Program Manager, Operations & Customer Service Delivery

Your role in helping us shape the future:

The Program Manager, Customer Service Delivery works as a liaison between US DoD customers, key internal stakeholders such as Engineering, Network Operations, Sales, and external partners to lead the on-boarding of new customers. The Program Manager, Customer Service Delivery is engaged from the pre-sales stage of the customer engagement throughout the delivery of the service, culminating with a handover to operational support.

Are you up to the challenge?

The Program Manager, Customer Service Delivery:

• Ensures Intelsat implements services based on customer service level agreement/contract and our standard concept of operations.
• Contributes to the continuous improvement of the customer experience by ensuring that all customer services are delivered on time, per specification and customer communication are managed in a professional manner, with expectations set and met.
• Acts as an escalation point for issues with existing processes that live in other departments such as Network Engineering, Network Operations, Finance, Sales, Legal, and external partners during implementation of a service or changes to an existing service.
• Provides customer communications and support and utilizes customer information to identify trends to develop recommendations for actionable business strategies to drive customer retention.
• Adapts to and helps determine changes in process and function as new products are implemented and require service delivery.
• Supports related activities such as new services terminal qualification/certification and customer testing, trials and demos as needed
• Lead cross-functional teams to deliver services on schedule employing standard project management methodologies.
• Own the customer relationship and all related activities from order execution to service delivery completion.
• Ensure process governance is followed and the ability to manage/report variations.

You should definitely have:

• A Bachelor’s degree and a minimum of five (5) years work experience (or an equivalent combination of education and work experience); seven (7) years preferred
• Technical proficiency in one or more product types, e.g. Managed Services (Broadband, Mobility) or telecommunications with a satellite or communication service provider background
• A command of soft skills (communication, interpersonal) to support interfacing with customers
• Demonstrated leadership and ability to influence and manage without authority
• Experience controlling change, managing risks and resources, and anticipating potential impacts
• Strong business project management, decision-making, negotiation and presentation skills
• Experience in the management of the delivery of technology services
• Experience in effective executing on deliverables per terms of agreed contracts
• Ability to work effectively in a fast-paced and demanding environment, while adapting and adjusting to effectively handle changes in priorities and assignments
• This role is subject to ITAR/EAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee)

What it’s like to work with us:

Intelsat is connecting the world and transforming the satellite and inflight connectivity landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. We connect the aviation industry and air travelers with innovative technology and applications, and we do it all in a high-energy environment that welcomes the next challenge. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

• We emphasize personal and professional growth
• Awesome benefits including DTO, medical, tuition reimbursement, and training
• Flexible work arrangements and Hybrid Work of 3 days per week in office experience
• Fun, diverse, and inclusive culture

Other Job Info

• These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
• Job requires ability to lift up to 20 lbs