Customer Service Operations Architect

Northstrat is seeking an experienced and driven Customer Service Operations Architect to join our dynamic team. 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. This role demands a self-starter who can take vaguely defined tasks and independently deliver high-quality solutions. 

Key Responsibilities 

• Develop functional architecture, workflows, tools, and Concept of Operations for operations center that supports broadband services. 
• Translate strategic vison 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. 
• Experience in designing a customer support center or network operations center. 

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

Work/Life Balance

Northstrat values true work life balance. We offer power of choice benefits designed to best meet the needs of you and your lifestyle. Our benefits programs are designed to support and encourage wellness, healthy living, retirement investment, and lifetime learning.

Flex Time

Northstrat does not mandate specific working hours. Although project requirements may dictate schedules, a Northstrat employee is only required to work an average of 8 hours per weekday over the course of a month. For example: John worked 12 hours on June 1st to meet a project deadline. On June 15th, John only worked 4 hours because he left early for a long weekend. John’s IBA was not debited for time off because flex time allowed him to carry over those 4 hours from June 1st.

Individual Benefits Account (IBA)

To attract and retain the highest quality staff, Northstrat provides a unique and versatile benefits package, the Individual Benefit Account (IBA), which places the power of choice in the hands of our greatest asset – the employee.

The purpose of the IBA is to provide attractive benefits to all full-time employees of Northstrat on a flexible basis that enables each covered employee to select a package that best suits his or her needs. Whether those needs are paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of any of these, the IBA provides flexibility to help you meet your specific goals. The IBA can be used for such things as:

• Medical and Vision Insurance through United Health Care; Dental insurance through Delta Dental
• 100% Medical Reimbursement
• Time Off with Pay
• Profit Sharing Plan
• 401k
• Educational Benefits
• Additional Income

IBA Benefits accrue each month in the amount equivalent to 50% of the employee’s monthly compensation rate. That is, the effective dollar amount of this accrual is in addition to an employee’s salary.

Profit Sharing Plan (PSP)

The PSP is a qualified retirement plan that Northstrat funds 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. That is, of the 50% accrual in the IBA, half of the amount accrued is applied to the PSP.

Stock Options

Because Northstrat is an employee-owned company, all new employees are offered stock options. Employees have the opportunity to receive additional stock options based on accomplishment of individual performance goals. Stock owners elect the Board of Directors and are directly impacted by the success of the company.

Lifelong Learning

Our culture promotes and nurtures a growth environment. We hire and scale rapidly to meet the needs of our partner customers. Through the use of company provided online learning opportunities, periodic company sponsored training events, and the ability to use IBA funds for reimbursement of work-related education expenses you will have the opportunity to continually grow your skills and abilities.

Bring Your True Self

We embrace diversity and encourage inclusion. We support employee led interest groups and challenge our employees to support others and be their best self. We are so true to our beliefs that we offer employee referral incentives. When you like it here, your friends and family will too!

Northstrat is an Equal Opportunity Employer

We are committed to fostering an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.