CyberNet Communications, Inc. has been providing enhanced telecommunications services to government entities, enterprises, Fortune 500 companies and non-profit organizations since 1995. With a nationwide voice and data network built on Fiber and Copper, CyberNet Communications has created a loyal customer base of companies in a diverse range of industries. The team develops custom solutions to tailor fit their customers’ needs while saving them money on their telecommunications expenses.
In this role, you’ll be managing start-to-finish delivery of customer orders (Internet, VoIP, managed services). Review and prioritize the queue, validate details, and move each order through defined steps—plan, schedule, coordinate, activate, handoff—for on-time go-live and accurate billing. Keep customers informed, and clear blockers quickly. Own and maintain checklists, templates, and workflow rules so every order runs smoothly and the process keeps improving.
What you’ll do:
Order governance & triage: Own an auto-generated order queue, applying clear business rules to validate scope, surface gaps or dependencies, and sequence work by impact, urgency, and risk.
Delivery planning & orchestration: Convert each order into an executable delivery plan using established templates and SOPs; align internal teams (Provisioning, NOC/Engineering, Billing) and external partners/field services to a single timeline and set of milestones.
Customer readiness & communication: Set expectations early, define prerequisites (access, power/rack, IP plan, test windows), and provide concise status, risks, and decision points—securing approvals at the right moments.
Execution control & schedule management: Drive dates, bookings, and change windows; maintain visibility with dashboards and checkpoints; ensure artifacts (configs, tests, screenshots) meet acceptance criteria.
Exception management & escalation: Identify jeopardy conditions (data defects, vendor slips, access issues) fast; pursue corrective actions, escalate per matrix, and propose mitigations (partials, substitutes, alternate paths).
Activation, acceptance & commercial closeout: Confirm technical turn-up, run basic validation tests, secure customer acceptance, package as-built documentation, and trigger clean, timely billing.
Quality, data hygiene & continuous improvement: Keep OSS/BSS, inventory, and monitoring in sync; use reason codes and KPIs to reduce rework; refine templates, SOPs, and light automation to increase tsouch-free flow and shorten cycle time.
Key Competencies
- Customer-focused mindset
- Team collaboration and communication
- Ability to work under pressure and meet deadlines
- Data accuracy and process-oriented thinking
- Track key metrics, compile performance reports, and maintain dashboards.
- Maintain brand consistency and reputation standards across all digital touchpoints.
- Support backlink-building initiatives and outreach partnerships.
Requirements
- Clear customer updates and expectation management.
- Vendor management with structured escalation and professional persistence.
- Vendor management with structured escalation and professional persistence.
You Will Thrive Here If You Are
- A self-starter who turns plans into action.
- Highly productive, staying focused on output and outcomes.
- Detail-oriented but also flexible, able to pivot without losing accuracy.
We Offer You:
- Work during Pacific time zone 6AM-3PM PST/ 3PM-12AM local time.
- Organized transport to home. (Mandatory office days are Tuesday and Wednesday).
- Equipment provided by the company.
- Opportunities for career advancement and skill development.
***Please note that we will review CVs sent on English only. Your application will be stored in our recruiting database. It will only be used for recruitment and selection and will not be available to third parties. Only shortlisted candidates will be contacted.
