Manage customer technology projects from initiation through closure, coordinating technical teams, stakeholders, schedules, deliverables, risks, issues, and project documentation. Monitor progress and variances, communicate updates, escalate blockers, support handoffs, and prepare reporting to help ensure delivery meets customer specifications and success criteria.
The Project Manager supports Customer Operations by managing customer projects from initiation through completion. This role manages technical delivery projects across IT infrastructure, telecommunications, and unified communications, coordinating cross-functional teams, technical resources, customer stakeholders, project documentation, RAID tracking, resource and event tracking, and project reporting to ensure project work is completed efficiently, accurately, and in alignment with customer specifications and defined success criteria.
Responsibilities & Tasks
Manage assigned customer projects through the full lifecycle, including initiation, planning, execution, monitoring, handoff, and closure.
Clarify customer objectives, success criteria, project scope, risks, dependencies, and expected business outcomes with internal and external stakeholders.
Coordinate technical and non-technical cross-functional teams to keep project activities aligned, documented, and moving toward completion.
Maintain project schedules, action items, deliverables, status updates, RAID logs, project documentation, and stakeholder communications in the appropriate project tools.
Track risks, actions, issues, and dependencies using a consistent approach and communicate impacts, mitigations, owners, and due dates.
Assist with problem identification and resolution by documenting issues, coordinating responsible parties, and confirming completion of corrective actions.
Monitor project progress against defined success criteria and escalate variances, delays, blockers, or customer-impacting issues in a timely manner.
Support resource and event tracking and prepare weekly, monthly, quarterly, or ad-hoc reporting as required by leadership or customer needs.
Communicate clearly with technical and non-technical stakeholders by phone, email, meetings, and project updates.
Identify and quantify project variances, recommend corrective actions, and track follow-through to support project delivery outcomes.
Collaborate across workstreams outside the direct project team to complete deliverables, support handoffs, and reduce project friction.
Required Qualifications
Minimum five (5) years of experience managing IT or technology projects, including delivery in B2B and SaaS environments.
Strong interpersonal, written, and verbal communication skills with ability to influence and interact credibly at multiple organizational levels.
Ability to manage daily workflow with limited supervision while meeting departmental and customer requirements.
Experience managing projects in an ERP, project management, or comparable business system.
Strong organization, follow-through, documentation, risk tracking, and issue-resolution skills.
Hands-on experience delivering projects in telecommunications, wireless, or fiber environments.
Demonstrated experience managing IT infrastructure projects such as server replacement or refresh, network deployments, and unified communications (UCaaS) implementations.
Desired Qualifications
PMP certification preferred; equivalent project management certification or formal training considered.
Experience with technology deployments, customer operations, field services, or multi-workstream implementation projects.
Experience using Monday.com, ERP tools, CRM systems, or comparable project/work management platforms.
Background with an enterprise technology manufacturer, systems integrator, VAR, or managed services provider delivering infrastructure, networking, or communications projects for business customers.
Physical Requirements
Prolonged periods of sitting and working on a computer.
Ability to communicate effectively by phone, email, video, and online collaboration tools in a remote environment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Equal Employment Opportunity
EPIC iO is an equal opportunity employer. Employment decisions are based on business needs, job requirements, and individual qualifications. The Company does not discriminate on the basis of any status protected by applicable federal, state, or local law. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions of the role.
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