Senior Operations Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee the daily operations of the contract.

• Manage billing, ordering, and associated business processes.

• Direct service ordering, ensure billing accuracy, manage invoicing cycles, and oversee related protocols.

• Act as the client's representative within the Contractor organization, guiding internal resources and personnel to meet necessary business results.

• Serve as the primary contact for operational issues, ensuring responsiveness and accountability to client requirements.

• Engage in workgroups or committees established by Peraton or the client.

• Ensure that operational practices are in line with contractual commitments and government standards.

• Identify business operations challenges and propose enhancements.

• Promote transparency and compliance through comprehensive documentation, reporting, and quality assurance measures.

• Supervise contract billing activities, including verifying rates, validating service usage, generating invoices, and resolving disputes.

• Monitor the complete lifecycle of client orders, encompassing circuit installations, upgrades, disconnects, and customer premises equipment (CPE).

• Collaborate with internal provisioning, field services, and transport partners to ensure timely and accurate delivery.

• Maintain process maps, standard operating procedures (SOPs), and workflows pertinent to service delivery and support.

• Develop and oversee business controls, documentation standards, and approval workflows.

• Assist with SLA scrubbing, root cause analysis (RCA) tracking, and SLA credit documentation.

⛳️ Requirements

• High School diploma along with 10 years of relevant experience, including possible supervisory or lead roles.

• U.S. Citizenship is required, with the ability to successfully pass a Florida State Department background check.

• At least 5 years of experience working with government clients, ideally in positions involving operational oversight or service delivery.

• Excellent verbal and written communication skills, with a proven ability to engage effectively at all levels of an organization, including with executive leadership.

• Capability to advocate for the client and manage internal resources to fulfill operational expectations.

• Familiarity with telecom billing systems, such as custom ERP/OSS/BSS platforms; experience with Florida CSAB is advantageous.

• Proficient in auditing, reconciling, and reporting on extensive invoices, categorized by agency, circuit, or service type.

• Knowledge of change orders, MACDs (Moves/Add/Changes/Disconnects), and their impact on SLAs.

• Expertise in utilizing and integrating billing, ordering, ticketing, CRM, and asset management systems.

• Strong understanding of Florida government business practices, with specific insights into the operations of the State of Florida, including agencies, cities, counties, and universities.

• Background in telecommunications or enterprise IT contract operations.

• Familiar with MyFloridaNet or similar statewide service initiatives.

• Experience in a hybrid client/contractor governance framework.

• ITIL Foundation certification is preferred but not mandatory.

• Lean Six Sigma certification is favored but not essential.

• Knowledge of public procurement principles, such as CPM/CPPO, is beneficial.

🏝️ Benefits

• Potential eligibility for overtime compensation.

• Potential eligibility for shift differentials.

• Potential eligibility for a discretionary bonus.