Program Manager, Support Services

Overview

JOB TITLE:

 Program Manager, Support Services

CAYUSE COMPANY:

Cayuse Civil Services, LLC

LOCATION

Baton Rouge, LA

SALARY:

$128,960.00-$135,200.00

EMPLOYEE TYPE:

Full-Time Salary Exempt

TRAVEL

No

RELOCATION

No

Employment in this role is conditional upon successful execution of the contract by the client.

The Work

The  Project Manager provides senior-level telecommunications projects and contract support in a large, complex enterprise environment. The role focuses on modernizing legacy voice services, managing large-scale carrier transitions, conducting financial and billing audits, and supporting specialized projects that improve the reliability, compliance, and cost-effectiveness of telecommunications services.

This position requires a seasoned telecommunications professional with extensive experience working with VoIP implementations, and multi-site networks. The individual serves as a subject matter expert, project leader, and key liaison among internal teams and external vendors.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

• Lead the full project lifecycle for the including the migration of approximately 13,000 copper wire services to VoIP or LTE solutions.
• Plan, manage, and coordinate activities across multiple internal teams and vendor organizations to achieve project milestones, timelines, and performance objectives.
• Provide ongoing oversight, escalation management, and resolution for  ordering and provisioning issues, ensuring timely and accurate service delivery.
• Support the management, tracking, and monitoring of network and voice contracts (e.g., ITB, RFP, RFR, RFI), with an emphasis on compliance with contractual terms and internal policies.
• Collaborate with technical resources to validate network readiness, capacity, and infrastructure requirements to support VoIP and LTE service deployments.
• Develop and maintain project documentation (e.g., project plans, risk and issue logs, status reports, decision logs) and provide regular updates to leadership on progress, risks, and recommended mitigation strategies.

• Provide technical and administrative support to help ensure C2C project milestones are met, coordinating dependencies and schedules across participating teams.
• Conduct comprehensive network, voice service, and billing audits to verify accuracy, confirm proper service alignment, and identify opportunities for cost savings.

• Lead or support financial and billing audit efforts, including invoice reconciliation, identification of billing errors, validation of contracted rates, and quantification/documentation of cost recovery or cost avoidance.
• Develop, maintain, and deliver training for staff on communications billing audit procedures, tools, and standards, enabling consistent and repeatable audit practices.
• Lead and mentor staff on complex VoIP service implementations, including configuration, testing, and migration activities.
• Plan and manage HELD Protocol migrations and related efforts to modernize emergency location services in line with applicable regulations and industry best practices.
• Provide subject matter expertise on E911-related technologies and network foundations, ensuring design and implementation decisions support regulatory and performance requirements.
• Other duties as assigned.

Qualifications

Here’s What You Need

The qualifications and skills listed below are intended to provide a general overview of the requirements for this position. However, due to the anticipated nature of the contract and the absence of a finalized task order from the client, this list should not be considered all-encompassing. Additional qualifications, certifications, skills, or experience specific to the client’s requirements may be identified and requested upon award of the task order. Candidates should demonstrate flexibility and a willingness to adapt to evolving responsibilities as outlined by the client.

• Minimum of 15 years of experience with telecommunications technologies, including design, implementation, operations, and/or vendor engagement.
• Advanced understanding of telecom vendors, available services, and project management workflows, including ordering, provisioning, and lifecycle management.
• Extensive knowledge of Centrex and other service offerings, including underlying infrastructure, feature sets, and billing processes.
• Extensive VoIP service implementation experience, including network infrastructure requirements (e.g., QoS, bandwidth, latency, and security considerations).
• Direct experience supporting telecommunications services in complex, multi-site environments, with an in-depth understanding of diverse network and telecom needs and associated regulatory obligations.
• Demonstrated experience leading financial and billing audits in a telecommunications context, including:
  • Reconciling invoices with contracts and service inventories
  • Identifying billing errors and discrepancies
  • Quantifying and documenting cost savings, cost avoidance, and recoveries
• Regulatory & Emergency Services (LOS Audits & Project Support focus):
  • In-depth knowledge of E911 regulations, best practices, and technologies, including network foundations and emergency location capabilities (e.g., HELD Protocol).
• Proven expertise in the development, structuring, and active monitoring of complex network and telecom contracts, including those established via ITB, RFP, RFR, or RFI processes.
• Ability to oversee vendor performance, address issues, and support resolution of matters impacting service quality, cost, or timelines.
•  Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately.
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
• Strong project management skills, including scope definition, resource coordination, schedule management, and risk/issue management.
• Excellent analytical abilities, with the capability to interpret complex billing data, network inventories, and contractual terms and convert them into actionable insights.
• Demonstrated ability to lead cross-functional teams, provide mentoring and guidance, and foster collaboration across technical, financial, and operational groups.
• Proficiency with standard office and project tools (e.g., spreadsheets for analysis, presentation tools for reporting, and project management platforms for tracking and reporting).

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Program Manager

Working Conditions

• Professional office environment, with the ability to work onsite in the main office.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.

• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Pay Range