Program Manager

Company Overview

Reporting to the Senior Manager, Program Management, the Regional Program Manager (RPM) leads execution of assigned business initiatives through the start of the life cycle management phase. The RPM is responsible for working with sales teams, clients, and service delivery to define and implement the regional operational solutions for multinational customers (MNCs). This position is responsible for leading cross-functional teams and performing detailed project planning. The RPM will translate MNC requirements into an operational solution and define service delivery success factors. Technical knowledge of basic modern telecommunications concepts is essential.

The RPM interfaces with the local Project Managers in each country assigned to MNC accounts and is responsible for ensuring fluid interaction with the regional provisioning organization. This is a demanding, customer-oriented position in a complex environment aimed at delivering excellent results. Customer interfacing and PM experience are essential. Working out of regular days and hours is expected under certain circumstances.

Responsibilities

• Program Evaluation
  • Review and analyze program objectives and requirements
  • Identify internal stakeholders and require organizational support
  • Understand the basic technical requirements of the project
  • Identify potential bottlenecks in the implementation process and solution workarounds needed to meet and exceed customers’ expectations.
• Program Development
  • Communicate customer requirements
  • Establish a baseline of shared objectives and expectations
  • Define schedules and completion timeframes * Ensure proactive, timely customer communication
• Plan Execution
  • Position oneself as the primary client interface
  • Lead Implementation Team
  • Oversee configuration management and change control
  • Risk analysis and management
• Project Tracking
  • Supervise team members’ documentation and task completion in relevant systems toensure accurate status and billing trigger
  • Provide accurate Project Scopes and Meeting Minutes to all stakeholders
  • Provide feedback to internal organizations, including Pre-Sales, Finance, Product, andProvisioning to improve internal processes.
• Conflict resolution
  • Manage customers’ demands and possible opposition to meet such demands
  • Handle project planning according to deviations from the original schedule
  • Ability to contain and deflectaggressive behaviors from customers and internal stakeholders, which may arise under high-pressure situationssituations.
• Solution Implementation
  • Document all information needed for a clean implementation and transition tomaintenance teams in different countries.
  • Define human and material resources to implement solutions
  • Coordinate interaction between different systems and people in several countries
  • Attend testing and implementation calls and/or online meetings.
  • Adhere to customers’ schedules mostly in Latin America
• Documentation
  • Manage documentation efficiently in order to comply with tight delivery frames
  • Prepare implementation reports in standard and non-standard formats

Qualifications

• Bachelor's Degree BS Engineering or equivalent experience in Telecom field Required• 4-6 years 5+ years customer interface experience preferably in related area Required• Fluency in English and Spanish required• Portuguese desired• Certified Project Management Professional (PMP)-PMI PMI Certification Upon Hire Preferred• ITIL Foundations v3 ITIL Foundations Upon Hire Preferred• CCNA - Cisco Certified Network Technician Upon Hire Preferred• CCNP - Cisco Certified Network Professional Upon Hire Preferred• Cisco CCIP Certification Upon Hire Preferred