Manager, Program Management – Customer Service


Client Reference Code: 205817
Responsible for all aspects of the development and implementation of assigned projects and provides a single point of contact for those projects. Takes projects from original concept through final implementation. Provides technical and analytical guidance to project team.


Actively and consistently support all efforts to simplify and enhance the customer experience

Tracks impact and performance metrics required to ensure project goals and objectives are met

Serves as a resource to business owners and key stakeholders such as the Customer Service GVPs and associated Site VPs to assist them with implementing the customer service roadmap and making improvements/changes as legacy groups are aligned under a single playbook

Provides administrative support related to projects

Ensures project control systems are in place and integrates project data for decision makers
Develops presentations and reporting to communicate project strategy, action plan and status


Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to provide leadership and direction to cross-functional and virtual teams with a mixture of direct and dotted line reporting.
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to address the public in a professional manner
Ability to prioritize and organize effectively
Ability to stay current on new technologies related to our industry
Knowledge of all functions and related tasks in the area of Fiber deployment.
Strong Excel, PowerPoint and Microsoft Word expertise
Ability to develop strong working relationships with peers and project members
Knowledge of billing systems, agent desktop tools, and customer service processes

Associate or Bachelor’s Degree

Related Work Experience Number of Years
Related work experience 7 – 10

Office Environment

Job Code : TWCKGN520 Mgr, Program Management Exempt


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