Customer Service Operations Architect

4 weeks ago

New York, New York, United States Northstrat Full time
Customer Service Operations Architect

We are seeking an experienced and driven Customer Service Operations Architect to join our dynamic team at Northstrat. The ideal candidate will have extensive experience in one or more of the following areas: customer service call center operations, network monitoring operations, functional architecture design, and operational concept development.

Key Responsibilities
  • Develop functional architecture, workflows, tools, and Concept of Operations for operations center that supports broadband services.
  • Translate strategic vision into tangible and executable roadmap with specific tasks, milestones, and necessary design artifacts.
  • Collaborate with cross-functional teams to define, design, and implement operational concept.
  • Design and setup a network operations center, ensuring it is equipped with necessary hardware, software, and communication tools to support 24/7 operations.
  • Develop and implement operational procedures, protocols, and escalation processes to ensure efficient incident management and customer support.
  • Support the entire product lifecycle from operational requirements development to performing operations.
Requirements
  • Must have Bachelor's degree in systems engineering or a related field.
  • The candidate must have at least 10+ years of relevant experience.
  • Must be a U.S. citizen.
  • You must currently have an active Top-Secret clearance with SCI.
Preferred Qualifications
  • Experience using or implementing customer service center support telephony, service desk, or incident management tools.
  • Experience providing commercial communication services to government agency or Department of Defense customers.
  • Familiar with implementing Information Technology Service Management (ITSM) processes.
  • Familiar with system architectures that leverage Amazon infrastructure and other Amazon services.
  • Experience defining and managing customer service operations requirements.
  • Familiar with Work Force Management (WFM) tools and crew schedule forecasting.
  • Experiencing integrating customer support systems with backend business systems to streamline process for service procurement, billing, accounts, and asset management.
  • Understanding of Agile Scrum practices and traditional waterfall projects.
  • Proficient in Model-Based Systems Engineering using the SysML design language.
  • Experience using Agile methodologies and tooling for project management.
  • Experience architecting complex customer support and IT management systems.
  • Familiarity with Department of Defense spaced-based internet service provider customer support.
  • Experience in commercial space mesh and Business to Government (B2G) service offerings.
  • Strong understanding of ITIL framework and best practices in incident, problem, and change management.
  • Experience developing operational procedures, protocols, and training plans.
  • Ability to thrive in a fast-paced, dynamic environment and effectively manage priorities and deadlines.
  • Experience developing physical Sensitive Compartmented Information Facility (SCIF) designs or developing necessary security processes and protocols.
Benefits

At Northstrat, we value true work-life balance and offer a range of benefits to support our employees' well-being and success.

  • Work/Life Balance: We offer power of choice benefits designed to best meet the needs of you and your lifestyle.
  • Flex Time: We do not mandate specific working hours, allowing you to work an average of 8 hours per weekday over the course of a month.
  • Individual Benefits Account (IBA): We provide a unique and versatile benefits package, the IBA, which places the power of choice in the hands of our employees.
  • Profit Sharing Plan (PSP): We fund semi-annually on the employee's behalf through the IBA in the amount equivalent to 25% (up to the IRS contribution limit) of the employee's compensation.
  • Stock Options: All new employees are offered stock options, with the opportunity to receive additional stock options based on accomplishment of individual performance goals.
  • Lifelong Learning: We promote and nurture a growth environment, offering company-provided online learning opportunities, periodic company-sponsored training events, and reimbursement of work-related education expenses.
  • Bring Your True Self: We embrace diversity and encourage inclusion, supporting employee-led interest groups and challenging our employees to support others and be their best self.

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