Project Manager

Job Description

The Project Manager II at Fusion Connect is responsible for managing multiple orders and mid to large-sized enterprise projects, focusing on onboarding and ongoing MACD support. This includes services like Microsoft Teams Operator Connect and Direct Routing, Ethernet, Broadband, Wireless, Hosted Voice, Cloud, and other Managed Services within the Fusion Connect portfolio. Key responsibilities include leading projects, providing technical support, defining project scopes, and managing budgets and timelines.

• Lead multiple mid- to large-scale enterprise projects simultaneously.
• Facilitate kickoff meetings, conduct weekly cadence calls with clients and partners, coordinate resources, and manage project budgets.
• Review and validate new client orders, gather necessary documentation, and provide technical support.
• Define project scope, objectives, timelines, and budgets; establish and maintain implementation schedules and milestone tracking.
• Create and maintain detailed project documentation, including timelines, KPIs, and SLAs.
• Proactively track and manage order statuses, ensuring timely processing and communication with stakeholders.
• Cook up service delivery efforts with internal departments, service providers, and customers to ensure accurate and on-time implementation.
• Update and manage project management tools and databases with current information and client communications.
• Act as a liaison between Sales, Customers, Vendors, and Partners, working closely with Circuit Delivery, Provisioning, Implementation Engineers, and Field Service Technicians.
• Support team development by sharing knowledge and expertise with fellow Project Managers.
• Lead and manage escalations through collaboration with operations leadership and other internal departments.
• Address and resolve post-activation issues related to installations.

Essential Duties and Responsibilities

• Lead multiple mid- to large-scale enterprise projects simultaneously.
• Facilitate kickoff meetings, conduct weekly cadence calls with clients and partners, coordinate resources, and manage project budgets.
• Review and validate the accuracy and completeness of all new client orders, request all necessary documentation from clients for order accuracy and provisioning.
• Provide technical support to customers and vendors, confirm service requirements, and manage changes to in-progress orders.
• Define project scope, objectives, timelines, and budgets; establish and maintain implementation schedules and milestone tracking.
• Deliver regular implementation updates by generating and distributing daily and/or weekly progress reports to clients and partners.
• Create and maintain detailed project documentation, including timelines, KPIs, and SLAs, to monitor and report on project health and performance.
• Proactively track and manage order statuses, ensuring timely processing and communication with stakeholders.
• Cook up service delivery efforts with internal departments, service providers, and customers to ensure accurate and on-time implementation.
• Update and manage project management tools and databases with current information and client communications.
• Act as a liaison between Sales, Customers, Vendors, and Partners, working closely with Circuit Delivery, Provisioning, Implementation Engineers, and Field Service Technicians.
• Support team development by sharing knowledge and expertise with fellow Project Managers.
• Lead and manage escalations through collaboration with operations leadership and other internal departments.
• Address and resolve post-activation issues related to installations.

Knowledge, Skills And Abilities

• Excellent time management abilities with a proven track record of meeting deadlines and balancing priorities.
• Proficient in productivity tools, including Microsoft Office Suite (Excel, PowerPoint, Outlook, Word).
• Skilled in multitasking, prioritizing, and delegating in high-pressure, fast-paced environments.
• Creative and resourceful problem-solver with strong decision-making skills and the ability to resolve issues efficiently.
• Strong verbal and written communication skills; able to convey information clearly and professionally.
• Self-starter with an entrepreneurial mindset; proactive and willing to take initiative to drive results.
• Able to adapt to unpredictable tasks and manage customer escalations to a successful resolution required.

Education And/or Experience

• Bachelor’s degree preferred.
• Five (5) or more years of experience in project management, operations, and/or customer service within the telecommunications industry required.
• Familiarity with Microsoft Calling Services, UCaaS, CCaaS, SIP services, POTS replacement solutions, connectivity and access technologies, and SD-WAN preferred.
• Experience in task tracking, order processing, or service delivery coordination required.