Manager, Wholesale Order

About Us We're building the fiber network you deserve. Consistently fast, refreshingly straightforward and giving you control. From our home base in Kirkland, Washington, we're connecting over one million homes and businesses across the states we serve with fiber internet that works the way it should. No gimmicks, no gotchas. Internet shouldn’t get in the way of life: it should make it better. Job Description This is a remote position. Position Title: Manager, Wholesale Order Base Salary: $75,000 to $125,000 annually DOE Bonus: Target annual bonus Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs. Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge. As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals. Our Company Values: Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention. Empowering You: We help customers choose what is best for them, and we support employees in implementing new ideas and solutions. Innovation and Improvement: We constantly seek ways to improve how we serve customers and each other. Earning Your Trust: We build trust through clear, honest, human communication. Job Summary The Manager, Wholesale Order provides strategic leadership and operational oversight for wholesale level account and order management teams supporting Ziply Fiber’s most complex and strategic wholesale customers. This role leads a high ‑ performing team responsible for customer order, retention, growth, and long ‑ term relationship management, while ensuring exceptional service delivery and operational excellence. The Manager partners closely with Sales, Operations, Product, Finance, and Executive Leadership to align wholesale account strategies with broader business objectives, serves as a senior escalation point for complex customer issues, and drives continuous improvement initiatives that enhance customer satisfaction and long ‑ term value. Essential Duties and Responsibilities: The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed. Leadership, Performance & Team Development · Provide strategic leadership, coaching, and performance management for wholesale account and order management teams. · Establish clear performance expectations, monitor KPIs, and drive accountability for results. · Manage workload distribution, staffing, and resource planning to meet customer demand and service levels. · Champion a customer‑centric, collaborative, and high‑performing team culture. Customer Experience & Issue Resolution · Act as a senior escalation point for complex or high‑impact customer issues, ensuring timely and effective resolution. Strategic Partnership, Improvement & Compliance · Partner cross‑functionally to align wholesale account and order management initiatives with organizational priorities. · Lead continuous improvement efforts to enhance customer experience, operational efficiency, and team performance. · Ensure compliance with company policies, legal requirements, and industry regulations. Wholesale Account Leadership & Customer Support · Oversee account management support for wholesale customers. · Guide teams in managing complex, wholesale‑level accounts with a focus on retention, renewals, and growth opportunities. · Provide leadership on customer service analysis, issue resolution, and proactive relationship management. Wholesale Order Leadership · Oversee day-to-day order operation of ASR and LSR Order processing, including but not limited to the following: o Review all ASRs and LSRs for comprehensiveness. o Determine if the information is correct, complete, and accurately describes what the customer is ordering by validating required data fields using industry standard guidelines (i.e. NC/NCI decoder). o Interface directly with customer to resolve discrepancies between request on ASRs and LSRS. o Issue orders in appropriate provisioning system M6. o Determine tariff that is applicable. o Translate ASR data codes into recognized USOCs and terms. o Based on appropriate tariff, create layout of circuits ordered, complying with high-capacity hierarchy, to determine billable components. o Establish appropriate non-reoccurring and reoccurring charges for each order based on the corresponding tariff or individual customer contract. o Interface with customers with updates on order status and resolve questions or issues. o Proactively advises customers of delays or changes pursuant to available facilities in area. o Coordinate the escalation of orders. o Provision network builds for new carriers and expansion of existing networks. Vendor Leadership, Performance & Workforce Management · Provide strategic direction and oversight for outsourced vendor partner call centers and offline support teams. · Manage vendor relationships, ensuring contractual obligations, performance standards, and quality expectations are met. · Lead performance management frameworks, including KPI development, QA oversight, and vendor scorecards. · Facilitate regular business reviews, performance calibration sessions, and strategic planning with vendor partners. · Oversee workforce management activities, including forecasting, workload distribution, and SLA attainment. · Conduct deep‑dive analysis of operational performance, customer trends, and service gaps. Strategic Wholesale Account Planning & Cross‑Functional Partnership · Support strategic wholesale account planning, including renewal strategies, risk mitigation, and expansion initiatives. · Partner with Sales teams to ensure alignment across customer touchpoints. Operational Frameworks & Process Excellence · Develop and refine workflows, SOPs, and frameworks to support enterprise customer lifecycle management. Other Duties · Performs other duties as required to support the business and evolving organization . Required Qualifications: · High school diploma or GED. · Bachelor’s degree in related field or equivalent combination of education and experience. · Minimum of five (5) years of leadership or supervisory experience in a customer service or account management environment. · Strong organizational skills with the ability to manage multiple priorities. · Proven ability to learn and adapt quickly to new systems and tools. · Strong written and verbal communication skills across all organizational levels. · Proficiency in Microsoft Office applications. · Telecommunications or related industry experience. · Experience supporting wholesale ‑ level or strategic customer accounts. · Working knowledge of contract terms, invoicing, and order processing. · Familiarity with products and technologies such as SIP, VoIP, Ethernet, Fiber Internet, and related services. · Experience partnering with agent or vendor channels. · Experience with systems such as Salesforce, Oracle M6, billing platforms, and workflow tools. Knowledge, Skills, and Abilities: · Ability to work independently and apply sound judgment and reasoning skills to a variety of situations. · Ability to multi-task and collaborate effectively with other personnel to meet deadlines. · Strong verbal and written communication, attention to detail, and organizational skills. · Ability to work within critical deadlines. · Ability to adjust to rapidly changing priorities and schedules. · Ability to provide excellent customer service. Work Authorization Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.