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Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job
Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
Know your stuff-be enthusiastic learners, users, and advocates of our game-changing technology, products, and services, especially our digital tools and experiences
Win as a team-make big things happen by working together and being open to new ideas
Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
Drive results and growth
Respect and promote inclusion and diversity
Do what's right for each other, our customers, investors, and our communities
Responsible for providing management and oversight of Managed Enterprise Solutions products and service installation programs. Successfully delivers program outcomes utilizing advanced program management skills and knowledge to follow the organization's strategic plan and lead the large-to-medium and/or moderately complex programs spanning multiple organizations, including longer-term improvements, and benefits in support of the organization goals. Provides first-line customer support regarding program information, communicates with internal departments to ensure program accuracy and management of escalations. Works with the PMO team, cross-functional teams, and vendors to establish and achieve goals. Responsible for executive-level communications for internal stakeholders and external clients. Ensures successful completion of any projects within the program according to timeline, budget, and specifications. Works independently with limited direction in my own area of knowledge.
Supports multi-location customers with multiple services at each location by managing program execution consisting of multiple projects focused on the installation of the customer’s products and services.
Manages and drives program workstreams required to deliver enterprise products and services. Ensures activities related to service installation, network readiness, systems readiness, billing, and service assurance workstreams are successfully completed to ensure smooth handoffs during project executions. Identifies and manages risks, issues, and gaps that could impact workstream timelines and goals; develops, triggers and manages mitigation plans for program execution.
Establishes and manages to critical dates required for on-time completion of program activities and evaluates the impact of change on the overall program plan.
Plans agendas for and facilitates program team meetings; prioritizes and drives cross-functional activities as related to the programs being managed, and develops and manages communications, summary reports, and status for various audiences; provides accurate program status information in the form of formal briefings, program coordination meetings, and written/graphical reports.
-Interfaces and collaborates with various levels of sales, operations, engineering, and other functional groups to ensure program execution flows appropriately and accurately.
Reviews and responds to requests for information/proposals; reviews contracts and validates services with customers to ensure accuracy.
Provides guidance to other team members on matters of process, procedure, and organizational
compliance; proactively identifies opportunities for improvement in processes and procedures and recommends solutions.
May provide strategic support for managed enterprise solution services as follows: (1) resolves systemic process gaps and issues, (2) identifies systemic task completion issues and develops solutions to resolve, and (3) implements appropriate quality assurance mechanisms to ensure quality handoffs between cross-functional groups and compliance across programs/groups.
Understands the scope of programs as defined by the business requirements and budget process. Participates in key planning milestones.
Identifies, confirms, and obtains participation from required cross-functional teams. Works with the other team members and Strategic Business Initiative to do this effectively.
Builds program plans and maintains program records. Works with the core team to identify and schedule all the work for end-to-end deployment required to fulfill program scope. Identifies and manages program critical path, being mindful of upstream and downstream dependencies.
Facilitates the development and implementation of key goals, objectives, and success criteria for the program with key stakeholders and the core team. Works with resource leadership to obtain and assign resources to the program plan within the Clarity record.
Supports the budget and resource forecasting process.
Analyzes areas of risk to avoid risky activities by identifying and managing critical paths and risk areas. Establishes contingency plans and identifies trigger events and assumes responsibility for initiating corrective actions. Escalates early to SBI to determine when to engage senior management.
Works with leadership and core team members to help identify and assist in making program tradeoffs to balance scope, time, and costs. Ensures proper documentation.
Tracks and manages the program schedule and upstream and downstream dependencies. Analyzes the actual performance against the plan and adjust consistently with plan objectives. Works with Strategic Business Initiative to assist in action item resolution and track completion. Ensures program milestones are accomplished and ensures overall committed timelines are met. Documents all major plan changes in scope, approach, and date delivery.
Communicates updates on major milestones and keeps all stakeholders informed of progress and issues. Identifies and manages proposed changes to program parameters and works with Enterprise Program Management and Program Managers to ensure appropriate processes and communications are followed.
Monitors and ensures the quality of program deliverables. Works with a core team and key field resources to develop and monitor deployment schedules, strategies, and tools to support the implementation of programs through trials and controlled customer deployments.
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
Understands construction dependencies including fiber builds, structured cabling, permit dependencies, and right of entry.
Able to manage programs that require a piece of advanced technical knowledge, including data services and solutions including dynamic routing (e.g., Border Gateway Protocol), static routing, Data Center Implementations, IP address allocation, topologies (e.g., Point-to-Point, MPLS, etc.), SD-WAN, Managed Services, and voice services.
Other duties and responsibilities as assigned.
Education Level – Bachelor’s Degree or Equivalent Experience
Field of Study – Business, Engineering
Certifications – PgMP and PMP (highly preferred)
Years Experience-Generally requires 7-11 years related experience.
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