Carrier Project Manager II

Company

Cox Communications, Inc.

Job Family Group

Customer Care Group

Job Profile

Customer Project / Program Manager II

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $65,500.00 - $98,300.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Job Summary

This position is on the Carrier Sales Operations Team: In addition to major task listed below, this role will specifically manage Pre-order fulfillment task to facility all fulfillment activities performed by local markets. This work involves working in multiple systems including Neustar, Optix, MINT, and Sales Force. Work is performed for Wireless. These customers (AT&T Mobility, Verizon, TMO, and Dish) are a part of the 200+ Carrier customers that Cox serves nationally. Carrier Projects span multiple states and require national project management disciplines (customer communications, project reprioritization, internal / customer negotiation, and portfolio / project risk management) for these multi-month(s) / year(s) projects supporting these customers. This position has independent discretion (up to $25K / per project) for the management of all types of Carrier projects including new installs, upgrades / downgrades, off net builds - including multiple cell tower circuits, and dark fiber circuit projects, small cell projects, as well as some Type III projects outside of COX’s footprint. This position will determine the total duration needed for each type of project and oversee the end to end process with support from their field PM peers managing the construction boundary partners. This position requires a high level of professionalism due to the communication and decision making required for these customers. This position is a part of a team that supports medium to large sized Carriers in both simple and highly complex multi-site wireline and wireless projects. This role requires attention to detail as projects and MSA agreements are highly complex and will require partnership and intense coordination with others (e.g. Field Fulfillment - Program Management, sales, etc.). Supports longer term sales cycles (e.g. multiple months to years). Requires a high level of professionalism due to level and types of clients.

Major Tasks

• Manages multiple Carrier projects concurrently

• Manages Carrier Projects (Wireless) through multiple systems - into Neustar/OPTIX /MINT/ Salesforce with all pertinent customer project information including project due date, customer location information

• Partners with peer Field PM’s to solve project delays (serviceability, project prioritization, construction, etc.)

• Ensures that Building Access Agreement (BAA) process completes according to plan.

• Proactive Customer Communications:

• Provides each customer with necessary status (at a Carrier level) of all of their projects, due dates and current state of install. Includes risk and notes from all field teams as needed.

• Single point of contact for managing Customer Escalations / Clarifications (project changes / cancels / disputes) prior to bill • Weekly / Monthly Performance Scorecard reviews with Carriers

• Conducts monthly market calls with CAM / PM and Atlanta Sales / Install Funnel / Builds Risk Mitigation Plan

  • Other internal projects as assigned – Works with boundary partners for any OMS simplification / conversion programs (Granite / CABS automation, Quality / Transaction Reduction Projects / ICOMS / CABS Conversions projects, etc.)

• Partners with National Account Mgrs. to address unique Carrier requests. Maintains the consistency of assigned strategic National Accounts, ensuring consistency throughout internal databases and proactively mitigating potential issues. To provide and review the customer inventory, renewals, and term dates of supported accounts with the account and senior management semi-annually; this will require the PM to gather and review information from SharePoint, conduct account audits, ensure timely and accurate billing credit processing, manage MACD requests and ensure proper segmentation of data.

• Regularly exercises discretion and independent judgment to size and plan each Carrier project, including project reprioritizations – nationally. Manage the project from initiation to billing complete • Partners with CB Markets, and National Carrier customers in planning and defining multiple customer projects and project priorities, Carrier resource allocation and timing of deliverables.

• The Project Manager will act as our clients trusted advisor and be assigned to a base of multi-market, multi-location customers with large geographic footprints. The Project Manager is expected to build relationship equity and maintain a consistent line of communication with customers, advocate the customer’s best interest during escalation of issues and coordinate in-person meetings to resolve issues with customers

• Manages installation dates and times with Field PM’s and customer. Schedules customer due date within the required customer timeframes in the necessary systems.

• Partners with the NAM team to assist with MACD and renewal efforts. This may also assist in escalation management on behalf of the NAM to ensure a better customer experience.

Minimum Requirements

• Bachelor’s degree in a related discipline and 2+ years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience; or 6+ years’ experience in a related field

• Strategically minded with an ability to align and collaborate with cross functional teams

• Superior strategic, analytical and negotiating skills

• Excellent interpersonal and proactive customer service skills

• 3 years of commercial telecom account management experience

• Knowledge of broadly used telecom technologies (i.e. SIP, WAN, hosted telephony)

• Required knowledge of Carrier project management process

• Proficient in Windows based applications (Word and Excel, Tableau)

• Ability to meet deadlines with attention to detail

• Works effectively with teams throughout the organization

• Experience in the telecommunications industry

• High Energy with the desire to learn and grow

Preferred

• Working knowledge and experience with Salesforce.com and Tableau strongly desired

• Willingness to take action and be accountable for results

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.