Program Manager

Smart Choice Communications; New York (NY); On-site; USD 110,000 - 160,000; Full time

Job summary

SmartChoice Communications in New York City is seeking a Program Manager to lead the company’s project delivery and technical implementation teams. You will oversee Project Managers and Project Engineers to ensure enterprise onboarding, installations, upgrades, relocations, and managed services are executed on time and within scope.

This role owns the end-to-end implementation lifecycle, from post-contract handoff through go-live and transition to ongoing support, with a focus on budget

Qualifications

• Bachelor's degree in Business, Telecommunications, Engineering, or related field.
• 7+ years in telecommunications, UCaaS, VoIP, or managed services.
• 3+ years of leadership experience managing project or technical teams.
• PMP Certification preferred.
• Valid driver’s license and safe driving record required.

Responsibilities

• Oversee customer-related projects including onboarding, UCaaS/VoIP installations, relocations, upgrades, and managed services.
• Ensure detailed project plans are created, maintained, and communicated.
• Monitor timelines, milestones, deliverables, and risk mitigation.
• Coordinate with cross-functional teams and manage stakeholder expectations.
• Maintain documentation and ensure smooth transition to support.
• Lead continuous improvement and ensure SLA adherence.

Skills

Verbal & written comms

Customer service

Organizational skills

MS Office / Office 365

Time management

Analytical problem solving

Education

Bachelor’s degree in Business/Telecommunications/Engineering

PMP Certification preferred

Tools

Microsoft Office Suite

Network diagnostic tools

Job description

Job Overview:

The Program Manager is responsible for leading SmartChoice Communications’ project delivery and technical implementation teams. This role based in the New York City office and oversees Project Managers and Project Engineers to ensure seamless execution of enterprise customer onboarding, installations, upgrades, relocations, and managed service deployments.

This position owns the operational integrity of the full implementation lifecycle — from post-contract handoff through go-live and transition to ongoing support — ensuring projects are delivered on time, within scope, within budget, and aligned with customer expectations and SmartChoice profitability objectives.

Supervisory 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.

1. Implementation & Project Oversight

• 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.

2. Technical Delivery Excellence

• 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.

3. Enterprise Customer Experience Alignment

• 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.

4. Financial & Operational Management

• 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.

5. Cross‑Functional Leadership

• Partner with Sales, Client Success, Engineering, Billing, and Support teams.
• Promote collaboration and eliminate operational silos.
• Drive continuous improvement across systems and workflows.

6. Business Continuity & Compliance

• 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.

7. Additional Duties

• 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.

Education and Experience:

• Bachelor’s degree in Business, Telecommunications, Engineering, or related field preferred.
• 7+ years of experience in telecommunications, UCaaS, VoIP, or managed services.
• 3+ years of leadership experience managing project or technical teams.
• PMP Certification preferred.
• Valid driver’s license and safe driving record required.

Required Skills/Abilities:

• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation and ability to deliver training effectively.
• Exceptional organizational skills and attention to detail.
• Proficiency with hand tools, power tools, cable testing devices, and network diagnostic tools.
• 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.
• Proficiency with Microsoft Office Suite and related applications.

Preferred Experience/Skills

Experience with any of the following is highly valued:

Network & Security Technologies

• Firewalls, gateways, switches, APs, and 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

Physical Requirements:

• Prolonged periods of sitting at a desk using a computer.
• Ability to lift up to 50 pounds as needed.

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.