Support Operations Technical Project Manager

Support Operations Technical Project Manager 

Department: Networks Operations 

Reports To: VP of Network Operations  

POSITION SUMMARY 

The Support Operations Technical Project Manager will play a key role in driving the successful execution of major operational and technical initiatives within Vero Fiber. This individual will assist in the day-to-day management of strategic projects, including growing our Network Operations Center (NOC), Customer Service and Technical Support Center, implementing automation and process improvements across support functions, and supporting the integration of new organizations and systems. This position will report directly to the Vice President of Network Operations and collaborate closely with internal teams such as Engineering, Billing, IT/Development, PMO Business Development, Outside Plant and Field Operations to ensure projects are delivered efficiently, on time, and aligned with company goals. 

 
RESPONSIBILITIES 

• Project Planning & Execution: 
• Lead and manage multiple concurrent projects related to NOC buildouts, customer service operations, automation initiatives, and organizational integrations. 
• Develop detailed project plans, timelines, and resource allocations. 
• Track project milestones, deliverables, and dependencies using Zoho Projects and other project management tools. 
• Cross Department Coordination: 
• Serve as the primary point of contact between technical, operational, and business teams to ensure clear communication and alignment on priorities. 
• Facilitate regular project meetings, updates, and reviews with internal stakeholders. 
• Support the standardization of processes across departments to improve operational efficiency. 
• Operational & Technical Oversight: 
• Collaborate with NOC, Customer Service and Technical Support leadership to implement operational improvements, workflow automation, and new support tools. 
• Assist in developing and documenting procedures for customer support, escalation handling, and incident response. 
• Ensure integration efforts between systems (CRM, billing, monitoring, automation platforms, etc.) are properly scoped and coordinated. 
• Data & Reporting: 
• Monitor project performance metrics, budgets, and progress reports for executive review. 
• Build and maintain dashboards in Zoho, Excel, or Power BI to track progress and outcomes. 
• Process Development & Change Management: 
• Help define standard operating procedures (SOPs) for technical and customer service functions. 
• Support change management activities to ensure smooth adoption of new tools and workflows. 
• Coordinate training and documentation for staff impacted by new systems or processes. 

CORE COMPETENCIES
There are several competencies required to be successful in this position. The following are some of the most important and definitions of each are included at the end of this job posting: Safety and Security, Quality of work, and Results-Orientation.
 

REQUIRED QUALIFICATIONS 

• 3–5 years of experience in technical program or project management, preferably within the telecommunications or ISP industry. 
• Proven track record of managing large, cross-functional operational or technical projects (e.g., NOC or call center setup, system integrations, or automation initiatives). 
• Strong familiarity with Network Operations Center (NOC), Customer Service, and Technical Support functions and workflows. 
• Experience with Zoho Projects (or similar platforms such as Asana, Smartsheet, or Jira). 
• Proficiency in Microsoft Excel, Microsoft Project, and other Microsoft 365 applications. 
• Excellent communication, organizational, and time management skills. 
• Ability to coordinate across multiple departments with technical and non-technical stakeholders. 
• Strong analytical and problem-solving abilities with a focus on execution and results. 
• PMP or other project management certification is a plus. 

JOB DETAILS AND PHYSICAL REQUIREMENTS 

• This has no travel requirements. 
• Must be authorized to work in the United States. 
• This is a staff position. 
• This is a Nonexempt position. 
• This is a Full-Time position. 
• This is a Remote position. 
• The schedule for this position is based on company requirements for the role. At this time the schedule is Monday through Friday with occasional weekend availability as needed to fulfill the core duties of the role. 
• This position requires the ability to sit and work at a desk for extended periods of time, using a computer and other office equipment. 
• This position requires the ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time. 

ABOUT VERO
Vero Broadband was formed to fill a need in unserviceable and underserved communities where access to affordable, reliable broadband simply does not exist. Our goal is to bring the highest quality fiber optic-based broadband services to these communities. In addition, Vero strives to enhance communities by becoming an active partner in these communities by adding jobs, supporting local causes, and helping improve the connectivity of schools and rural healthcare as well.
NOTICES
Vero participates in E-Verify. Vero will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization. For more information about E-Verify, please visit: www.e-verify.gov
This position requires the ability to pass a standard background check upon offer of position.
At least 2 professional references are required.
CORE COMPETENCY DEFINITIONS
Safety and Security: Employees with a competency of safety and security are able to observe safety and security procedures, report potentially unsafe conditions and use equipment and materials properly. At intermediate levels that can determine appropriate action beyond guidelines. At higher levels of competency, employees make proactive suggestions to improve safety and security within their department or across the organization.
Quality of work: Employees with high quality of work demonstrate accuracy and thoroughness in their work product. They look for ways to improve and promote quality and can apply feedback to improve performance. A stronger employee will monitor their own work to ensure quality. 
Results-oriented: Employees who are results-oriented focus on achieving results for the organization or team. Most employees routinely achieve their goals and gradually move on to more challenging tasks. More results-oriented employees go beyond that baseline to deliver exceptional value in their daily work.