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Program Manager, Program Support at Crown Castle in Canonsburg, Pennsylvania

Posted in Information Technology 30+ days ago.

Type: Full-Time





Job Description:

Position Title:  Program Manager, Program Support (M2)


Company Summary 


Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$100B.


We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.


Role


The Program Manager, Program Support works with Implementation & Operations and functional groups and stakeholders to plan and monitor national projects/program for our wireless customers. Develops and understands national program communication plans, work breakdown structures, responsibility alignment, and deployment. Identifies best practices, monitors reporting for national programs and negotiated Master Service Agreements (MSA). Acts as point of contact and liaison for customers, escalation point internally and externally, and provides contract adherence guidance and interpretations. Establishes national customer reporting to monitor programs, identifies risk, adjusts process and strategy, provides guidance to Project Delivery and stakeholders to ensure successful execution and alignment with national customer expectations. Proactively identify opportunities to streamline process to implement a consistent customer centric experience in order to meet and exceed expectations


Responsibilities



  • Works collaboratively with Sales, Project Delivery Managers, Legal, and other cross functional groups as customer liaison on national accounts.

  • Tracking and reporting progress of national customer program. Must be able to professionally present results to the customer, communicate risks and challenges, and provide solutions.

  • Develop and provide customer specific training to internal partners prior to project start. Act as the subject matter expert (SME) concerning customer contract terms, processes, procedures and points of contact.

  • Develop and build relationships with the customer’s national teams in order to ensure proper contacts are available to promote work and resolve issues when required.

  • When required, facilitate resolution of issues and conflicts through collaboration with internal partners and the national customer.



  • Define complex issues in a structured approach to raise visibility in order to drive resolution.

    • Assist as needed in the coordination of new MCSAs, MCAs, RFP, RFI, MLA, LRO, or pricing requests.

    • Coordinate with Implementation & Operations, Sales, and Legal to drive consistency between all programs.

    • Must possess the ability to be flexible, provide clear and consultative direction in high pressure stressful situations.




Education/Certifications



  • Bachelor’s Degree in Business or commensurate experience


Experience/Minimum Requirements



  • Minimum five (5) years wireless experience including significant project management and construction management

  • A valid driver’s license is required


 


Expectations



  • Exceptional oral and written communication skills

  • Excellent customer service skills

  • Exceptional financial acumen and business insight

  • Expert knowledge of wireless carrier deployment and implementation

  • Expert knowledge of Business Process Management and Project Management Tools

  • Strong computer skills

  • Expert in Crown application process and all associated tools

  • Results driven, self-starter, takes initiative, nimble learner and self-aware  


 


Organizational Relationship


Reports to: Director, Key Accounts


Title(s) of direct reports (if applicable): n/a


Working Conditions: This role falls into our hybrid work model working in your assigned office approximately 60% of the time (3 days per week) and where you do your best work 40% (2 days per week).  There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.


Additional Information: Crown Castle has a COVID-19 Vaccine Policy in place requiring vaccination by your employment start date, unless approved for an accommodation or otherwise prohibited by law.


#LI-TD1 #LI-Hybrid

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Project Management





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