Program Manager, Customer Service Delivery

The Program Manager, Customer Service Delivery:

• Ensures Intelsat implements services based on customer service level agreement/contract and our standard concept of operations.
• Contributes to the continuous improvement of global customer experience by ensuring that all customer services are delivered on time, per specification and customer communication are managed in a professional manner, with expectations set and met.
• Acts as an escalation point for issues with existing processes that live in other departments such as Network Engineering, Network Operations, Finance, Sales, and Legal, during implementation of a service or changes to an existing service.
• Provides customer communications, support and utilizes customer information to identify trends to develop recommendations for actionable business strategies to drive customer retention.
• Adapts to and helps determine changes in process and functions as new products are implemented and require service delivery.
• Supports related activities such as new services process builds, customer testing, trials and demos.

Can you drive these processes?

• Lead cross-functional teams to deliver services on schedule employing standard project management methodologies.
• Own the customer relationship and all related activities from order execution to service delivery completion.
• Ensure process governance is followed and works to manage/report variations.

You should definitely have:

• A Bachelor's degree in Business, Operations or related field and a minimum of five (5) years work experience (or an equivalent combination of education and work experience); seven (7) years preferred
• A command of soft skills (communication, interpersonal) to support interfacing with customers
• Demonstrated leadership and ability to influence and manage without authority
• Experience controlling change, managing risks and resources, and anticipating potential impacts
• Strong business project management, decision-making, negotiation and presentation skills
• Experience in the management of the delivery of technology services
• Extensive experience of managing projects to service level and performance agreements
• Experience in effective executing on deliverables per terms of agreed contracts
• Ability to work effectively in a fast-paced and demanding environment, while adapting and adjusting to effectively handle changes in priorities and assignments
• Technical proficiency in one or more product types, e.g. Managed Services (Broadband, Mobility) or telecommunications with a satellite or communication service provider background

It would be nice if you had:

• Advanced degree or post graduate training
• Project Management foundational skills - PMP or equivalent certification desired

What it's like to work with us:
Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new solutions and new products that will open new, profitable markets. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

• We emphasize personal and professional growth
• Awesome benefits including PTO, medical, tuition reimbursement, and training
• Fun, diverse, and inclusive culture

Other Job Info:
This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job
About Us As the foundational architects of satellite technology, Intelsat applies our expertise to develop breakthrough solutions that advance and secure boundless applications for our customers and partners.
At Intelsat, we increase human potential by connecting people, communities, businesses, and governments. Our employees enjoy a casual and collaborative environment, where we celebrate professional excellence in pursuit of the corporate mission. We hire skilled professionals who work in various areas such as: satellite engineering, network operations, cloud architecture, accounting, sales, legal, and more. Browse our current job openings or create a professional profile to stay informed about opportunities that match your interests and expertise.
Intelsat is subject to regulation by certain U.S. Government national security agencies, which require that we collect and share certain Personally Identifiable Information ("PII") with the U.S. Government to obtain permission to employ non-U.S. persons in certain roles. If selected for a role at Intelsat, we may collect and share your PII for these purposes.
Intelsat is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled