Senior Service Manager

Senior Service Manager – Channel Operations

With OneWeb, You’ll Get To:

• Be part of the technology revolution in Space
• Accelerate your career through fast paced experiential learning and executive-level exposure
• Work with razor-sharp colleagues in a company where people come first
• Drive Customer Experience to the Stars
• Stimulate operational excellence in a very dynamic and motivated cross-functional team

Who You Are: You’re a customer experience evangelist, and the success of the customer is your success. You’re intrigued by the possibility to create a customer experience framework in a high-tech company. You’re sparked by a fast pace and new challenges, you’re a recognized leader within your domain and your talent is to bring people together and to drive fantastic customer experience. The telecommunications world is not new to you, and becoming part of an innovative company in the space sector is just a dream come true. You want to make a real difference in the world by revolutionizing technology in Space.

What You’ll Do:

• Become an integral part of the OneWeb Service Management Team
• Work with both internal stakeholders and our Distribution Partners to create a customer experience model
• Implement a governance framework that you know from vast experience will support both the Distribution Partner and OneWeb’s requirements
• Develop, produce & present network performance reports that provide meaningful insight into all contracted services
• Provide KPI and SLA management across your nominated Distribution Partner portfolios as per the definition in the contract
• Manage the customer satisfaction program & embrace continual service improvement
• Mentor our Distribution Partners on how to gain value from our Digital Products suite
• Deliver fantastic results & delight our Distribution Partners by demonstrating value & driving positive customer experience
• Active involvement & contribution to regular commercial account review meetings
• Acts as a trusted adviser – Develops long-term relationships based on confidence & trust & as appropriate to the Distribution Partner

What It Takes:

• 5+ years professional experience within the Satellite & Telecommunications space
• Demonstrated success in creating & developing customer relationships, with focus placed upon customer experience

What We’d Love:

• Experience within Satellite Communications & Telecommunications
• Background in any of the following sectors : Enterprise, Government, Maritime, Aviation
• ITIL certification preferable

Where You’ll Be: Remote position based in Canada (Toronto, preferred)

OneWeb is a global leader in connectivity from Space. We are building a constellation of Low Earth Orbit satellites with a network of global gateway stations and a range of user terminals to provide an affordable, fast, high-bandwidth and low-latency broadband communications services, connected to the IoT future and a pathway to 5G. Find out more at http://www.oneweb.world

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