[Remote] Director, Service Operations - SPS

Note: The job is a remote job and is open to candidates in USA. Sucrée is a national technology solutions provider that modernizes, connects, secures, and manages technology environments. The Director of Service Operations for the SPS Division will lead customer-facing operations, compliance, pricing, and sales functions to support revenue growth and service excellence.

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
• 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
• 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
• 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

Skills

• 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)
• 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
• Experience with ConnectWise or similar CRM systems is a plus

Benefits

• Medical, dental, vision, life and disability coverage as of the 1st of the month
• Health savings accounts
• Flexible savings accounts
• 401(k) plan with company match
• 7 annual holidays and unlimited paid time off options

Company Overview