Director, Customer Transformation Programs

New Horizon Communications (NHC), a leader in the communications technology space, has been delivering cloud-based and legacy Telco communications services to businesses across the country since 2002. As THE Communications STACK Provider™, NHC packages a wide range of technologies every business needs to communicate and collaborate like a modern business should. NHC stacks these packages from the ground-up into three layers:

Network Services - Overlay Services - Managed Services.

The candidate will lead the planning, execution, and ongoing management of the company's strategic initiative to replace obsolete Customer Premises Equipment (CPE) and manage the migration of our customer base to new equipment and/or solutions. This position requires a strong focus on customer communication, program management, cross-functional collaboration, and customer impact mitigation, ensuring the seamless execution of this critical transformation function.

Responsibilities

• Develop and execute the migration strategy for obsolete CPE replacement.
• Create and manage project plans, including timelines, resources, and risk management.
• Align initiatives with company goals, timelines, and budgets.
• Lead cross-functional team across engineering, operations, and customer service.
• Act as the primary liaison between customers, internal teams, vendors, and partners.
• Communicate effectively with customers about the migration’s impact and benefits.
• Monitor customer feedback and implement improvements to enhance satisfaction.
• Establish KPIs and track performance benchmarks to evaluate project success.
• Identify and mitigate risks associated with timelines, scope, and costs.
• Drive on-time project delivery while maintaining quality standards.
• Collaborate with teams to improve functionality, and address migration challenges.
• Provide updates to senior leadership through executive-level presentations.
• Troubleshoot device issues and escalate customer-impacting outages as needed.
• Manage and prioritize multiple tasks while working independently.

Qualifications

• 10 years in telecommunications, network, operations, or similar roles.
• Customer premise equipment knowledge.
• Excellent verbal and written communication skills.
• Expertise in project management.
• Strong leadership and cross-functional team management skills.
• Outstanding communication and stakeholder management abilities.

Salary & Benefits:

• Base salary plus a generous benefit package that includes Health, Dental, Life/AD&D, Short- and Long-Term Disability and 401K with company match.

Job Type: Full-time

Pay: $120,000.00 - $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Concord, MA 01742

Salary : $120,000 - $150,000