Senior Project Manager Customer Service Americas - ADTRAN, Inc.

Our Growth is Creating Great Opportunities!

Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!

Thanks for your interest in working on our team!

The Project Manager - Customer Service will be responsible for the successful scheduling, tracking, implementation and documentation of all program initiatives, which may include project management for internal and external projects, supporting key customer deliverables to the highest customer satisfaction, while driving cost, quality, and timeliness.

The Project Manager will be responsible for the following:

Project Planning

• Planning, prioritizing and executing all project initiatives by working with all required internal resources and customers. This may include project procurement, integration, time, cost, scope, planning and initiation
• Assessing and prioritizing customer project needs, directing the end-to-end customer service required to achieve program objectives
• Developing required documentation including engineering drawings, identifying project goals/tasks and generating assignments consistent to meet objectives, as defined by the PMO
• Establishing change management procedures, including evaluation and communication, and risk analysis for program duration
• Tracking all program opportunities and communicating to stakeholders for the purposes of proper planning

Project Execution

• Tracking of all received orders and providing communication to stakeholders
• Ensuring all commitments are met in accordance with program goals/objectives
• Directing the field service crew and/or project manager to ensure both short and long term operation objectives and financial goals are met
• Providing strong program management leadership to Customer Service personnel on the implementation and support of Adtran products and services
• Demonstrating control of equipment deliveries, service costs, project activities and customer turn-over requirements
• Ensuring the quality of services provided to the customer meets or exceeds established standards
• Maintaining documentation of program data, plan, progress, issues, resolution, risks, task completion, lessons learned, and variances
• Creating and maintaining required reporting on program financial and schedule progress based upon project goals, including account profitability
• Ensuring all relevant cost control processes are used
• Fully understanding program strategies to predict program success

Relationship Building

• Continually building and leveraging relationships with internal and external customers to achieve overall client satisfaction.
• Organizing and leading a cross-functional program team
• Coordinating with all functional departments regarding the optimization of overall business efforts.
• Maintaining clear communication with customers regarding mutual expectations and monitoring customer satisfaction
• Building business relationships beyond the program environment
• Providing feedback and focus to all team members

Managing Risks and Scope Changes

• Continually performing risk management assessments
• Managing change, formulating action plans and mitigating risk, to minimize schedule delays and costs
• Actively taking advantage of change opportunities and recommending new or revised strategies for program integration

Focused Results

• Partnering with various operating units within A dtran to ensure the maximization of profit potential and cost reduction while providing excellent customer service
• Understanding and assuring quality standards are met on assigned deliverables
• Evaluating and communicating final program status
• Actively identifying efficiencies for future program opportunities

Processes and Tools

• Actively using project methods, processes and tools (i.e., Clarizen)
• Working within defined framework or responsibility
• Drives the use of program document control and management

Supplementary Tasks:

• Provide project management on internal and external projects, as required from a knowledge, ability, and resource standpoint
• Provide partner management, as required to support program accounts and/or the growth of Services business in the region
• Oversee RMA and FMA requirements and TAC case resolutions, as required
• Other duties as required

Customers (Internal & External)

Internal

• Sales
• Sales Engineering
• Manufacturing Operations
• Business Systems
• Business Development
• Network Consulting
• Quality
• Finance
• Legal
• PMO

External

• Strategic Americas Customers

Skills / Qualifications / Training / Experience:

Demonstrated Project Management leadership and execution skills, with a Bachelor's Degree or equivalent experience and, 7-10 years of relevant experience in the telecommunications industry . Experience in optical networks in particular DWDM networks is strongly preferred.

The Project Manager is expected to demonstrate the following:

• Excellent technical understanding and project experience with network deployment and integration
• Ability to identify and resolve issues in a timely manner , set clear expectations, inspire and motivate others to perform well
• Senior level program management, leadership and business acumen is required
• Ability to coordinate and direct multiple complex technical projects is required
• Ability to maintain professional demeanor at all times and under all circumstances
• Strong organizational skills and detail focus; self-motivation, self-direction, and able to work independently; and a commitment to continuous improvement of knowledge, skills and abilities.
• Providing service delivery expertise , proactive and ongoing external and internal communications, and using sound business judgment.
• Thorough understanding of the services and support business in the telecommunications industry
• Strong analytical and problem solving skills with the ability to analyze data within limited timeframes and recommend alternatives
• Must be able to influence and interact with a diverse group of technical and non-technical individuals
• Able to maintain stable performance and daily workflow management under pressure
• Must effectively manage multiple priorities and deadlines
• Able to communicate effectively using excellent presentation skills, both written and oral, before diverse management levels as well as individuals

Success Criteria:

• To be successful, the Project Manager will demonstrate expertise in identifying program scope, developing business plans and strategies, engaging key stakeholders, defining and coordinating profitable activities, effectively communicating changes and progress, building commitment, overcoming resistance, leading cross-functional program teams, and performing project management on internal and external projects, as required