Customer Service Project Manager

About the role

Customer Service Project Manager located at 2 Broadway, New York, NY (5 Days a Week Onsite). Long term duration. The role supports enterprise-level technology projects involving mobile devices, including cell phones, iPads, and related accessories. Primary initiative is the State of Good Repair (SOGR) Device Replacement/Upgrade Project, a large-scale technology refresh focused on replacing or upgrading iPhones and iPads older than five years or incompatible with current OS requirements. The Project Manager will manage projects from planning through completion, coordinate with departments to assess inventories, develop replacement and deployment plans, ensure devices meet IT, security, and compliance requirements, oversee logistics and execution of device deployments, including inventory management, device staging, user coordination, scheduling, vendor coordination, ServiceNow activities, and tracking deliverables.

Responsibilities

• Manage enterprise-level mobile device refresh and replacement projects from planning through completion.
• Coordinate with MTA departments and stakeholders to assess device inventories and determine replacement requirements.
• Develop and maintain detailed project schedules, deployment plans, milestones, timelines, and status reports.
• Coordinate the procurement, receipt, inventory, staging, configuration, and deployment of mobile devices and related accessories.
• Ensure devices are properly configured, documented, asset-tagged, and entered into the appropriate systems.
• Coordinate with IT, Mobile Device Management (MDM), Service Desk, Asset Management, Procurement, vendors, and business stakeholders to resolve issues and maintain deployment schedules.
• Manage device lifecycle activities, including receipt, staging, assignment, deployment, replacement, return, and disposition.
• Monitor project progress and identify risks, issues, dependencies, and potential delays.
• Develop and implement mitigation strategies to keep projects on schedule.
• Track inventory, deployment status, user participation, device returns, outstanding activities, and project deliverables.
• Reconcile inventory and deployment information across multiple systems and data sources.
• Maintain accurate project documentation, trackers, reports, and status updates.
• Communicate project status, risks, issues, dependencies, and required actions to leadership and stakeholders.
• Ensure project activities remain within scope, schedule, budget, and established IT, security, and compliance standards.
• Coordinate with vendors and internal teams to resolve shipment, inventory, device, and deployment issues.
• Support the transition of completed projects into normal day-to-day operational processes.
• Identify opportunities to improve deployment, inventory, tracking, and project-management processes.