Syniverse Technologies

Receive alerts when this company posts new jobs.

Similar Jobs

Job Details

Sr Roaming Manager-MUST SIT IN MIAMI

at Syniverse Technologies

Posted: 9/30/2019
Job Status: Full Time
Job Reference #: R0003702
Keywords: operations

Job Description

General Summary:
This position is responsible for managing the Roaming Operations relationship (wholesale & retail) with the customer. In addition, this person will manage a team of Roaming Coordinators, Roaming Analysts/Engineers, and/or Roaming testers. The candidate must have proven ability to interact with various levels of management. The Senior Roaming Manager will be responsible for ongoing communication with senior level executives at customer, weekly KPI reporting to the customer, act as a liaison between Syniverse and the customer’s functional teams (eg. Operations, Engineering, Finance etc) for requests by the customer or Syniverse. The candidate must have successfully managed remote employees in Central and South America; The candidate should also possess a very strong knowledge of GSM Industry standards and experience in managing a roaming business.

Principal Duties and Responsibilities:
For this section, group the bullets together with a % in front. The lowest % should be a 10% grouping. For each functional title the percentages should total 100%.

Only include duties and responsibilities that comprise more than 10% of the position.
40 %Build and Manage the Customer Roaming Operations Relationship
•Build a strong relationship with key executives and key roaming stakeholders at the customer
•Act as a liaison between Syniverse and the customer for customer requests or feedback
•Provide weekly, monthly, and quarterly KPI and QBR reporting on the roaming business
•Work with the key customer personnel to construct the strategy for the roaming business
•Develop and implement strategies of international Roaming Wholesale business
•Management of reports, and actions all activities around outbound roaming
•Review and manage the roaming operations budget as agreed to by Syniverse and the customer
•Manage a regional team of roaming specialists
30 %Lead and Manage the Roaming Coordination Team Members to perform the following tasks
•Provide support to front line staff in resolving related customer queries
•Escalation point of contact for all client and roaming partner issues
•Ensure that team of roaming coordinators, testers, and SOC specialists are achieving tactical delivery of projects for the client
•Subscriber roaming experience improvement services, including:
•Proactive investigation and troubleshooting of roaming issues
•Delivery of recommendations to improve subscriber experience with Customer’s top twenty (20) roaming partners
•Monitor and analyze the subscriber experience for high usage subscribers.
•Roaming partner analytics, including:
•Deliver additional roaming partner recommendations
•Provide process improvement services, including delivery of recommendations on ways to streamline roaming, clearing and revenue processes
•Provide recommendations on Roaming partners to focus on that may not be generating revenue for Customer.
•Recurring Reporting, including:
•Provide monthly roaming partner and financial trending
•Provide roaming partner analysis by call type
•Provide payables/receivables information and reject information
30 %ROAMING CVP Management (Retail)
•Assess the customer’s acquisition and campaign strategy
•Optimize CVP Strategy via Tiger Team participation
•Design, execute, and manage programs on the Syniverse Mobile Engagement platform on behalf of the customer
•Subscriber roaming experience improvement services, including:
oProactive investigation and troubleshooting of roaming issues
oDelivery of recommendations to improve subscriber experience with Customer’s top twenty (20) roaming partners
oMonitor and analyze the subscriber experience for high usage subscribers.
oRoaming partner analytics aligned with the Roaming CVP, including:
Deliver additional roaming partner recommendations
Provide process improvement services, including delivery of recommendations on ways to streamline roaming, clearing and revenue processes
Provide recommendations on Roaming partners to focus on that may not be generating revenue for Customer.
oRecurring Reporting, including:
Mobile Engagement/campaign tracking of critical KPIs (related to Roaming CVP) like Usage, retention, engagement, conversion
Provide monthly roaming partner and financial trending against retail revenue and margin budgets

Job Requirements:

Experience Requirements
•Bachelor’s Degree in telecommunications, IT or business-related field preferred (experience can replace the degree requirement)
•8+ years of roaming business experience

Knowledge Requirements
•Required Technical Skills
oDetailed knowledge of GSM Standards and its application to the Roaming business
oFunctional understanding of company applications
•Required Interpersonal Skills
oUnderstand corporate level goals and objectives
oStrong leadership, team building, conflict management, influence management, and negotiation skills are required to effectively lead the program
oAbility to ascertain “across the board” impact of decisions
oCustomer service orientation – responsiveness, politeness
oAbility to communicate with upper management and executives
oEffective business communication – oral and written
oAbility to understand issues on both a technical and non-technical level
oPositive attitude – optimism
oFoster a hardworking, dynamic team environment
•Required Project Management Skills
oDevelopment of WBS/project plan
oEstimating project workload
oProvide work direction for staff
oAssessing project risk
oEnsure project time reporting is performed
oProgress tracking for project/tasks
oEscalate issues to upper management when appropriate
•Application Specific
oWireless/telecommunications knowledge
oThorough understanding of application features, operationally and functionally
•Travel: 25%
oMay travel for one week at a time
oMust have valid passport to travel

Additional Information


Syniverse is the world’s most connected company—we pioneer innovations that take businesses further. Our secure, global network reaches billions of people and devices. Our engagement platform powers the customized experiences of the future. And the millions of secure transactions we drive every minute are revolutionizing how goods and services are exchanged. We have always led companies to reimagine the boundaries of possibility. Today we’re delivering on opportunities with the power to change the world. www.syniverse.com



Posted 30+ Days Ago

Full time

R0003702