IPM Manager (Any CCI location)

Company: Consolidated Communications
Location: Ellensburg
Posted on: January 24, 2025

Job Description:

Major Duties


Classification: Exempt, Non-Bargaining
Position may be located in any CCI location.Manager for the Installation Project Managers (IPM) will be responsible for the day-to-day oversight of the assigned IPM team. Some of the functions that IPM's are responsible for are: Order review, order entry, customer communications, end to end project management/oversight including installed revenue, and scheduling internal and external resources.
The Manager will be accountable for the oversight of all customer orders for their designated team to ensure that the work of the team is completed in an efficient and financially responsible manner. Reviews individual IPM workload to ensure customer orders are on track and being handled based on any customer-specific situations and constraints. Manager must provide pre and post-sale service/support by professionally engaging each customer (internal or external), efficiently and effectively to promote and maintain total customer satisfaction.
Responsibilities


* Monitors daily workload of team to ensure installation intervals are met and that orders do not fall overdue.
* Guides team members when deviations from project schedules occur.
* Identifies performance and training needs, and provides support, recognition, and performance appraisals.
* Conducts individualized coaching and feedback sessions as necessary.
* Responsible for hiring and training of new employees in the IPM Department.
* Work with team members to establish ownership in every customer experience to increase customer satisfaction.
* Provides reports on data including Forecasted Installations and Revenue, New Revenue Installed, and Order Volumes.
* Consistently achieve desired business results by taking personal accountability, effectively organizing and planning work, setting priorities, and executing action plans.
* Provide technical, product, and carrier relation support to the IPMs, and various internal customers.
* Conduct regular team meetings to provide and receive feedback, train, and build a productive environment.
* Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education.
* Receive and resolve all customer escalations in an effective and efficient manner.
* Initiates escalations with internal CCI teams and/or vendors when necessary and follows escalations through to resolution.
* Works closely with the Sales, Activation, Outside Plant Engineering and Field Services Leaders on any necessary changes to daily schedule.
* Responsible for monitoring workflow to ensure orders are completed accurately.
* Provides input for business unit budget and tracks variances.
* Perform any and all tasks of the IPM team as necessary.
* Other duties as assigned by direct top line Leader.
Qualifications


* Bachelor's Degree, PMP Certification or equivalent experience with a minimum of 10 years or more of related experience, including at least 5 years' managerial experince.
* Industry experience required
* Preferred understanding of various service offerings and transport types including: Type 1 Fiber, Type 2 Fiber, Type 2 Copper, DWDM, Wave, Cell Tower Backhaul, NNI, Voice, Data, SIP, PRI, WAN, VoIP, cloud managed services.
* Knowledge and experience with Local Service Requests, Access Service Requests, Number Porting, Vendor Relations, Ordering Processes, and Order Management.
* Must be proficient in Microsoft Office applications and Smartsheet PPM.
* Requires strong analytical, decision-making, and time-management skills.
* Excellent oral and written communication skills.
Benefits Offered


We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance
  Salary
  
  
  Pay range (commensurate with skills and experience): $77,851 - $117,888
  Equal Opportunity Employer
  
  
  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.
  

Keywords: Consolidated Communications, Pasco , IPM Manager (Any CCI location), Executive , Ellensburg, Washington