Program Manager, Business Information Systems

Program Manager, Business Information Systems – Hargray Fiber

Are you passionate about making a difference in people’s lives? Are you motivated to learn and connect people with cutting edge technology? Do you go the extra mile to provide customer delight? Then you should join the Hargray Fiber team as a Business Information Systems Program Manager!

The Business Information Systems Program Manager is responsible for overseeing all aspects of Hargray Fiber’s customer operations processes and accurately mapping new processes, automation, interoperability, and dependencies between various platforms. The ideal candidate for this position will have experience with digital transformation projects and/or program management as it relates to leading complex and large-scale implementations. OSS/BSS experience is strongly preferred, but not required. Additional responsibilities include overseeing order management business processes with special emphasis on continuous improvement in the areas of efficiently, productivity, revenue integrity, and enhanced customer experience including install and post-installation support of telecommunication services.

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of almost 600 colleagues across 8 locations is committed to excellence, delivering the most advanced technology and the best service for our customers.

Duties and Responsibilities: Including but not limited to the following.

• Adopts and supports Hargray’s Project Halo platforms and processes for Hargray Fiber.
• Builds and maintains effective working relationships to ensure business objectives and priorities are successfully supported, communicated and executed internal and external to the department and organization. Also works cross-functionally with departmental colleagues and customers.
• Partners with HR to set up and ensure necessary training is administered.
• Reviews job duties and responsibilities to identify change areas based on new technology platforms.
• Develops and executes strategies that contribute to standardizing best practices and optimizing workflows to enhance technical and operational performance.
• Serve as Subject Matter Expert (SME) on Customer Operations processes, rules, regulations, protocols, and dependencies.
• Seeks to continuously improve order management business processes to enhance the customer and colleague experience.
• Formulates, organizes, and monitors inter-connected projects.
• Daily program management throughout the program life cycle.
• Manages risks and issues and takes corrective actions.
• Coordinates cross-project activities.
• Develops an evaluation method to assess program strengths and identify the areas for improvement.
• Develops and controls deadlines, budgets, resources, and
• Manages and resolves project scope issues to ensure the project remains on time and on budget.
• Produces accurate and timely reporting program status through its lifecycle.
• Drives implementation of key processes across teams (requirements and change management, acceptance criterion, continuous integration, delivery quality standards, fine-tuning to an agile approach).
• Identifies infrastructure issues and other inefficiencies in the environment and drives solutions.
• Perform other related duties as required.

Job Requirements

Minimum Qualifications: Only candidates who meet the minimum qualifications will be considered.

• BSC/BA in management or relevant education. MBA is a plus.
• 10 or more years of relevant program/project management work experience.
• Excellent knowledge of change management principles.
• Excellent knowledge of MS Project/Project Online.
• Works on problems of diverse complexity and scope.
• Experience in supporting team members through complex and large-scale implementations with strong customer operations processes.
• Knowledge of basic Telco terms and infrastructure.
• Must understand broadband service offerings (CATV facilities, Digital Subscriber line, and Fiber to the Home) and have the ability to effectively communicate that technology to customers.
• Must be a self-starter able to work without close supervision and to think independently.
• Must have the ability to establish communications and a strong relationship with senior internal and external stakeholders, attracting new business.
• Excellent communication skills.
• Excellent problem-solving
• Excellent management skills.

EOE/ Disability