Program Manager, Porting Service Analyst - Job ID 3099

#Location - Hybrid/Bridgewater, NJ

About iconectiv

At iconectiv, trust is more than a principle - it is the foundation of the nation’s communications ecosystem. Advancing and protecting that trust is our core mission. Behind every call, text and digital interaction is a highly complex infrastructure that must remain secure, trusted and universally accessible. What appears seamless to consumers and businesses relies on an intricate network of systems, authoritative data and key processes working flawlessly behind the scenes.

Our work delivers the reliability, choice and convenience that modern communications demand as the landscape continues to evolve. For more information, visit www.iconectiv.com and follow us on LinkedIn.

The Program Manager/Porting Service Analyst is expected to manage SP Number Portability Projects and relationships related to the Mass Porting/SPID Migration projects. The individual must coordinate communications among the service provider and the iconectiv internal stakeholders (e.g. Account Management, Industry relations, Performance and DevOps etc.).

We are looking for someone that can be a team player and has strong problem-solving, good hands on technical and communication skills. This individual must ensure that all requirements, such as service level agreements (SLAs), key performance indicators (KPIs), such as the statement of work (SoW), the contract, and supporting attachments and addenda. 

The right candidate will have a high degree of personal motivation, good leadership capability, a deep understanding of Porting Industry, and a strong personal work ethic. The right candidate will have demonstrated success in negotiating contracts, communicating concerns, enforcing compliance, and resolving issues in a timely, favorable manner. This individual must have a track record of sustaining established relationships while continually improving processes and performance to maximize value. Ideally, the candidate will be a strong negotiator, leading in a team-oriented culture, and a model of influencing peer-group behavior and promoting collaboration regarding service quality and communication. 

Responsibilities:

• Support the following types of calls, questions, or tickets:
  • Customer Service
  • Application Troubleshooting
  • Managing/Assisting customers performing related tasks.
  • Executing planned porting activities for service providers. 
• Monitor and respond to multiple channels of customer contact including Customer Portal, Chat, Email, and Phone
• Execute and manage Large Service Provider Porting Projects
• Guiding/Executing planned porting activities for service providers (SV porting, MUMP, Pooling requests & SPID migrations)
• Manage the overall relationships between Service Providers and iconectiv, as well as interface with internal stakeholders 
• Manage Customer Profile, Contacts & Customer Portal updates
• Track completion and/or adherence to all contract deliverables and obligations
• Internal reporting of program metrics and status
• Application Troubleshooting - Use critical thinking skills to troubleshoot incidents which will also include working with other departments to satisfy customer needs.
• Learn and understand all the training materials provided associated with the industry, the application, customer service, and related processes/procedure 
• Ensure service level agreements and metrics are achieved per governing contracts/statements of work
• Drive best practices, implement process improvements, and monitor value realization
• Ensure standard operating procedures are documented, updated, and accessible
• Assist with special projects and other duties as assigned.

Required Qualifications: 

• Prefer a BS Degree with a technical, business or management focus. 
• In addition to degree, there is a minimum of 10-15 years of previous experience in IT, partner management, or equivalent experience, with at least 5 years’ experience in building and delivering services for Telecom customers.
• Evidence of deep operational, business, and industry (Telecom network re-arrangements projects) knowledge.
• Demonstrated success in project management and delivering on time, within budget, with the desired scope
• Demonstrated ability to exert leadership through interpersonal and influencing skills.
• Exhibits relentless attention to detail.
• Highly motivated team player.
• Self-starter that can work with minimal oversight as required.
• Excellent communications skills, both oral and written, both technica