Implementation Project Manager III or Senior IPM

Astound Broadband, the sixth-largest cable operator in the United States, is a leading supplier of cutting-edge technology and communications services-and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you'll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Position Overview:

Astound Broadband is currently searching for an Implementation Project Manager III or Senior IPM. This individual will be acting as Lead Project Manager and Subject Matter Expert, playing a vital role in ensuring high-quality and timely delivery of fiber optic network solutions. Their primary role is to matrix manage cross-functional teams for the coordinated delivery of services (products) while providing clear, timely, and professional communications with external customers, sales agents, and internal partners. This position is responsible for customer relationship management, coordination of all internal tasks required to complete service delivery of assigned projects, and close out of the project to assure accurate billing and high-quality post-installation support for all services. Products and services included are Point-to-Point and Point-to-Multi-point circuits (ex: NNI with UNI's); Dedicated Internet Access; Dark Fiber; and Wavelength.

The primary position responsibilities will include, but are not limited to:

This is an end-to-end Project Management position that will manage all aspects of Wholesale, Carrier, and Indirect Sales Channel orders and multi-location projects as assigned. He/she will be the customer's single point of contact throughout the process and be responsible for providing our customers with timely, accurate, and professional communications throughout the life of the service delivery process, and immediately thereafter.

More specifically, the Implementation Project Manager:

• Coordinates the project details with all stakeholders, internal and external, which may include the following: Customer, Sales, Sales Agents, Sales Engineers, Field Technicians, Construction Managers, Engineers, NOC technicians, Billing support personnel, and others as required
• Monitors project status against the plan, identifying and managing variances via the project governance structure. Proactively monitors project progress and takes immediate action to react to scope changes and potential roadblocks
• Proactively identifies and drives resolution of service design, contract, construction, site readiness, and other issues that may present potential roadblocks to the timely, professional completion of the project
• Plans and tracks multiple projects; addresses resource planning and allocation issues; manages task delegation to accomplish project goals and objectives; prepares ongoing status reports to the customer and internal project team members; and participates in process improvement programs as requested
• Assists in training and mentoring IPM's that are new to Wave, or who have less experience and/or expertise. Topics include adhering to customer communication standards, project onboarding procedures, problem resolution, and change management
• The IPM is responsible for quality close out of the service order(s) with the customer in accordance with company policies and procedures
• Promotes all Company services
• Approach all customer relationships with the objective of providing an excellent customer experience
• Participate in all training sessions that are assigned
• Provide recommendations for process improvement, and for improvements to the customer experience
• Promote effective, positive relationships with our internal customers
• Perform other duties as assigned

Our ideal candidate will possess:

• Working knowledge of telecommunications products and the general service delivery process, including fiber construction tasks
• Effective, professional communication skills
• A reputation for providing excellent customer service
• Demonstrated excellent organizational and planning skills
• The ability to quickly learn new processes, procedures, and systems related to project management and service delivery, e.g. CRM's, workflow managements systems, and reporting tools
• Strong computer skills; highly experienced with MS Office products, and Google Earth
• Some travel may be required but should be no more than 5% of time during a quarter

Qualifications

Education

Required:

• At least five years of previous experience in telecommunications project management
• 5+ years' of direct customer relationship management experience

Preferred:

• Customer-facing project management experience in the telecommunications industry
• Bachelor's degree preferred, or 5+ years' relatable work experience

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

*Benefits listed above are for regular full-time position

Base Salary: The base salary range in Washington, Oregon and California for this position is $74,000 - $118,000 per year, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Washington, Oregon and California and may not be applicable to other locations.

• Implementation Project Manager III - $74,000 - $104,000
• Senior Implementation Project Manager - $101,000 - $118,000

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates Only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf