Program Manager, Support Services

Overview

The Program Manager, Support Services at Cayuse Company Cayuse Civil Services, LLC, is based in Baton Rouge, LA. This role is full-time and exempt from overtime. The position is contingent upon the successful execution of the contract by the client.

Responsibilities

• Lead the full project lifecycle for the migration of approximately 13,000 copper wire services to VoIP or LTE solutions.
• Plan, manage, and coordinate activities across multiple internal teams and vendor organizations to achieve project milestones, timelines, and performance objectives.
• Provide ongoing oversight, escalation management, and resolution for ordering and provisioning issues, ensuring timely and accurate service delivery.
• Support the management, tracking, and monitoring of network and voice contracts (e.g., ITB, RFP, RFR, RFI), with an emphasis on compliance with contractual terms and internal policies.
• Collaborate with technical resources to validate network readiness, capacity, and infrastructure requirements to support VoIP and LTE service deployments.
• Develop and maintain project documentation (e.g., project plans, risk and issue logs, status reports, decision logs) and provide regular updates to leadership on progress, risks, and recommended mitigation strategies.
• Provide technical and administrative support to help ensure C2C project milestones are met, coordinating dependencies and schedules across participating teams.
• Conduct comprehensive network, voice service, and billing audits to verify accuracy, confirm proper service alignment, and identify opportunities for cost savings.
• Lead or support financial and billing audit efforts, including invoice reconciliation, identification of billing errors, validation of contracted rates, and quantification/documentation of cost recovery or cost avoidance.
• Develop, maintain, and deliver training for staff on communications billing audit procedures, tools, and standards, enabling consistent and repeatable audit practices.
• Lead and mentor staff on complex VoIP service implementations, including configuration, testing, and migration activities.
• Plan and manage HELD Protocol migrations and related efforts to modernize emergency location services in line with applicable regulations and industry best practices.
• Provide subject matter expertise on E911-related technologies and network foundations, ensuring design and implementation decisions support regulatory and performance requirements.
• Other duties as assigned.

Qualifications

• Minimum of 15 years of experience with telecommunications technologies, including design, implementation, operations, and/or vendor engagement.
• Advanced understanding of telecom vendors, available services, and project management workflows, including ordering, provisioning, and lifecycle management.
• Extensive knowledge of Centrex and other service offerings, including underlying infrastructure, feature sets, and billing processes.
• Extensive VoIP service implementation experience, including network infrastructure requirements (e.g., QoS, bandwidth, latency, and security considerations).
• Direct experience supporting telecommunications services in complex, multi-site environments, with an in-depth understanding of diverse network and telecom needs and associated regulatory obligations.
• Demonstrated experience leading financial and billing audits in a telecommunications context, including: Reconciling invoices with contracts and service inventories, Identifying billing errors and discrepancies, Quantifying and documenting cost savings, cost avoidance, and recoveries, Regulatory & Emergency Services (LOS Audits & Project Support focus): In-depth knowledge of E911 regulations, best practices, and technologies, including network foundations and emergency location capabilities (e.g., HELD Protocol).
• Proven expertise in the development, structuring, and active monitoring of complex network and telecom contracts, including those established via ITB, RFP, RFR, or RFI processes.
• Ability to oversee vendor performance, address issues, and support resolution of matters impacting service quality, cost, or timelines.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Benefits

• Medical, Dental and Vision Insurance;
• Wellness Program;
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter);
• Short-Term and Long-Term Disability options;
• Basic Life and AD&D Insurance (Company Provided);
• Voluntary Life and AD&D options;
• 401(k) Retirement Savings Plan with matching after one year;
• Paid Time Off.

Working Conditions

• Professional office environment;
• Must be physically and mentally able to perform duties extended periods of time;
• Able to use a computer and other office productivity tools with sufficient speed to meet the demands of this position;
• Able to establish a productive and professional workspace;
• Able to sit for long periods of time looking at computer screen;
• May be asked to work a flexible schedule which may include holidays;
• May be asked to travel for business or professional development purposes;
• May be asked to work hours outside of normal business hours.

Pay Range

USD $128,960.00 - USD $135,200.00 /Yr.