Manager of Implementation

Astound Broadband is searching for a Manager of Implementation for our San Marcos location, who will direct the team responsible for project management and implementation of commercial sales in Texas across our fastest-growing segment. This position is responsible for the organization that coordinates all aspects of commercial product implementation - from order submission to activation. This includes implementing the vision of the organization, supporting a team working daily project management and tracking all customer orders and coordinating with the customer for installation.

In this role, the primary position responsibilities will include:

• Lead the Business Implementation Project Management (IPM) team supporting the Texas market;
• Hire, support and manage the Regional Implementation Project Managers to successfully project manage the life cycle of business orders for all commercial solutions ensuring the team has the resources to succeed and is meeting all performance expectations and policies;
• Identify roadblocks, tracking and partnering with the various teams to ensure successful installation;
• Work with boundary partners including Sales, NOC, Engineering, Construction, Switch Engineering, Phone Operations and Billing;
• Assist in documenting project management and fulfillment processes;
• Provide the point of escalation for the teams throughout the project and/or support the primary Implementation Project Manager on larger/more complex orders by providing workstream status reports;
• Continuously review, measure, and improve the overall fulfillment processes;
• Manage the commercial customer installation experience to exceed customer expectations;
• Train and instill a commitment within the team to ensure a superior customer experience;
• Responsible for accurate reporting and tracking of process metrics including providing regular reporting on KPIs, systemic issues and high-level project updates;
• Lead operations calls to review current order status;
• Escalate issues as needed to the appropriate contacts;
• Identify and effectively manage communication of policy and process changes up and down the chain;
• Ensure that the team processes all necessary post-live operational support requirements. Ensure all are in place to facilitate client support;
• Ensure that the assigned resources understand business obligations under the contract and the agreed deliverables;
• Manage through to resolve any issues that are identified by the assigned team members;
• Conduct monthly one-on-ones with direct reports;
• Consistent exercise of independent judgment and discretion in matters of significance;
• Other duties as assigned.

Our ideal candidate will possess:

• High school diploma or equivalent; Bachelor's degree preferred;
• Project Management or Process Implementation certification preferred;
• Five to ten (5-10) years of Project Management experience in the telecom or cable industry;
• Influential leader with superior analytical abilities, business and technology knowledge, a tremendous customer focus and first-class problem solver;
• Demonstrated expertise in leading successful fulfillment organizations in telecom or technology businesses;
• Demonstrated expertise in fiber optic data and telecommunications solutions;
• Strong organization skills with attention to detail and accuracy;
• Excellent process management, technical, problem-solving, and communication skills;
• Passion for flawless customer fulfillment and installation experiences;
• Highly productive and prioritizes multiple tasks;
• Highly proficient using MS Office products: Project, Word, Excel, PowerPoint. (Graphic programs a plus);
• Excellent written and verbal communication skills;
• Strong ability to partner and leverage other organizations to be successful;
• Strong interpersonal skills to effectively raise potential issues, build partnerships in other organizations and hold teams accountable to customer commitments;
• Facilitates a harmonious team environment;
• Willingness and ability to quickly learn and understand the cable industry, regional communities and customers;
• Recognizes the importance of quality in providing a competitive edge;
• Must be able to sit for extended periods;
• Must have the ability to frequently use repetitive motions of the wrist, hands and/or fingers;
• Must be able to work in a standard office environment; no hazardous or disagreeable work conditions.

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. We embrace, support, and thrive on each other's differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

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