Order Fulfillment Manager in Augusta, GA at WOW!

Date Posted: 10/14/2021

Job Snapshot

  • Employee Type:
  • Location:
    Augusta, GA
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

The Order Fulfillment Manager is responsible for project management of WOW business class customers.  Working in an agile manner, the job will drive the successful implementation of all business customers.

Duties & Responsibilities:

Essential Duties and Responsibilities include the following but are not limited to:

  • Partnering with all areas of the business as required and the functional Service Delivery Management team to create sound performance metrics (measures), reporting and process

  • Manage/coordinate Complex business orders through installation/disconnect and complete billing for completed jobs.  This includes managing the order through the LNP process and informing customers of the process and timeframe for completion

  • Maintain customer records associated with the order process, including order status and reschedules.

  • Keep supervisor advised of any operational issues with regard to the order management process

  • Communicating with customers about the status of an order, install times and related issues about their order

  • Keep up to date on multiple systems used in the order management process.

  • Provide explanation and instructions on how to use the features of all services provided by the business division

  • Improves systems by studying current practices; designing modifications.

  • Recommends controls by identifying problems; writing improved procedures.

  • Defines project requirements by identifying project milestones, phases, and elements; forming a project team; establishing a project budget.

  • Monitors project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.

  • Maintains system protocols by writing and updating procedures.

  • Contributes to team effort by accomplishing related results as needed

  • All other duties as assigned


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, an individual must have exceptional organizational skills and be able to multi-task.  They must also be able to provide outstanding customer service and support in a professional manner and in accordance with company policies and standards.  

  • Desire to learn new skills, be challenged and have growth potential

  • Must be able to work independently with minimal guidance 

  • Solid organizational and time management skills

Ability to communicate with customers in a clear manner

  • Ability to manage through multiple initiatives simultaneously

  • Project management experience, preferably in an MSO environment

  • Cross-functional knowledge that lends itself to interpret and understand impacts of any change to the Service Delivery organization

  • Ability to work in a fast-paced, team environment

  • Able to work with other groups

  • Strong understanding of the Host/Matrix product

  • The candidate should maintain exceptionally strong written and verbal communication skills

This position requires the applicant to be focused, goal-driven and exhibit obsessive attention to detail.  Applicant must be a team player who can motivate team members and cross-resource to accomplish the common goal.   Must be able to work under pressure, along with demonstrating solid time management skills and demonstrate a winning attitude.


  • High school diploma and equivalent work-related experience 

  • Previous project management experience

  • 3+ years public relations, sales and/or customer service experience

  • Experience with the WOW network and related service delivery equipment is a plus

  • Technical proficiency in Windows, Visio, Word, Excel, Project and Microsoft Office required

  • Excellent oral and written communication skills

Computer Skills: 

Proficiency with word processing and spreadsheet software, Internet software and e-mail. Ability to learn new software systems and access online support/tools.  

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job the employee is regularly required to use hands to finger, handle, or feel and talk or hear.  The employee is occasionally required to stand; walk; sit and reach with hands and arms.  The vision requirements include:  close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The employee is required to work designated shift hours.   Evening and weekend shifts.  Ability to work independently and as a member of a team.

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran