Job Description Summary:
The Project Manager II is responsible for managing multiple orders and mid to large-sized enterprise projects, with a focus on onboarding and ongoing MACD (Moves, Adds, Changes, and Disconnects) support. This includes services such as Microsoft Teams Operator Connect and Direct Routing, Ethernet, Broadband, Wireless, Hosted Voice, Cloud, and other Managed Services within the Fusion Connect portfolio.
The Project Manager II creates and ensures the successful execution of a well-structured implementation plan, delivering high-quality services efficiently and cost-effectively. By maintaining exceptional performance standards and close collaboration with internal teams and clients, the Project Manager II plays a critical role in driving customer satisfaction and service excellence.
Job Description:
Essential Duties and Responsibilities include the following (other duties may be assigned):
- Lead multiple mid- to large-scale enterprise projects simultaneously. Responsibilities include facilitating kickoff meetings, conducting weekly cadence calls with clients and partners, coordinating resources (internal teams, contractors, vendors, and partner carriers), and managing project budgets.
- Review and validate the accuracy and completeness of all new client orders, request all necessary documentation from client for order accuracy and provisioning.
- Provide technical support to customers and vendors, confirm service requirements, and manage changes to in-progress orders.
- Define project scope, objectives, timelines, and budgets; establish and maintain implementation schedules and milestone tracking.
- Deliver regular implementation updates by generating and distributing daily and/or weekly progress reports to clients and partners.
- Create and maintain detailed project documentation, including timelines, KPIs, and SLAs, to monitor and report on project health and performance.
- Proactively track and manage order statuses, ensuring timely processing and communication with stakeholders.
- Coordinate service delivery efforts with internal departments, service providers, and customers to ensure accurate and on-time implementation.
- Update and manage project management tools and databases with current information and client communications.
- Act as a liaison between Sales, Customers, Vendors, and Partners, working closely with Circuit Delivery, Provisioning, Implementation Engineers, and Field Service Technicians to ensure smooth service installations and activations.
- Support team development by sharing knowledge and expertise with fellow Project Managers.
- Lead and manage escalations through collaboration with operations leadership and other internal departments.
- Address and resolve post-activation issues related to installations.
Knowledge, Skills and Abilities Requirements:- Excellent time management abilities with a proven track record of meeting deadlines and balancing priorities.
- Proficient in productivity tools, including Microsoft Office Suite (Excel, PowerPoint, Outlook, Word).
- Skilled in multitasking, prioritizing, and delegating in high-pressure, fast-paced environments.
- Creative and resourceful problem-solver with strong decision-making skills and the ability to resolve issues efficiently.
- Strong verbal and written communication skills; able to convey information clearly and professionally.
- Self-starter with an entrepreneurial mindset; proactive and willing to take initiative to drive results.
- Ability to adapt to unpredictable tasks and manage customer escalations to a successful resolution required.
Education and/or Experience Requirements:- Bachelor's degree preferred.
- Five (5) or more years of experience in project management, operations, and/or customer service within the telecommunications industry required.
- Familiarity with Microsoft Calling Services, UCaaS, CCaaS, SIP services, POTS replacement solutions, connectivity and access technologies, and SD-WAN preferred.
- Experience in task tracking, order processing, or service delivery coordination required.
