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This job applies to Colombia (Bogotá and Barranquilla) and Costa Rica (San Jose).

We have multiple vacancies for this position.

General Job Description

Responsible for all aspects of assigned projects for the Alliance Channel and the ACC Business organization.  Single Point of contact for end-to-end management of assigned projects.  Complete projects within the order interval, review order submission from Sales to confirm accuracy, work with Service Delivery partners to follow orders through the order creation process, confirm that issued orders match the order request, identify project teams, create project strategy, manage order jeopardies, coordinate needed activities with the Project Team, conduct project status meetings and project reporting, and track projects.  Collaborate across multiple functions to ensure adherence to quality standards and internal processes.  Review deliverables and close projects within the order interval.   Identify, recommend, and take action to resolve all issues and roadblocks in a timely fashion.  Provide overall direction and gather technical guidance from multiple organizations as needed.  Use project management tools as needed for documentation and workflow.  Perform various administrative functions as needed to support the Project Management team.  Help organize and manage commitments to established service level agreements (SLA) and key performance metrics (KPI) for deadlines and cycle times.  Drive process efficiencies to continually improve KPI metrics.

Technical Knowledge and Skills

• Network: Familiarity with general network terminology and concepts strongly preferred.
• Applications: Intermediate Microsoft Excel, Word, MS Teams, WebEx, and Outlook skills. 
• Areas of Expertise: Customer-facing skills, highly organized, extremely detail oriented.

Responsibilities

• Work effectively in a virtual team environment, directly with remote customer teams and clients.
• Possess good interpersonal communication and negotiation skills, willingness to help others, flexible, analytical mind, problem solver, and stress resistant.
• Work to tight deadlines while maintaining output quality.
• Interact via phone, email, chat, and conference calls with management, peers, and customers to gather information, troubleshoot issues, direct team efforts, and implement solutions. 
• Adapt to support new responsibilities, new projects, new functions, and ad-hoc requests as needed.
• Maintain and update all project work in related internal and customer systems.
• Follow up daily/hourly with relevant teams to meet deadlines for requested projects.
• Suggest changes to process and procedures to improve efficiency and communications with relevant teams and customers. 
• Effectively manage assignments and ensure timely completion. 
• Escalate to management and stakeholders as necessary to ensure deadlines are met and deliverables not delayed.
• Update documentation, prepare emails, and reports.
• Ensure all relevant stakeholders are informed throughout the process.
• Meet customer SLAs and share relevant metrics to management. 
• Manage issues, actions, risks, and dependencies, and schedule and facilitate project meetings.
• Generate regular reports of program and project status.
• Multi-task and work independently with minimal supervision in a non-structured environment. 
• Work with other departments and clients to manage and develop project deliverables and timelines.

Required Qualifications

• English 85% verbal and written communications skills.
• High school diploma or equivalent
• Prior experience interfacing directly with customers for US-based companies.
• Practical knowledge of networking and telecommunications industries. 
• Advanced interpersonal soft skills and customer engagement skills.
• Able to clearly and assertively communicate requirements, deliverables, and deadlines.
• Able to work with diverse technical, sales, and management teams.
• Creative problem-solving skills to offer alternatives that are customer-focused, strategic, and profitable.
• Able to meet tight deadlines under high volumes.
• Intermediate Microsoft Excel, Word, MS Teams, WebEx, and Outlook skills; and experience with collaboration tools.
• Detail oriented, process oriented, with high-level organizational skills.
• Self-motivated and able to take the initiative to proactively resolve issues.

Preferred Qualifications 

• Previous experience working in a service delivery environment. 
• Practical knowledge of networking and telecommunications industries.