FirstBank Jobs

Description 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 relationshi