Mobile Onboarding Specialist

Here at Three, we’ve done things differently since day one.

We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen.
We encourage our employees to face their weaknesses, to really open themselves up to new opportunities and projects in a super-charged and rich learning environment. We want you to become the best version of yourself.

Join us as a Mobile Onboarding Specialist

This position is an integral part of the Enterprise & Core Product Implementation Chapter, coupled with close collaborative day to day workings with the Enterprise Tribe & applicable Squads on key mobile project related implementations.

Encompassing the end-to-end elements of our strategic Enterprise & Government customers mobile onboarding requirements, bespoke configuration, management of evaluation connectivity & hardware. Your mission is to ensure each customer receives an exceptional, efficient, and high-quality onboarding experience, culminating in a smooth handover to in-life service. In addition, you will manage key vendor relationships, uphold governance standards, and drive continuous improvement across the mobile onboarding process.

What else it involves

• Working alongside the Project Manager lead & own the end-to-end mobile & connectivity elements of the customer onboarding project.
• Full responsibility for the management of the customer masterfile throughout the project in-life phase, ensuring all changes are correctly captured based on migration requests & customer related updates.
• Design & implement tailored hybrid solutions that wrap around the customer’s specific mobile onboarding needs.
• Build & maintain strong working relations with the Enterprise Acquisition & Service Enablement Squads + Care COE’s to set clear customer expectations in advance of onboarding & maximise operational optimisation.
• Own, monitor & support structured pilot mobile migrations for large complex EPG customers to significantly reduce the risk of connectivity issues during the fully live phase of the onboarding project.
• Creation of Sim & hardware orders in Salesforce to align with the customers onboarding requirements.
• Responsible for the daily submission of onboarding customer ports & activations, ensuring effective follow through with the PST & successful connectivity.
• Interpret, manage & coordinate bespoke configuration requirements (sims, hardware, labelling etc) following through extensively with the outsource partner to ensure successful high-quality completion & onward shipment to the end customer.
• Manage & own the coordination of available onsite resources for customer onboarding clinics, in conjunction with the outsourced partner.
• Provide relevant device technical processes, data & training material for the on boarding vendor & customer alike.
• Drive continuous onboarding related improvements & efficiencies through relevant collaboration with Tribes, Squads & Chapters. Ensuring all improvements or process changes bring positive yield to at least one of the following: customer experience, quality of service, drive efficiencies, reduce cost etc
• Engage closely with the Commercial Device Team, ensuring attendance & input into the monthly ranging meetings coupled with maintaining up to date knowledge on emerging device technology.
• Own & manage sales related “seed stock” pool maximising availability and that the process is being adhered to by the Acquisition squads.
• End to end ownership & management of the internal Business test sim request process, ensuring timely processing of activations & automated disconnection.
• Lead & own end the end-to-end process for EPG customer rebates, ensuring full governance & transparency throughout with process records in “audit ready” condition.
• Own (& develop where applicable) appropriate scheduled reporting & corresponding metrics.

Skills we're looking for

• Approx 3-5 years relevant experience in a similar Operations, Project or Process Improvement role, inclusive of both vendor & customer facing exposure.
•  Business degree and/or equivalent experience
•  Ability to produce clear & concise documentation that is suitable for both internal & direct customer use.
•  Acute problem solver encompassing strong collaboration & subsequent closure.
•  Complete customer centric approach assessing the impact in each choice made or change in process.
•  Lead without formal authority utilising industry knowledge, experience coupled with a solid track record.
•  Knowledge & experience in working with and interpreting behavior of mobile operating systems such as IOS, Android, Windows would be an advantage.
•  Experience in working with mobile and/or connectivity type products/technology
•  Strong attention to detail and the ability to interpret operational IT systems such as Oracle, Amdocs.
•  Lead, engage & collaborate in a cross functional environment for shared success.
•  Excellent problem-solving skills with corrective action follow through.
•  Proven ability to drive change & seek buy in across multiple teams/functions.
•  Experience of working in a project, process or operational capacity, with strong track record of driving & delivering operational excellence in a highly dynamic environment.
•  Strong analytical skills with an ability to draw conclusions from various data sources
•  Highly organised with a structured approach.
•  Familiarity with cloud computing concepts such as Salesforce.com
•  Excellent communication, written & interpersonal skills.
•  Strong PowerPoint & presentation skills.

Benefits of Working at Three

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Dublin Head office location (3 days per week office based)
• Competitive salary, annual performance bonus & pension contribution
• 25 days holidays plus 2.5 company days
• Annual Leave buy or sell (buy or sell up to 5 days AL each year)
• Healthcare Insurance through our flexible benefits programme
• Life assurance, phone & laptop, subsidized canteen
• Access to learning & development tools
• Free on-site parking

You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. Apply now at: https://www.three.ie/careers #Jobs

At Three, we are committed to diversity and inclusion. As Ireland’s largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this. We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves. If you do not ‘tick every box’ in this job description, you likely have other valuable skills that would make you a great fit for one of our teams. If you feel this role is for you, then please apply! #Jobs

If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email aoife.omeara@three.ie Apply now at Three, a Phenomenal career awaits!