Program Manager

Job Overview:

The Program Manager is responsible for leading Smart Choice Communications’ project delivery and technical implementation teams. This role, based in the St. Petersburg, FL office, oversees Project Managers and Project Engineers to ensure seamless execution of enterprise customer onboarding, installations, upgrades, relocations, and managed service deployments. This position owns the operational integrity of the full implementation lifecycle — from post‑contract handoff through go‑live and transition to ongoing support — ensuring projects are delivered on time, within scope, within budget, and aligned with customer expectations and Smart Choice profitability objectives.

• Directly manages Project Managers, Enterprise Account Managers, and Project Engineers.
• Provides coordination with Dispatch, Client Success, Billing, Technical Support, and Internal Dev.
• Responsible for hiring, onboarding, coaching, performance management, and development of team members.
• Establishes KPIs and performance metrics aligned with customer satisfaction, revenue growth, and operational efficiency.

• Oversee all customer‑related projects including new client onboardings, UCaaS/VoIP installations, office relocations, enterprise upgrades, SIP trunk deployments, and managed service implementations.
• Ensure detailed project plans are created, maintained, and communicated.
• Develop and enforce SLA update standards.
• Monitor timelines, milestones, deliverables, and risk mitigation plans.
• Ensure proper documentation including installation plans, site surveys, as‑built documentation, and support handoff documentation.
• Oversee permit applications when required.
• Ensure smooth transition from implementation to long‑term support.

• Ensure proper staging, configuration, validation, and testing of voice, data, security, AV, and managed service equipment.
• Maintain standards for system configuration, call flows, provisioning, and diagnostics.
• Oversee staging accuracy verification and Go‑Live support, including after‑hours cutovers.
• Maintain technical standards across UCaaS, VoIP, security systems, and cloud integrations.
• Ensure compliance with change management, incident management, and BC/DR protocols.

• Ensure white‑glove service delivery to enterprise/VIP accounts.
• Monitor customer satisfaction and proactively manage escalations.
• Support cross‑sell and upsell execution through operational alignment.
• Ensure clear lifecycle communication, milestone transparency, and end‑user training support.
• Monitor labor utilization, equipment tracking, scope changes, and margin protection.
• Ensure accurate forecasting of resources and timelines.
• Oversee billing coordination and discrepancy resolution.
• Enforce disciplined change management to minimize scope creep.

• Partner with Sales, Client Success, Engineering, Billing, and Support teams.
• Promote collaboration and eliminate operational silos.
• Drive continuous improvement across systems and workflows.

• Participate in the development, testing, and execution of Business Continuity and Disaster Recovery (BC/DR) initiatives.
• Follow established security, incident management, and change‑management procedures.
• Maintain up‑to‑date knowledge of VoIP phones, firewalls, switches, routers, cloud platforms, and related technologies.

• Participate in support for after‑hour installations and system cutovers as needed.
• Travel locally or overnight for training, installations, and customer support.
• Perform other duties as assigned.

• Bachelor’s degree in Business, Telecommunications, Engineering, or related field preferred.
• 7+ years of experience in telecommunications, UCaaS, VoIP, or managed services.
• 3+ years of leadership experience managing project or technical teams.
• Valid driver’s license and safe driving record required.

• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation and ability to deliver training…