Senior Implementation Manager

Dqecom; Pittsburgh (Allegheny County); Hybrid; USD 80,000 - 120,000; Full time

Job summary

A leading provider of fiber-optic network services is seeking a Senior Implementation Manager in Pittsburgh. This role involves leading project teams to ensure successful delivery of customer services while enhancing service quality and aligning with strategic goals. The ideal candidate will have robust project management experience especially in telecommunications, excellent leadership skills, and a passion for customer satisfaction.

Qualifications

• 5+ years of progressive project management experience.
• At least 2 years in a leadership role within telecommunications.
• PMP, PgMP, or similar certification preferred.

Responsibilities

• Build and manage a team of project coordinators.
• Lead customer project status calls and maintain relationships.
• Oversee project lifecycle from initiation to closure.

Skills

Communication

Negotiation

Organizational skills

Customer service

Analytical abilities

Decision-making

Education

Bachelor’s degree in Telecommunications, Engineering, Business, or a related field

Tools

NetSuite

Site Tracker

Job description

Job Title: Senior Implementation Manager

DQE Communications, headquartered in Pittsburgh, Pennsylvania, is a fiber-optic Internet and data network access provider for businesses and carriers in Pennsylvania, West Virginia, and Ohio. DQE was established in 1997 as a dark fiber infrastructure company in the Pittsburgh metropolitan area. Over the years, DQE has grown in both our fiber footprint and our product offerings to become one of the leading regional providers of secure, reliable, data network services. With an ongoing commitment to structured, well-planned growth, DQE is continuously expanding the fiber optic network to serve even more customers.

Working with DQE means businesses and keystone institutions get a partner dedicated to understanding specific needs and committed to delivering the right solution.

Job Summary:

The Senior Implementation Manager will lead and oversee the successful planning, execution, and delivery of customer services from sales order until billing. This role is critical in ensuring the alignment of project outcomes with DQE’s strategic goals, particularly in deploying network infrastructure and upgrades, while ensuring a high level of service delivery to our customers. The ideal candidate has a strong background in telecommunications and enterprise project management, with excellent leadership and stakeholder management skills. This position offers a hybrid work environment. Strong preference for candidates local to the Pittsburgh area.

Key Job Responsibilities:

1. Build, lead and manage a team of project and program coordinators to deliver high-quality services on time and within budget, fostering a culture of accountability and continuous improvement.
2. Lead customer project status calls, maintain strong relationships, address customer needs, and ensure satisfaction.
3. Oversee the full project lifecycle including initiation, planning, execution, monitoring, and closure.
4. Develop and implement standardized project management methodologies, tools, and templates.
5. Manage the project portfolio, ensuring prioritization aligns with business goals and resource availability.
6. Collaborate with cross-functional teams to ensure seamless project delivery.
7. Mitigate risks and resolve issues that may impact project timelines, budgets, or scope.
8. Develop recovery plans for project delays to prevent negative customer impact.
9. Provide executive-level reporting on project status, risks, and resource utilization.
10. Ensure all projects comply with regulatory requirements, industry standards, and internal SLAs.
11. Drive continuous improvement and innovation in service delivery processes.
12. Create daily/weekly status reports for customers and internal stakeholders.

Required Skills/Abilities:

• Exceptional communication, negotiation, and organizational skills.
• Best-in-class customer service skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Proficiency with project management tools, experience with NetSuite and Site Tracker preferred.
• Strategic thinker with strong analytical and decision-making abilities.
• Results-driven with a commitment to delivering value and performance.
• Capable of influencing and building relationships across all organizational levels.
• Demonstrated experience in providing high-quality customer service with a proven track record of meeting and exceeding customer expectations.

Education and Experience:

• Bachelor’s degree in Telecommunications, Engineering, Business, or a related field preferred.
• 5+ years of progressive project management experience, with at least 2 years in a leadership role within the telecommunications industry or managing significant technical projects.
• PMP, PgMP, or similar project management certification preferred.