• Job Description

  Req#: R202446409

  Company

  Cox Communications, Inc.

  Job Family Group

  Customer Care Group

  Job Profile

  Customer Project / Program Manager I

  Management Level

  Individual Contributor

  Flexible Work Option

  Hybrid - Ability to work remotely part of the week

  Travel %

  No

  Work Shift

  Day

  Compensation

  Compensation includes a base salary of $0.00 - $0.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

  Job Description

  Purpose

  Responsible for the direction, coordination, execution, control and completion of project management functions associated with medium / Large, Moderately Complex Retail Cox Business customers. This includes scope of work review, risk assessment & management, project planning, estimating, tracking, reporting, management, internal & external customer communications, procurement, personnel management, quality control and compliance assurance.

  Work requires a great deal of planning and independent discretion to ensure the Med/Large, Moderately Complex Projects are completed in a timely manner and in CCI’s best financial interests. Responsible for key decisions such as vendor selection, guidance on selecting equipment to best meet customer needs, expediting the scheduling of high profile projects to maximize immediate reoccurring revenue, determines labor needs required to staff project, etc.

  Cox Business Med/Large, Moderately Complex Orders are defined as, All Cox Business standard products supporting Bronze/Silver/Gold and simple Platinum customers, On and Off Net HFC and on net simple Fiber products but not limited to the following: Complex COI (Cox Optical Internet), Copper, and Hybrid. Voice: PRI’s, ePRI’s, VMgr, IP Centrex and IP PBX’s, Data: Metro Ethernet, SPN (secured private network), COI, Private Lines, Sip Trunking, Burstable Internet, and other Managed Services Desktop phone sets, Cisco Routers, National account Multi. Market etc.

  Major Tasks

  • The OM- PM I will manage all Med/Large, Moderately Complex Projects (which may include multisite locations) in support of Cox Business customers. Plans sequencing of projects and directs employees, vendors, and third parties to accomplish projects on agreed upon timeframes. Sets and manages customer expectations and proactively identifies and mitigates project risks.
  • Ensures 100% accuracy and integrity of Customer data, Reviews and Evaluates to establishes implementation plan, reviews customer needs with boundary partner support enabling workflow to be moved to various Cox Teams all within the negotiated and agreed timelines.
  • Manages projects to ensure profitability. Prepares cost analysis to maximize return on investment. Completes margin analysis on specific projects or unanticipated changes.
  • Services the company’s business operations by negotiating installation, platform, and production solutions on company’s behalf to ensure project serviceability.
  • Regularly exercises discretion and independent judgment to ensure project serviceability. Responsible for key decisions such as vendor selection decisions, guidance on selecting equipment to best meet customer needs, expediting the scheduling of high profile projects to maximize immediate reoccurring revenue, determines labor required to staff project, etc.
  • Provides project management for Cox Business service delivery process. Coordinates with Construction to build to new sites. Determines the need for site surveys and conducts as necessary. Determines if coordination is required with other carriers and coordinates as needed. Identifies proper permitting and government approvals required for project and ensures they are obtained. Evaluates the need for vendor work and equipment installation to service location; oversees vendor work and equipment installation to prepare for completion of Large, Moderately Complex Commercial Projects.
  • Coordinates the delivery of designated Med/Large, Moderately Complex services with customer. Conduct post installation review and installation with customer. All Standard CB products
  • Analyzes communications and requests from clients, support departments, and subcontractors and determine what course of action is necessary. Updates appropriate management team and stakeholders on project status. Communicates project requirements to other departments and Customer.
  • Adheres to standard proactive customer communication intervals including but not limited to phone calls and email templates which provide updates to the customer on the progression of implementation milestone and scheduling changes. Analyzes communications and requests from clients, support departments, and subcontractors and determine what course of action is necessary. Updates appropriate management team and internal stakeholders on project status and risk mitigation.
  • Manages long range logistics and planning for multiple customer projects. Obtains feedback at critical milestones and at project completion to ensure that project efforts are meeting customer expectations for time, cost, and results.
  • Coordinates with vendors and POC's for building access and install dates.
  • Work closely with functional business divisions, vendors and customers in defining project priorities, approach, resources requirements and timing of deliverables. Leveraging risk mitigation strategies to ensure both customer and business goals are met.
  • Updates and Tracks projects in Order Management tools and provides consistent updates and communications to status of projects. Works the project plan and resolves any date conflicts with customer, sales team, field Project Managers and internal boundary partners. Addresses questions from customers on details of services being installed and ensures understanding of project lifecycle, duration, risk items and risk mitigation plans.
  • Acts as the single point of contact for managing customer escalations, project changes, cancels and disputes prior to billing.

  Qualifications

  Required

  • 4 years of experience in a related field (e.g. Communications Industry, Project Management etc.); or a BS/BA degree in a related discipline (e.g. Communications Industry, Project Management etc.)
  • Requires knowledge of Hybrid Fiber Coax systems (HFC) in aerial and underground utility construction and design parameters
  • Proficiency of Windows based applications (Word, Excel, Project) and knowledge of Order Management System (OMS).

  Preferred

  • Excellent interpersonal, collaborative and verbal and written communication skills to lead and work effectively with teams throughout organization.
  • 2+ years of experience in a leading cross functional leadership role preferred.
  • Experience in telecommunications industry desired.

  Benefits

  The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

  About Us

  Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

• About the company

  Cox Communications, Inc. is an American digital cable television provider, telecommunications and home automation services.

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