Activations Manager

Position Title:
Activations Manager

Employment Type:
Full-Time

Department:
Operations – Customer Onboarding

Location:
Denver, Colorado

Reports To:
Director of Operations & Customer Service

Position Overview:

The Activations Manager is responsible for managing the full customer onboarding and service activation lifecycle from point of sale to live service. This includes SIM provisioning, device configuration, account validation, shipping coordination, and follow-up. The role ensures that every new customer is activated quickly, accurately, and without unnecessary support intervention. The Activations Manager is expected to lead a structured, KPI-driven process that reduces time-to-activation, minimizes failed setups, and improves customer retention during the critical onboarding window. This position reports directly to the Director of Operations & Customer Service and works cross-functionally with Sales, Fulfillment, Billing, and Tech Support.

1. Workflow Oversight & Activation Execution

  • Manage the daily activation queue across multiple order types

  • Validate new sales orders for fraud flags, billing errors, or plan mismatches

  • Oversee SIM pairing, device configuration, and account setup for all new customers

  • Ensure same-day processing for orders received before cut-off

  • Assign follow-up tasks for customers needing additional setup steps or verification

2. Activation SLA & Ticket Control

  • Enforce same-day activation goal for all complete and shippable orders

  • Track every order from sale through confirmed activation

  • Reduce “unactivated after shipping” backlog by proactive outreach

  • Route complex cases to Tech Support or Billing with clear notes and SLA clock transfer

  • Ensure internal system statuses (CRM, billing, device tracking) are updated in real time

3. Failed Activation Recovery & Risk Management

  • Own the recovery process for all failed activations, including:

    • SIM or device issues

    • Billing mismatch

    • Shipping failure

    • Customer setup confusion

  • Contact customers within 24 hours of activation stall

  • Document resolution path and confirm final service status

  • Report top reasons for failed activations weekly and recommend process fixes

4. Reporting & Team Accountability

  • Monitor and report on:

    • Time-to-activation

    • Activation rate

    • Failure rate

    • Resolution speed

    • Manual intervention rate

  • Meet daily with Fulfillment and Billing to align queue status and blockers

  • Audit random activation records weekly for accuracy, completeness, and compliance

  • Provide training and coaching for any staff involved in the activation flow

Key Objectives & Results (OKRs):

Objective 1: Reduce Time-to-Activation

  • Achieve 85%+ same-day activation for eligible orders

  • Cut average time-to-activation to under 24 hours

  • Identify and resolve shipping-activation delays within 1 business day

Objective 2: Decrease Activation Failures

  • Reduce failed activation rate by 30% within 60 days

  • Launch escalation protocol for unactivated orders by Week 2

  • Track top failure causes and resolve at root level by Week 6

Objective 3: Increase Activation Accuracy & Follow-Up

  • Maintain 100% accuracy in SIM-device pairing

  • Ensure 100% of unactivated customers receive outreach within 24 hours

  • Enforce ticket handoff protocol for all complex cases

Objective 4: Build Cross-Functional Activation Flow Discipline

  • Implement live activation queue dashboard by Week 3

  • Establish activation feedback loop with Sales, Fulfillment, and Tech Support

  • Submit weekly activation summary report with trends and performance deltas

Position Requirements:

  • Must oversee full lifecycle from sale to activation confirmation

  • Must own queue management, SLA enforcement, and failed case recovery

  • Must coordinate cross-functionally with Sales, Fulfillment, Billing, and Tech Support

  • Must be available during U.S. business hours and able to resolve activation issues in real time

Required Qualifications:

  • 5+ years in customer onboarding, telecom provisioning, or service activation leadership

  • Strong understanding of SIM provisioning, device configuration, and fixed wireless hardware

  • Experience with CRM, order management systems, and internal ticketing tools

  • Proven ability to reduce time-to-activation and increase setup success rates

  • Highly organized with strong operational discipline and root-cause mindset

  • Excellent communicator, capable of coordinating across departments and resolving friction fast

📬 How to Apply

Email jobs@nomadinternet.com with:

  • Your short video answering the above questions

  • A link to your resume or LinkedIn profile

  • Any relevant portfolio links or work samples