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Call Center Employee At Cox (2)

R202441590

Senior Customer Project/ Program Manager

  • Hybrid work
  • Full time, Day
  • Travel: No

Job Category: Customer Care Group

Job Level: Individual Contributor

Division: Cox Communications

Location:

  • 1700 Vegas Dr, Las Vegas, Nevada
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Description

Responsible for the oversight, coordination, management, and communication of details on various projects (as assigned) from conception through Design, Engineering, and Construction to create a smooth and successful installation of the most complex combination fiber projects primarily for designated large Political, Government, Schools and Hospitality clients. This may also include carrier and enterprise customers. Manages the direction, execution and completion of project management functions, end-to-end, for complex high-revenue Cox Business customers. Facilitates communication across operational groups, and ensures compliance with the defined processes and implementation.

Work requires a great deal of planning and independent discretion to ensure the largest and most complex commercial projects for designated large Political,  Government, Schools and Hospitality clients are completed in a timely manner and in Cox Communications' best financial interests. Responsible for key decisions such as vendor selection, guidance on selecting equipment to best meet customer needs, expediting the scheduling of high profile projects to maximize immediate reoccurring revenue, determines labor needs required to staff project, etc.

MAJOR TASKS

  • The PM-OM III will manage all complex combination fiber projects for designated large government, schools, and hospitality projects (which may include multi-site locations) in support of Cox Business customers. Plans sequencing of projects and directs employees, vendors, and third-parties to accomplish projects on an agreed upon timeframe. Sets and manages customer expectations and proactively identifies and mitigates project risks.
  • PM-OM III will typically manage very high-profile clients (e.g. political, government, schools, and hospitality) and the highest revenue projects.  This role requires a strong executive presence and ability to influence individuals at various organizational levels (e.g. executives, government officials, etc.). 
  • Manages projects to ensure profitability. Prepares cost-analysis to maximize return on investment. Completes margin analysis on specific projects or unanticipated changes. 
  • Services the company’s business operations by negotiating installation, platform, and production solutions on company’s behalf to ensure project serviceability. 
  • Regularly exercises discretion and independent judgment to ensure project serviceability. Responsible for key decisions such as vendor-selection decisions, guidance on selecting equipment to best meet customer needs, expediting the scheduling of high-profile projects to maximize immediate reoccurring revenue, determines labor required to staff project, etc.
  • Provides project management for Cox Business service delivery process. Coordinates with Construction to build to new sites. Determines the need for site surveys and conducts as necessary. Determines if coordination is required with other carriers and coordinates as needed. Identifies proper permitting and government approvals required for project and ensures they are obtained. Evaluates the need for vendor work and equipment installation to service location - oversees vendor work and equipment installation to prepare for completion of the largest, and most complex projects for high-profile and revenue projects.
  • Coordinates the delivery of designated largest and most complex services with high profile customers. Conduct on-site post-installation review and installation with customer.
  • Analyzes communications and requests from clients, support departments, and subcontractors and determine what course of action is necessary. Updates appropriate management team and stakeholders on project status. Communicates project requirements to other departments.
  • Manages long range logistics and planning for multiple customer projects.  Obtains feedback at critical milestones and at project completion to ensure that project efforts are meeting customer expectations for time, cost, and results. 
  • Coordinates with vendors and POC's for building access and install dates.
  • Work closely with functional business divisions, vendors, and customers in defining project priorities, approach, resources requirements and timing of deliverables.
  • Implements project management processes and methodologies to ensure projects are delivered on time, within budget, adhere to high-quality standards, and meet customer expectations.
  • Manages multiple, highly-complex project concurrently.

Qualifications

Required:

  • Bachelor’s degree in a related discipline and 4 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 2 years’ experience; a Ph.D. and up to 1 year of experience; or 16 years’ experience in a related field
  • Requires exceptional understanding of HFC and fiber systems utility-construction and design parameters, proficient in Windows-based applications (Word, Excel, Project) and Order Management System (OMS).
  • Excellent interpersonal, collaborative, verbal and written communication skills to work effectively both internally and with HICAP customers.
  • Experience in telecommunications industry.

Preferred:

  • BS/BA degree in related discipline strongly preferred (i.e. Business, etc.). 
  • 2+ years of experience in a Project Management role leading cross functional projects preferred.
  • Prefer certification in PMP.

Compensation:

Compensation includes a base salary of $77,800.00 - $116,800.00. 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.

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, parental leave, and COVID-19 vaccination leave.

About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That’s a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you’re interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today! 

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today! 

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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.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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