear and consistent manner.
  • Manages Case/Workload Assignments and Team SLAs
  • Identify, investigate and resolve customer questions, disputes and escalations in a manner that is effortless for the customer while addressing and preventing downstream events in a reasonable timeframe.
  • Drives improvement of Case and Call Queue Management
  • Produces and manage various reports related to customer service management
  • Creates and present Service Reviews which include network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements.
  • Develops transaction improvements to assist our customers quicker and more efficiently through automation, templates, process and procedure
  • Assist management in creating an environment and culture built around an Effortless Customer Experience, driven by data and process.


  • Ability to answer phone calls and emails in a professional manner, to address internal and external customer needs
  • Efficient with computers and willing and able to learn new software
  • Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.
  • Excellent written and verbal communication and presentation skills and proven ability to interface cross functionally as well as with various levels of management.
  • Possess a sense of urgency with the ability to make timely, creative and sound decisions under pressure.
  • Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.
  • Ability to multi-task and manage competing requests in a professional manner.
  • Passion for customer service and delivering an effortless user experience.
  • Desire to understand process, identify improvements and implement change.
  • Expert level of familiarity with MS Excel/PowerPoint/Word.
  • High level of familiarity with coaching methods.
  • Mid level of familiarity with project management concepts.
  • Mid level of familiarity with service improvement methods.
  • Basic understanding of telecom service delivery processes required.
  • High level of experience with salesforce.com.
  • High level of experience with billing required.


  • Bachelor’s degree (B.A.) from four-year College or University, plus two to five years customer service experience and/or training; or equivalent combination of education and experience.


  • Competitive compensation
  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
  • Fitness membership discounts
  • Generous paid time off policy including paid parental leave

Zayo is an Equal Opportunity Employer. Zayo does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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