Program Manager - Service Delivery Job Description

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Program Manager - Service Delivery

Hotwire Communications - Fort Lauderdale, FL

The Program Manager of Service Delivery Operations will provide field support by identifying and integrating best practices and developing methods and procedures to directly support the field teams. This position includes activities such as project planning and scheduling; budgeting; results reporting and tracking; project tracking/administration/oversight and invoice reconciliation. The position also involves cross-functional and direct support of Account Management, Launch Account Management and Sales Leadership to intake projects and communicate project scheduling, remove roadblocks and execute project plans.

RESPONSIBILITIES:

Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
Coordinate internal resources and third parties/vendors for the execution of projects.
Develop a detailed project plan to monitor and track progress.
Develop comprehensive project plans to be shared with clients as well as other staff members
Establish and maintain the relationship with internal stakeholders and external vendors
Identify local processes or reports to automate, simplify, eliminate, integrate and create standards and documentation to support internal tools and websites.
Manage changes to the project scope, project schedule and project costs using appropriate verification techniques.
Manage multiple projects and teams concurrently.
Partner with peers within Hotwire to help streamline processes, drive end to end process improvements and efficiencies, and provide overall support to cross functional teams when needed.
Partner with the construction and operations organizations to ensure appropriate processes and mechanisms are in place in order to deliver key metrics.
Perform regular data analysis to track performance
Perform risk management to minimize project risks.
Prepare and present reports for upper management regarding status of project.
Provide project coordination for the overall Service Delivery organization including the local OSP and ISP organizations.
Rely on experience and judgment to plan and accomplish goals and perform a variety of tasks. Lead and direct the work of others.
Schedule and meet with teams to clarify specific requirements of each project.
Work directly and coordinate meetings, deadlines and requirements with other departments and vendors to ensure all aspects of each project are completed.
Other duties as assigned.

MINIMUM QUALIFICATIONS: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.

Ability to effectively engage/interact/communicate with all levels within the organization and external stakeholders.
At least 5 years of relevant work experience.
Bachelor's degree or equivalent project management experience
Experience in driving process improvement across diverse teams.
Experience in reporting and analysis, and ROI analysis.
High level of proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
Knowledge of cable and telecommunications products and services.
Knowledge of cable billing and dispatch systems and Salesforce.com
Strong project management skills and knowledge of Project Management tools.
Strong understanding of contract language and other agreements
Understanding of how field organizations operate.

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

Comprehensive Healthcare/Dental/Vision Plans
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
Paid Volunteer Time
Paid Parental Leave
Hotwire Service Discounts - for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks

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