Installation Project Manager (TX, MN, NH, CA)

Classification: Exempt / Non-Bargaining

Position may be located within commute distance of a Fidium/CCI location in TX, MN, NH, or CA. #LI-Remote

Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities.

Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement-empowering every team member to make a meaningful impact.

Ensure a positive customer experience for Fidium's clients by managing installations and training customers on the use of services. Acts as the primary point of contact to the customer during the project, offers solutions supporting the Customer's needs, and actively promotes products and services. Upon completing an installation project, expresses appreciation to the Customer for their business and verifies that the customer understands how to communicate with Fidium for ongoing support and/or additional needs.

As a project manager, this position is the point of contact for cross-functional Fidium groups involved in delivering new Fidium commercial services. Participates as part of a creative team in developing and implementing plans and activities that drive quality installations and customer experience.

This is a hybrid role that must be located within commute distance of a Fidium/CCI location in TX, MN, NH, or CA.

• Monitors daily workload of team to ensure installation intervals are met and that orders do not fall overdue.
• Guides team members when deviations from project schedules occur.
• Identifies performance and training needs, and provides support, recognition, and performance appraisals.
• Conducts individualized coaching and feedback sessions as necessary.
• Responsible for hiring and training of new employees in the IPM Department.
• Work with team members to establish ownership in every customer experience to increase customer satisfaction.
• Provides reports on data including Forecasted Installations and Revenue, New Revenue Installed, Order Volumes.
• Consistently achieve desired business results by taking personal accountability, effectively organizing and planning work, setting priorities, and executing action plans.
• Provide technical, product, and carrier relation support to the IPMs, and various internal customers.
• Conduct regular team meetings to provide and receive feedback, train, and build a productive environment
• Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education.
• Receive and resolve all customer escalations in an effective and efficient manner.
• Initiates escalations with internal CCI teams and/or vendors when necessary and follows escalations through to resolution.
• Works closely with the Activation and Field Services Managers on any necessary changes to daily schedule.
• Responsible for monitoring workflow to ensure orders are completed accurately.
• Provides input for business unit budget and tracks variances
• Perform any and all tasks of the IPM team as necessary.
• Other duties as assigned by Director

• Preferred understanding of various service offerings and transport types including: Dark fiber, Wave. Cell site backhaul, Cell Tower backhaul, Type 1 Fiber, Type 2 Fiber, Type 2 Copper, NNI, Voice, Data, SIP, PRI, WAN, VoIP
• Knowledge and experience with Local Service Requests, Access Service Requests, Number Porting, Vendor Relations, VFO Ordering Processes, and Order Management.
• Expert and knowledge us Project Plan and GANTT Chart development
• Must be proficient in Microsoft Office applications, Tableau and Salesforce.
• Requires strong analytical, decision-making, and time-management skills.
• Excellent oral and written communication skills.
• Requires an extensive knowledge of all CCI voice, data, Cloud based and Data Center products.
• Ability to manage any order that is submitted for installation.
• Must be able to work cooperatively with other teams to assist in development of workflow to deploy new products, as needed.
• Must possess the ability to resolve complex problems autonomously.
• Must know standard keyboard and be able to navigate and apply systems.
• Clear understanding of the principles of project management.
• Must demonstrate an ability to learn and explain communications functions, services and products.
• Ability to learn, understand and effectively explain the Company's products and services including pricing, feature functionality, and business rules.
• Must be able to retain information gained through training and experience, which is required for effective job performance.
• Must maintain a neat professional appearance.

Education:

• Minimum of five to seven years relevant experience.
• Industry experience required
• Network Engineering/Technical Transport layer knowledge
• Must have excellent verbal communication skills and good writing skills.
• General Education or Equivalent: degree in business or technical discipline
• PMP Certification preferred

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Pay range (commensurate with skills and experience): $69,323 - $105,074

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.