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Program Manager, Customer Service Delivery

Req ID:  34561
Travel:  Less than 10%
Location: 

IN

Education:  Four-year college degree
Experience:  At least 5 years of experience required
Equivalency:  Combination of education & experience considered

 

 

Join an innovative team that is responsible for transforming the customer experience by creating and bringing to market new products and services based upon globalized connectivity without boundaries. We reach beyond the traditional satellite industry and the broader communications landscape.   As part of the Intelsat vision, we will define new products with the performance, features, and flexibility required to open new profitable markets, drive new revenue streams and ensure the most reliable and secure communications globally. To accomplish our goal, we are looking for bold thinkers who will continue our legacy of innovation for decades to come.

 

Your role in helping us shape the future:

 

The Program Manager, Customer Service Delivery works as a liaison between the customer and key internal stakeholders such as Network Engineering, Network Operations, Sales, and Customer Sales Engineering (CSE) 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 global 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, and Legal, 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.

 

Can you drive these processes?

  • 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 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
  • 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 decision-making, negotiation and presentation skills
  • Experience in the management of the delivery of technology services
  • Extensive experience of managing projects to service level and performance agreements  
  • 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
  • Technical proficiency in one or more product types, e.g. Managed Services (Broadband, Mobility) or telecommunications with a satellite or communication service provider background

 

It would be nice if you had:

  • Advanced degree or post graduate training
  • Project Management foundational skills – PMP or equivalent experience desired

 

What it’s like to work with us:

Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new solutions and new products that will open new, profitable markets. 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 PTO, medical, tuition reimbursement, and training
  • 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.

 

  • 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.
  • Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world’s leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat’s customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.