Support Operations Technical Project Manager

Support Operations Technical Project Manager

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The Support Operations Technical Project Manager is responsible for driving the successful execution of major operational and technical initiatives within Vero Fiber. Duties include day‑to‑day management of strategic projects such as expanding the Network Operations Center, enhancing customer service and technical support centers, implementing automation, and integrating new organizations and systems. The role reports directly to the Vice President of Network Operations and works closely with internal teams (Engineering, Billing, IT/Development, PMO, Business Development, Outside Plant, and Field Operations) to ensure projects are delivered efficiently, on schedule, and aligned with company goals.

• Lead and manage multiple concurrent projects related to NOC buildouts, customer service operations, automation initiatives, and organizational integrations.
• Develop detailed project plans, timelines, and resource allocations.
• Track project milestones, deliverables, and dependencies using Zoho Projects and other project‑management tools.
• Serve as the primary point of contact between technical, operational, and business teams to ensure clear communication and alignment on priorities.
• Facilitate regular project meetings, updates, and reviews with internal stakeholders.
• Support the standardization of processes across departments to improve operational efficiency.
• Collaborate with NOC, Customer Service and Technical Support leadership to implement operational improvements, workflow automation, and new support tools.
• Assist in developing and documenting procedures for customer support, escalation handling, and incident response.
• Coordinate integration efforts between systems (CRM, billing, monitoring, automation platforms, etc.) ensuring proper scoping and coordination.
• Monitor project performance metrics, budgets, and progress reports for executive review.
• Build and maintain dashboards in Zoho, Excel or Power BI to track progress and outcomes.
• Help define standard operating procedures (SOPs) for technical and customer‑service functions.
• Support change‑management activities to ensure smooth adoption of new tools and workflows.
• Coordinate training and documentation for staff impacted by new systems or processes.

• Safety and Security
• Quality of Work
• Results‑Orientation

• 3–5 years of experience in technical program or project management, preferably within the telecommunications or ISP industry.
• Proven track record of managing large, cross‑functional operational or technical projects (e.g., NOC or call‑center setup, system integrations, automation initiatives).
• Strong familiarity with NOC, Customer Service and Technical Support functions and workflows.
• Experience with Zoho Projects or similar platforms such as Asana, Smartsheet or Jira.
• Proficiency in Microsoft Excel, Microsoft Project and other Microsoft 365 applications.
• Excellent communication, organizational and time‑management skills.
• Ability to coordinate across multiple departments with technical and non‑technical stakeholders.
• Strong analytical and problem‑solving abilities focused on execution and results.
• PMP or other project‑management certification is a plus.

• No travel required.
• Must be authorized to work in the United States.
• Full‑time, non‑exempt, staff position.
• Remote position; schedule Monday‑Friday with occasional weekend availability as needed.
• Requires ability to sit and work at a desk for extended periods using a computer and other office equipment.
• Requires ability to perform fine‑motor tasks such as typing or using a mouse for extended periods.

Vero Broadband was formed to fill a need in underserved communities where affordable, reliable broadband simply does not exist. Our goal is to bring the highest‑quality fiber‑optic broadband to these communities and to enhance them through job creation, local partnership, and support for schools and rural healthcare.

Vero participates in E‑Verify. Vero will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I‑9 to confirm work authorization.

This position requires the ability to pass a standard background check upon offer of position.

At least two professional references are required.