Mobile Telephony Operations Analyst

Introduction:

The Mobile Telephony Operations Analyst is responsible for managing handheld device phone services used in the field and ensuring that all mobile accounts with Verizon and AT&T are accurately set up, right-sized, and billed correctly. This role combines day-to-day coordination of new and existing lines with detailed billing analysis to eliminate waste, prevent overcharges, and reduce confusion in carrier invoices.

Responsibilities:

• Coordinate the setup and activation of new phone lines for handheld field devices, including selecting appropriate plans, features, and data options.
• Maintain an accurate inventory of all active phone numbers, SIM cards, and associated devices across Verizon and AT&T accounts.
• Review monthly carrier invoices to verify accuracy of charges, plan assignments, taxes, and fees; investigate variances and unusual charges.
• Identify unused, underutilized, or redundant lines and work with internal stakeholders to confirm status and cancel lines that are no longer needed.
• Proactively manage lines for devices that are damaged, lost, or obsolete to ensure timely suspension or cancellation and recovery of any credits Preparation and assistance with analyses and presentations.
• Analyze rate plans, features, and contract terms to recommend optimizations that reduce cost while supporting operational needs.
• Serve as primary point of contact with Verizon and AT&T account teams and customer service for billing disputes, credits, plan changes, and account clean-up.
• Develop and maintain clear internal documentation and simple summaries of complex carrier billing structures so leaders understand true costs and trends.
• Prepare regular reports on line counts, usage, spend by carrier, and savings opportunities; present findings in a clear, concise format.
• Assist with budgeting and forecasting of mobile telephony costs based on device roadmap, headcount, and contract terms.
• Support internal audits and controls related to mobile devices, including approvals for new lines and periodic reviews of existing services.
• Take on special projects on an as needed basis.

Requirements:

Experience:

• 2+ years of experience working for a major wireless carrier (Verizon or AT&T strongly preferred), ideally in billing, account management or corporate customer care.
• OR 3+ years managing corporate mobile accounts, telecom expense management, or similar role on the customer side.

Skills:

• Strong understanding of wireless carrier billing structures, plan types, surcharges, and common billing gotchas.
• Ability to interpret complex invoices and contracts and translate them into clear, plain-language explanations for non-technical stakeholders.
• High attention to detail with a strong sense of ownership over data accuracy and cost control.
• Intermediate to advanced Excel skills (sorting/filtering, pivot tables, basic formulas) or similar tools for reconciling line lists and bills.
• Strong organizational skills; able to track large numbers of lines and devices and keep records current.
• Effective communication skills and confidence challenging carriers on billing errors and inconsistencies.
• Customer service mindset when supporting internal field users and managers.