Kinetic - Principal Program Management

Kinetic provides high-speed broadband Internet, phone service, and Digital TV packages to residential customers as well as products and services for small, medium, and large businesses, and government agencies.

The Principal, Program Management will lead the strategy, planning, and end-to-end execution of high-impact Go-to-Market (GTM) programs that accelerate subscriber acquisition, migration, and retention across consumer and business segments. Core programs include Customer Referral, Pre-Registration for Fiber, and additional GTM initiatives as prioritized by leadership.

• Own the GTM program lifecycle (strategy, design, pilot, scale, optimize) for Customer Referral, Pre‑Registration Fiber, and other prioritized programs across Consumer and Kinetic Business.
• Define program objectives, KPIs, and success criteria aligned to fiber penetration, gross adds, upgrade/migration rates, retention and customer loyalty goals.
• Build integrated cross‑functional plans with Marketing, Sales, Product, Digital, Customer Ops, Construction/Engineering, and BI; drive alignment on scope, timelines, dependencies, resourcing, and risk mitigation.
• Lead program governance: establish operating cadences, dashboards, variance analyses, and path‑to‑green actions; manage RAID logs; communicate to executive stakeholders with clarity and accountability.
• Partner with Digital Marketing and Inside Sales to optimize demand gen, conversion flows, and assisted‑sales motions for pre‑registration and referral channels; coordinate enrollment, offer strategy, and incentive mechanics.
• Collaborate with Customer Operations to ensure frictionless customer experiences across phone/online/chat; integrate referral and pre‑registration touchpoints into care journeys and knowledge management.
• Coordinate with Field Operations and Construction to align program timing with fiber build milestones and address addressability, availability, and local market readiness at launch.
• Work with Brand/Integrated Marketing and Local Engagement teams on messaging, creative, and hyperlocal activation to accelerate first‑six‑month penetration in new fiber markets.
• Partner with Business Intelligence to establish attribution, cohort tracking, and experimental design (A/B, holdouts), and to calculate ROI/ROMI, CAC, LTV, and payback for each program.
• Standardize program playbooks, artifacts, and runbooks; mentor PMs/consultants; drive continuous improvement across the Service Delivery Program Management practice.
• Ensure compliance and data integrity standards for customer‑facing programs; coordinate with Legal/Compliance and Government Programs when relevant (e.g., public sector, E‑Rate‑related touchpoints).

• 8+ years of program management or GTM leadership in telecom, broadband, or subscription‑based services, with demonstrable impact on acquisition, migration, and retention.
• Proven success leading cross‑functional initiatives at scale; strong stakeholder management across Marketing, Sales, Product, Operations, and Analytics.
• Expert‑level program management skills: scoping, planning, governance, risk management, change control, and benefits realization.
• Data‑driven orientation with proficiency in building executive dashboards and business cases; familiarity with CAC/LTV, funnel analytics, and cohort measurement.
• Experience operationalizing referral and/or pre‑registration programs or analogous growth engines.
• Excellent communication, executive presence, and ability to simplify complex topics for diverse audiences.
• Familiarity with Sales and Marketing tech stacks (CRM, MAP, CDP, analytics/BI tools, experimentation platforms).
• Prior leadership of PMO artifacts and standards; mentoring of PM teams.
• Knowledge of customer operations processes and digital customer experience optimization.

College degree and 8+ years professional level experience with 3-4 years supervisory experience; or 12+ years professional level related experience with 3-4 years supervisory experience; or an equivalent combination of education and professional level related experience desired.

The starting compensation range for this job is $89,300 to $117,200…