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About the Role

The Program Manager leads SmartChoice Communications’ project delivery and technical implementation teams, overseeing Project Managers and Project Engineers to ensure seamless execution of enterprise customer onboarding, installations, upgrades, relocations, and managed service deployments. This role owns the operational integrity of the full implementation lifecycle, ensuring projects are delivered on time, within scope, within budget, and aligned with customer expectations and profitability objectives.

Responsibilities

• Directly manages Project Managers, Enterprise Account Managers, and Project Engineers.
• Provides coordination with Dispatch, Client Success, Billing, Technical Support, and Internal Dev.
• Responsible for hiring, onboarding, coaching, performance management, and development of team members.
• Establishes KPIs and performance metrics aligned with customer satisfaction, revenue growth, and operational efficiency.
• Oversee all customer-related projects including new client onboardings, UCaaS/VoIP installations, office relocations, enterprise upgrades, SIP trunk deployments, and managed service implementations.
• Ensure detailed project plans are created, maintained, and communicated.
• Develop and enforce SLA update standards.
• Monitor timelines, milestones, deliverables, and risk mitigation plans.
• Ensure proper documentation including installation plans, site surveys, as-built documentation, and support handoff documentation.
• Oversee permit applications when required.
• Ensure smooth transition from implementation to long-term support.
• Ensure proper staging, configuration, validation, and testing of voice, data, security, AV, and managed service equipment.
• Maintain standards for system configuration, call flows, provisioning, and diagnostics.
• Oversee staging accuracy verification and Go-Live support, including after-hours cutovers.
• Maintain technical standards across UCaaS, VoIP, security systems, and cloud integrations.
• Ensure compliance with change management, incident management, and BC/DR protocols.
• Ensure white-glove service delivery to enterprise/VIP accounts.
• Monitor customer satisfaction and proactively manage escalations.
• Support cross-sell and upsell execution through operational alignment.
• Ensure clear lifecycle communication, milestone transparency, and end-user training support.
• Monitor labor utilization, equipment tracking, scope changes, and margin protection.
• Ensure accurate forecasting of resources and timelines.
• Oversee billing coordination and discrepancy resolution.
• Enforce disciplined change management to minimize scope creep.
• Partner with Sales, Client Success, Engineering, Billing, and Support teams.
• Promote collaboration and eliminate operational silos.
• Drive continuous improvement across systems and workflows.
• Participate in the development, testing, and execution of Business Continuity and Disaster Recovery (BC/DR) initiatives.
• Follow established security, incident management, and change management procedures.
• Maintain up-to-date knowledge of VoIP phones, firewalls, switches, routers, cloud platforms, and related technologies.
• Participate in support for after-hour installations and system cutovers as needed.
• Travel locally or overnight for training, installations, and customer support.
• Perform other duties as assigned.

Requirements

• 7+ years of experience in telecommunications, UCaaS, VoIP, or managed services.
• 3+ years of leadership experience managing project or technical teams.
• Valid driver’s license and safe driving record required.
• Proficiency with hand tools, power tools, cable testing devices, and network diagnostic tools.
• Proficiency with Microsoft Office Suite and related applications.
• Prolonged periods of sitting at a desk using a computer.
• Ability to lift up to 50 pounds as needed.

Skills

• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation and ability to deliver training effectively.
• Exceptional organizational skills and attention to detail.
• Strong time management skills with the ability to meet deadlines in a fast-paced environment.
• Analytical and problem-solving skills with the ability to prioritize multiple tasks.
• Network & Security Technologies (Firewalls, gateways, switches, APs, cloud management)
• Security & Surveillance (IP-based systems - cameras, access control)
• UCaaS / VoIP Devices & Platforms (Phones, Conferencing equipment)
• Microsoft & Cloud Technologies (Windows OS, Microsoft 365, Azure, Exchange, Teams administration, Microsoft Intune, Windows 365)
• Telecom Infrastructure (Low-voltage cabling, termination, testing, patch panel organization, Amphenol/PRI handling, Legacy PBX systems)
• Experience with number porting

Location

• New York City

Work Type

• Onsite

Experience Level

• 7+ years of experience in telecommunications, UCaaS, VoIP, or managed services
• 3+ years of leadership experience

Education Level

• Bachelor’s degree in Business, Telecommunications, Engineering, or related field preferred.
• PMP Certification preferred.

About the Company

• SmartChoice Communications provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type is not tolerated.

Equal Opportunity

• SmartChoice provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type is not tolerated.