MDU Sr. Project Manager in Hilton Head Island, SC at Hargray

Date Posted: 4/19/2018

Job Snapshot

Job Description

General Description of Position:


Responsible for the overall management of the specific MDU and SFH projects and ensuring that technical solutions and schedules are implemented according to plan, on schedule and on budget while acting in project leadership role for management and execution of MDU and SFH new development installs with added responsibility for resolving escalated issues.


Duties & Responsibilities:


  • Responsible for communicating independently, effectively, clearly and professionally with Directors, Vice Presidents, and employees to establish and maintain considerate and cooperative relationships. Works as a customer liaison to both internal and external customers while shepherding complex MDU and SFH new development service turn-ups.
  • Provides leadership and day-to-day management of MDU and bulk installs from business case creation until first billing closes, including ensuring all aspects of the project are completed on time and on a budget to the customer’s and colleagues’ satisfaction. Provides senior-level project management and capital management duties.
  • Manages complicated technical projects including timelines, costs, resources, and vendor relationships.
  • Directs and communicates install activities and tasks with Developers, General Contractors, and Property Managers and with internal technical install and troubleshooting teams.
  • Provides advanced technical and operational escalation support to the Operations staff on service delivery elements, internal processes, training requirements, vendor support, and process design and planning.
  • Manages vendor relations and product evaluations, provides costs analysis, and feasibility studies for various projects and proposed service deployment designs.
  • Identifies operational and design issues through data analysis and recommends solutions to make installations more efficient.
  • Works with our internal technical, sales, and support groups to provide a reliable process to deliver telecommunications services including voice, video and high-speed data to MDU customers and to new SFH developments.
  • Research emerging technologies as a member of a task force or independently and makes appropriate recommendations to improve service performance, turn-up, and maintenance.
  • Responsible for all duties pertaining to order fulfillment. Including order review, order approval, order entry into HES, the creation of project sites and successful, timely installations.
  • Analyzes, researches, resolves, refers, and follows-up on customer complaints regarding billing, credits and service(s) in an expedient and professional manner. Leads cross-departmental responses to resolve customer complaints as necessary.
  • Answers operational questions clearly and succinctly, and resolves problems applying critical thinking and knowledge of procedures.
  • Analyzes reports and project sites to ensure service projects are on track for completion on a desired due date. Works with teams that could potentially delay the project to identify appropriate mitigation to stay on schedule without negatively affecting the customer experience.
  • Performs other related duties as assigned to ensure the effective operation of the department and the Company.


Job Requirements


Minimum Qualifications:


  • Bachelor’s Degree or equivalent experience
  • Must have strong project management, computer, communication (written and verbal), problem-solving, and process creation and management skills.
  • Ability to communicate effectively with customers, employees, and Senior Leadership.
  • Must be well organized and understand process documentation and flow charts
  • Must have a strong understanding of Service Order entry and processing skills.
  • 5 years minimum experience with service delivery to  MDUs and new SFH developments Experience with Hargray Enterprise Systems (HES) or other Order Entry, Oracle Data Warehouse, Provisioning and Customer Relationship Management systems required
  • Strong technical understanding of all business and residential products offered at Hargray including Metro-E, Symmetrical High-Speed Data (SHSD), DBN, Data Circuits (ISD, T1, PRI), Static IP Addresses, Colocation, Resale Elements, Managed Wi-Fi LNP and Asymmetrical High-Speed Data (AHSD)
  • Strong knowledge and relationships with HOA, Developer Relations, and Property Managers


EOE/Vet/ Disability