Field Service Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee comprehensive program management for intricate, turnkey service solutions that facilitate high-speed data communications deployments.

• Convert customer operational needs into well-defined plans, milestones, deliverables, and governance frameworks.

• Serve as the main point of accountability and escalation, proactively identifying risks and coordinating the necessary resources to address challenges.

• Create and uphold stakeholder matrices, responsibility assignment matrices (RACI), and communication strategies across both internal and external teams.

• Supervise program execution to guarantee adherence to contractual service level agreements (SLAs), budgetary targets, and profitability goals.

• Formulate and monitor performance metrics to evaluate product and service results, fostering continuous improvement.

• Cultivate and maintain trusted, long-lasting relationships with customers and internal partners to ensure delivery excellence and explore future growth opportunities.

⛳️ Requirements

• A minimum of 5 years of industry experience in program management, project management, service deployment, or customer service.

• Demonstrated experience in managing complex programs with multiple stakeholders in a matrixed setting.

• Strong customer relationship management abilities, including issue resolution and management of escalations at the executive level.

• Proven capability to oversee program financials, including cost tracking, margins, and profitability.

• Exceptional written, verbal, and presentation communication skills.

• Bachelor’s degree in engineering, computer science, business, or a related field, or equivalent practical experience.

🏝️ Benefits

• Medical, dental, and vision plans.

• Participation in 401(K) (USA) & DCPP (Canada) with company matching.

• Employee Stock Purchase Program (ESPP).

• Employee Assistance Program (EAP).

• Company-paid holidays.

• Paid sick leave.

• Vacation time.

• Compliance with all applicable laws regarding Paid Family Leave and other leaves of absence.