Team Member Program Management

Program Manager is responsible for timely & cost-effective Customer Service Delivery & Assurance for the first 30 days post activation for the designated accounts.

Major responsibilities include:

1. Manage large-scale projects overseeing the lifecycle of around 150 orders monthly.
2. Foster a culture of collaboration accountability and continuous improvement with the stakeholders.
3. Engage with customersto understand their order and requirements such as the readiness of space and power at the customers office premises IT room for equipment installation.
4. Regular updates on Customer Communications Project Updates Estimated Delivery Dates (EDD) and Customer Expected Delivery Dates (CRDD)
5. Ensure the required bandwidthfor the customer is provisioned in the system.
6. Demonstrate the successful delivery testingand obtain the Work Completion Certificate (WCR) to initiate billing.
7. Coordinate with field teamsfor the readiness of the Last Mile & Backhaul.
8. Responsible for Delivery NPS & taking corrective action to improve NPS
9. Responsible for Large Value or Large Volume Customer Visits
10. Responsible to drive Delivery Cycle Time Reduction & Install MRC Improvement projects with Cross Functional Teams
11. Responsible for getting CRDD from customers and documenting it with customers on mails and updating in SFDC & all data MIS
12. Responsible for adhering 95% CRDD adherence
13. Responsible for customer complaints within 30 Days of delivery (D30) and fixing it permanently in case of complaints coming because of sub standardise delivery and fixing it permanently in coordination with NOC & Field teams.
14. Forecasting: Analyze trends and orders in hand to provide accurate forecasts for the next month.
15. Dashboard Management: Understand and prepare complex dashboards for management providing clear and concise data visualization. Prepare daily weekly and monthly MIS reports on the status of orders delivered.
16. Cross-Functional Stakeholder Management: Collaborate with various teams including:

• Sales Teamfor any customer support during the fulfilment.
• Planning Teamfor generation of connectivity plans.
• Network Field Operationsfor the backhaul & Last Mile delivery.
• CPO Teamfor customer end installations testing & WCR sign off.
• CDC Teamfor the circuit level provisioning.

The aspirant forthis role must have in-depth understanding about the Telecom NWs and execution practices.

• Over 5-7 years of experience in program management specializing in connectivity product delivery.
• Proven track record of managing large-scale projects and leading diverse teams.
• Strong understanding of project management customer service and technical knowledge of connectivity products and infrastructure.
• Excellent problem-solving leadership and communication skills.
• Proficiency in data analysis and reporting with the ability to generate insightful MIS reports and forecasts.
• Experience in creating and managing complex dashboards for senior management.
• Demonstrated ability in cross-functional stakeholder management.

• Positive thinking
• Willingness to work in a competitive environment.
• Team player
• Good listener