Manager of Dedicated Project Management

Job Description

General Purpose :

The Manager of Dedicated Project Management will play a key role in the growth and expansion of the Dedicated team at AireSpring.

This position will lead the Dedicated Project Managers to ensure they deliver the entire AireSpring solution sold for projects to our Dedicated customers.

The role is responsible for evaluating, implementing, and supporting the Dedicated team, and ensuring success with the various constituents of their projects- customers, partners, and AireSpring Channel Managers.

Reports to : Director of Service Delivery

Direct Reports : 3 Supervisors and 18 - 21 PMs.

Essential Duties and Responsibilities :

Advocate for and support Dedicated customers during the operational experience, anticipating needs and addressing all requests in an effective and efficient manner.

Subject matter expert for customer and internal SLA’s, operational processes, and ongoing plans to support accurate expectation settings with customers and cross functional teams.

Identifies and communicates key operational and customer process gaps. Provides direction and support to resolve.

Leading the Dedicated team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.

Maintaining positive relationships with team, customers, and partners.

Provide upper management and AireSpring executive teams required reports regarding the Dedicated team and projects.

This individual must be able to have a strong understanding of the AireSpring product set and services and assist both the customer in decision making and strategy for deployment as well as the Dedicated team.

Regular interaction with the different teams within Service Delivery and AireSpring as well as the customer’s technical teams will be required to assist customers with questions / issues should they arise.

This role will rely heavily on an individual’s ability to independently manage difficult scenarios in a professional manner.

This individual must be prepared to assist with managing escalations to resolve issues on the customer’s behalf. This may sometimes require involvement with groups outside of the service delivery organization.

Multi-tasking, quick decision making, and strong customer centric mindset are essential to success in this position.

This individual will need to be familiar with all escalation paths and be able to utilize them for assistance to ensure the customer experience remains positive should escalation be required.

Manager of Dedicated Project Management Responsibilities :

Computer literate, including word-processing, database, and spreadsheet programs. Must have 3-5 years Telecom Project Management experience - PMP a plus

Demonstrated experience with complex multi-node projects, with project delivery that span across business units while defining realistic project goals and objectives to the customer.

Demonstrated success in building project timelines and meeting customer and company deadlines.

Demonstrated ability to facilitate team meetings as well as monitor, track and communicate to resolve issues and conflicts with regards to deliverables.

Exceptional verbal, written and presentation skills.

Proven ability to work effectively both independently and as part of a team and lead by example.

Exceptional organizational skills, detail oriented, and comfortable working with diverse customers.

Considerable (minimum 5 years) expertise in creating specialized process improvement initiatives.

Demonstrated ability to lead team members to expand their capabilities as well as document processes and procedures.

This role will lead the Dedicated team who will conduct all Customer Interactions to include but not limited to :

Provide regularly scheduled progress updates to all internal and external stakeholders.

Set implementation expectations.

Confirm ordered services.

Coordinate times and dates.

Conduct a post implementation review for Customer approval.

Update documentation and process tracking in various internal systems accurately and timely.

Track and monitor process through the project’s life cycle.

Support customers from any AireSpring geographic area or sales channel.

Peripheral Duties :

Other Duties as Assigned.