Program Manager
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Overview:
The Program Manager is responsible for leading Telecom project delivery and technical implementation teams. This role based in the St. Petersburg FL office and oversees Project Managers and Project Engineers to ensure seamless execution of enterprise customer onboarding installations upgrades relocations and managed service deployments.
This position owns the operational integrity of the full implementation lifecycle from post-contract handoff through go-live and transition to ongoing support ensuring projects are delivered on time within scope within budget and aligned with customer expectations and profitability objectives.
Supervisory Responsibilities:
Directly manages Project Managers Enterprise Account Managers and Project Engineers .
Provides coordination with Dispatch Client Success Billing Technical Support and Internal Dev.
Responsible for hiring onboarding coaching performance management and development of team members.
Establishes KPIs and performance metrics aligned with customer satisfaction revenue growth and operational efficiency.
Key Responsibilities:
1. Implementation & Project Oversight
Oversee all customer-related projects including new client onboardings UCaaS/VoIP installations office relocations enterprise upgrades SIP trunk deployments and managed service implementations.
Ensure detailed project plans are created maintained and communicated.
Develop and enforce SLA update standards.
Monitor timelines milestones deliverables and risk mitigation plans.
Ensure proper documentation including installation plans site surveys as-built documentation and support handoff documentation.
Oversee permit applications when required.
Ensure smooth transition from implementation to long-term support.
2. Technical Delivery Excellence
Ensure proper staging configuration validation and testing of voice data security AV and managed service equipment.
Maintain standards for system configuration call flows provisioning and diagnostics.
Oversee staging accuracy verification and Go-Live support including after-hours cutovers.
Maintain technical standards across UCaaS VoIP security systems and cloud integrations.
Ensure compliance with change management incident management and BC/DR protocols.
3. Enterprise Customer Experience Alignment
Ensure white-glove service delivery to enterprise/VIP accounts.
Monitor customer satisfaction and proactively manage escalations.
Support cross-sell and upsell execution through operational alignment.
Ensure clear lifecycle communication milestone transparency and end-user training support.
4. Financial & Operational Management
Monitor labor utilization equipment tracking scope changes and margin protection.
Ensure accurate forecasting of resources and timelines.
Oversee billing coordination and discrepancy resolution.
Enforce disciplined change management to minimize scope creep.
5. Cross-Functional Leadership
Partner with Sales Client Success Engineering Billing and Support teams.
Promote collaboration and eliminate operational silos.
Drive continuous improvement across systems and workflows.
6. Business Continuity & Compliance
Participate in the development testing and execution of Business Continuity and Disaster Recovery (BC/DR) initiatives.
Follow established security incident management and changemanagement procedures.
Maintain uptodate knowledge of VoIP phones firewalls switches routers cloud platforms and related technologies.
7. Additional Duties
Participate in support for after-hour installations and system cutovers as needed.
Travel locally or overnight for training installations and customer support.
Perform other duties as assigned.
Education and Experience:
Bachelors degree in Business Telecommunications Engineering or related field preferred.
7 years of experience in telecommunications UCaaS VoIP or managed services.
3 years of leadership experience managing project or technical teams.
PMP Certification preferred.
Valid drivers license and safe driving record required.
Required Skills/Abilities:
Excellent verbal written and interpersonal communication skills.
Strong customer service orientation and ability to deliver training effectively.
Exceptional organizational skills and attention to detail.
Proficiency with hand tools power tools cable testing devices and network diagnostic tools.
Strong time management skills with the ability to meet deadlines in a fast-paced environment.
Analytical and problemsolving skills with the ability to prioritize multiple tasks.
Proficiency with Microsoft Office Suite and related applications.
Preferred Experience/Skills
Experience with any of the following is highly valued:
Network & Security Technologies
- Firewalls gateways switches APs and cloud management
Security & Surveillance
- IP-based systems (cameras access control)
UCaaS / VoIP Devices & Platforms
- Phones Conferencing equipment
Microsoft & Cloud Technologies
- Windows OS Microsoft 365
- Azure Exchange Teams administration
- Microsoft Intune Windows 365
Telecom Infrastructure
- Low-voltage cabling termination testing patch panel organization
- Amphenol/PRI handling
- Legacy PBX systems
- Experience with number porting
