Service Delivery Project Manager

The Service Delivery Project Manager is passionate about new client onboarding and ongoing concierge support. As a member of the Service Delivery team, you are committed to providing superior customer experience through every interaction and always looking to apply the best industry practices to improve and streamline Hotwire’s service delivery process.

Duties / Responsibilities:

• Day-to-day project management and implementation for assigned service delivery projects. This includes meeting all assigned project deadlines, clear and concise communication and accountability.
• Contribute to establishing, refining and documenting the delivery processes.
• Maintain high performance levels for service-related processes.
• Build strong relationships with teams and stakeholders to enable collaborative and effective dialogue for service delivery project implementation.
• Accountability for meeting established service delivery metrics and customer expectations.
• Understand third-party as well as internal processes and suggest strategies for service delivery optimization.
• Provide accurate and regular reports to the management on the status of all active projects.
• Other Duties as required or assigned

Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree or equivalent project management or coordination experience.
• At least 5 years of relevant work experience.
• Proven experience in driving process improvement across diverse teams.
• Relevant experience in reporting & analysis and ROI analysis.
• High level of proficiency in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook).
• Knowledge of cable and telecommunications products and services.
• Knowledge of cable billing and dispatch systems, Salesforce.com and Sitetracker
• Must embrace company principles and demonstrate understanding of Hotwire’s “Concierge” culture.
• Strong project management skills and knowledge of Project Management tools.
• Strong understanding of contract language and other agreements.
• Understanding of field operations.

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

#LI-CF1