Role Description The Director of Service Operations for the SPS Division will lead critical customer-facing, compliance, pricing, and sales operations functions that support revenue growth, customer retention, operational accuracy, and service excellence. This role will serve as the primary owner of SPS Category 1 E-Rate operations, support pricing strategy and bid response activity, improve sales operations processes, and help ensure a seamless transition of key responsibilities while protecting customer trust and institutional knowledge. E-Rate Program Ownership and Compliance - Serve as the company’s SPS Category 1 E-Rate compliance lead and primary customer advocate for E-Rate matters. - Assume day-to-day responsibilities previously managed by April, including ownership of Form 471 filings, approval monitoring, customer support, compliance tracking, and related E-Rate activities. Responsibilities: - Review and support Form 470 activity and related RFP requirements. - Own Form 471 filings, tracking, approval monitoring, and customer follow-up. - Assist customers with PIA-related matters, as allowed under E-Rate rules. - Support customers with denials, corrections, and related E-Rate issues. - Coordinate customer filing of Form 486 for start of service. - Coordinate annual SPAC filings for each SPIN. - Support responses to USAC audits and compliance reviews. - Provide E-Rate training and guidance to customers and internal teams. - Support Sales and Marketing with E-Rate compliance, best practices, events, website materials, and customer-facing communications. - Work with customer consultants and outside resources, including Bob Richter or Gina Spade, when directed by the customer or business need. - Coordinate with the State of Tennessee and the State E-Rate Coordinator’s office on E-Rate issues, training, and TEBC contract reporting. - Monitor E-Rate program updates and communicate changes to UDT teams and customers. - Develop working knowledge of USAC tools, including Open Data and EPC, to monitor customer activity, funding progress, and sales opportunities. - Provide limited Category 2 support for basic compliance and tracking matters, including contracts, renewals, Form 486 tracking, and coordination with outside resources as needed. Pricing and Bid Support - Continue supporting Bid Response Data pricing and collaborate closely with Rex to ensure proposals are accurate, competitive, compliant, and aligned with margin expectations. Responsibilities: - Support SPS sales teams in managing and evolving pricing options based on customer needs, E-Rate requirements, and available contract vehicles. - Assist the voice team with pricing matters, including new service pricing and price changes. - Support pricing for new SPS products and services. - Maintain documentation of Lowest Corresponding Price compliance for SPS bids. - Support the RFP team to ensure bids for non-K-12 customers and Category 2 opportunities are compliant with LCP requirements or aligned with internal LCP bidding policies. Sales Operations Leadership - Lead strategic Sales Operations initiatives that improve visibility, efficiency, reporting accuracy, and scalability across the SPS Division. Responsibilities: - Design and improve Sales Operations processes, tools, workflows, and reporting systems. - Continue co-ownership of key revenue reporting, including forecasting, MRR, and related sales performance reporting. - Work with SPS Operations, Finance, and Sales leadership to ensure forecasting tools and reports are accurate and actionable. - Support automation efforts that improve reporting consistency and reduce manual work. - Hire, train, and manage a new Sales Operations resource to handle day-to-day operational tasks. - Shift higher-level focus toward process improvement, system optimization, customer experience, and revenue operations maturity. Billing and Customer Support - Provide support to SPS billing resources as needed, particularly related to E-Rate billing processes. Responsibilities: - Monitor USAC billing activity and related customer requirements. - Support billing review activities with customers. - Help resolve E-Rate-related billing questions, documentation needs, or process issues. - Ensure billing support aligns with compliance requirements and customer expectations. Business Value and Impact This promotion creates immediate business value by ensuring a seamless leadership transition, preserving institutional knowledge, and avoiding the cost and delay of an external hire. The role strengthens customer experience by keeping a familiar, senior point of contact in place for E-Rate matters while also improving internal execution across pricing, forecasting, reporting, and billing coordination. By combining E-Rate ownership, pricing support, Sales Operations leadership, and customer advocacy under one experienced leader, the SPS Division will be better positioned to protect revenue, improve margins, increase compliance confidence, and scale more efficiently. Qualifications - Experience working with a Managed Services Provider (MSP). - Proven experience in administrative functions and project coordination. - Strong organizational, problem-solving, and multitasking skills. - Experience working with remote and distributed teams. - Ability to work in a demanding environment. - Excellent communication (verbal and written) and people skills. - Proficiency in using accounting workbooks, financial reporting tools and MS Office (Word, Excel, Power Point). - Experience with ConnectWise or similar CRM systems is a plus. Requirements - Bachelor’s degree in business administration or a related field, or equivalent experience. - Minimum of 3 years of experience in a Managed Service Provider organization. Benefits - Competitive compensation package based on performance. - Medical, dental, vision, life and disability coverage as of the 1st of the month. - Health savings accounts and flexible savings accounts. - 401(k) plan with company match. - 7 annual holidays and unlimited paid time off options.

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