Manager of Dedicated Project Management

Company Description

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".

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.

Qualifications

Desired Minimum Qualifications: 

Education and Experience:

• BA or BS degree desired.
• Minimum of three (3) years managing a team of 10+ required.
• Minimum of five (5) years project management of voice, data and/or internet industry experience required.
• Any equivalent combination of education and experience, with additional experience substituting for the required college level training or a year for year basis.

Necessary Knowledge, Skills, and Abilities:

• Basic computer, keyboard, and mouse utilization, including various software applications, internal order database management systems, high-level of MS Word and MS Excel.
• Fundamental working understanding of voice, data, and internet customer application requirements.
• Comfortable working in a demanding fast-paced, customer-focused organization, undergoing change.
• Trained in product and/or project management best practices, procedures, and tools.
• Demonstrated analytical and problem-solving ability for issue resolution.
• Must be comfortable working in an accountable environment.
• Highly organized, must be able to handle multiple tasks with speed and accuracy.
• Must be capable of prioritizing activities and scheduling to obtain effective results.
• Excellent customer and vendor relationship management skills.
• Ability to work independently.
• Strong oral, written communication, and presentation skills.
• Must possess strong time management skills.
• Demonstrate analytical capabilities with attention to detail.
• Must be a team player, able to handle ambiguity, anticipate and react to changes quickly in a fast-paced environment.
• Must have a strong work ethic.

Tools and Equipment Used: 

• AireSpring provided work computer, including word-processing, database, and spreadsheet programs and access to necessary internal systems.

Selection Guidelines: 

Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Additional Information

Selection Guidelines: 

Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

All your information will be kept confidential according to EEO guidelines.