Service Assurance Account Executive

Zayo Group Holdings, Inc.

Job Overview

Location

Remote - CO

Job Type

Full-time

Full Job Description

📋 Description

• As a Service Assurance Account Executive at Zayo Group Holdings, Inc., you will serve as the primary operations interface and critical customer advocate for a Top 10 strategic customer, ensuring the quality, reliability, and availability of mission-critical bandwidth services that power innovations across industries such as healthcare, finance, technology, and media.
• You will drive superior customer experience by overseeing end-to-end service delivery, acting as the main point of contact during service-impacting events, and coordinating cross-functional efforts to resolve issues, optimize performance, and maintain operational continuity throughout the service lifecycle.
• Zayo provides mission-critical bandwidth via a 141,000-mile network spanning North America and Europe, delivering dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access to carriers, enterprises, and content providers, making your role essential to sustaining high-availability infrastructure for global business operations.
• You will proactively communicate service status during customer-impacting events, act as an escalation point, and provide incident updates from Network Control Center (NCC) communications while engaging directly with customer representatives to ensure transparency and trust.
• You will serve as a customer advocate and technical subject-matter expert for internal teams, developing communication strategies grounded in internal SLAs and operational processes to align cross-departmental efforts with customer needs.
• You will define and develop custom reporting and presentations for regular operations reviews, illustrating network performance trends, highlighting successes, and identifying service improvement opportunities through data-driven insights.
• You will partner with the NCC to lead post-mortem analyses, implement preventive measures, and present findings to customers, ensuring lessons learned translate into tangible service enhancements.
• You will identify and track Service Assurance process gaps via Service Improvement Plans (SIPs), participating in internal and external meetings until resolution, driving accountability and continuous improvement.
• You will monitor SLA adherence, track KPIs, and report on service performance to stakeholders, using analytical skills to convert data into actionable recommendations for service optimization.
• Travel is limited to 10% of the year for customer or direct report requests, allowing for a primarily remote or office-based role with flexibility.
• You will work in a primarily office environment (8 to 5) with occasional after-hours support and on-call responsibilities via cell phone, including weekends and holidays, requiring resilience and commitment to service excellence.
• You will collaborate with technical, operational, and executive stakeholders across organizations to influence outcomes, challenge the status quo, and foster a culture of continuous improvement while maintaining strong professional relationships.
• You will leverage your telecom expertise in Voice, Transport, IP, Data, Fiber, and Managed Services to troubleshoot, configure, and advise on complex service environments, ensuring alignment with industry best practices.
• You will apply knowledge of ITIL frameworks, incident management, and problem management to structure responses, improve response times, and reduce recurrence of service disruptions.
• You will develop strong prioritization, time management, and organizational skills to handle high-volume workloads efficiently, adapting quickly to change while maintaining attention to detail and accuracy.
• You will grow into a trusted advisor role, gaining deep insight into enterprise service expectations and Zayo’s operational capabilities, positioning yourself for advancement in account management, service operations, or technical leadership within a growing global communications infrastructure provider.

🎯 Requirements

• Bachelor’s Degree in Engineering, Telecommunications, or a related technological field
• Minimum of five (5) years of telecom industry experience with knowledge of Voice, Transport, IP, Data, Fiber, and Managed Services
• Strong technical and operational background with understanding of troubleshooting, configuration protocols, and ITIL framework
• Exceptional customer-facing skills, including ability to empathize, communicate at technician and executive levels, and influence stakeholders across organizations
• Strong analytical, time management, organizational, and prioritization capabilities with attention to detail and ability to multi-task
• Willingness to work on-call via cell phone, including weekends and holidays, and travel up to 10% of the year

🏖️ Benefits

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave

Skills & Technologies

Fiber

Remote

$68k-104k

Degree Required

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Zayo Group Holdings, Inc.

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About Zayo Group Holdings, Inc.

Zayo Group Holdings, Inc. operates a global fiber network providing bandwidth infrastructure services to communications and enterprise customers. The company owns and operates dense metro and long-haul fiber networks across North America and Europe, offering dark fiber, wavelength, Ethernet, IP connectivity, colocation, and cloud infrastructure services. Zayo serves wireless carriers, ISPs, hyperscale data centers, financial institutions, healthcare organizations, and government agencies, enabling high-capacity, low-latency connectivity solutions. Founded in 2007 and headquartered in Boulder, Colorado, the company supports mission-critical applications requiring secure, scalable network infrastructure.

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