Hotwire Communications Ltd

Program Manager

• Identify and integrate enterprise program management best practices
• Develop methods and procedures supporting Hotwire Communication’s enterprise operations
• Plan and schedule projects, manage budgets, track results, and provide reporting and oversight
• Coordinate internal resources and third-party vendors for project execution
• Define project scope and objectives with relevant stakeholders and ensure technical feasibility
• Develop and maintain detailed project plans and monitor progress
• Establish relationships with internal stakeholders and external vendors
• Identify processes and reports to automate, simplify, eliminate, integrate, and standardize
• Manage changes to project scope, schedules, and costs using appropriate verification techniques
• Manage multiple projects and teams concurrently
• Drive end-to-end process improvements and efficiencies across cross-functional teams
• Partner with construction and operations organizations to deliver key metrics
• Perform data analysis and risk management
• Prepare and present project status reports to upper management
• Provide project coordination for the Service Delivery organization, including local OSP and ISP organizations
• Coordinate meetings, deadlines, requirements, and deliverables with departments and vendors
• Apply Organizational Change Management strategies to remove roadblocks and execute project plans
• Perform other duties as assigned by the supervisor

Senior Program Manager – Enterprise PMO

General

• Serve as the single point of contact for elevated technical issues that cannot be resolved by other call center employees
• Handle all aspects of the customer relationship with a focus on white-glove service and trouble resolution
• Handle direct inbound calls from Residential, HBS (Business), and Hospitality customers
• Serve as first-level trouble support for all services
• Serve as a secondary route for service center activities, including new order requests and billing assistance
• Review scheduled trouble tickets for possible remote resolution
• Perform follow-up testing and troubleshooting
• Troubleshoot and resolve Tier 1 issues, escalating when needed and following up promptly
• Contact customers by phone, chat, and email to recommend services and resolve issues
• Resolve questions or problems involving system configuration/setup, product functionality, and bugs/enhancements
• Serve as primary support liaison between Hotwire Communications and residential customers
• Maintain thorough knowledge of Hotwire Communications’ product line and customer applications
• Perform other duties as assigned

Senior Program Manager – Enterprise PMO

Technical Engagement Specialist