What are the responsibilities and job description for the Manager of Implementation position at Astound?
Description
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 :
Our Mission Statement :
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
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
