About the position
As Program Manager for NCTC’s Network Infrastructure Solutions, you’ll be the driving force behind the delivery and performance of essential services that power member connectivity—like IP Transit & Transport, colocation, wholesale, analytics, and content delivery networks. In this role, you’ll ensure our infrastructure services run smoothly, reliably, and with a constant focus on quality and member satisfaction. You’ll lead day-to-day operations, support member onboarding and renewals, troubleshoot service issues, and work to continuously improve the experience and outcomes for our members. You’ll also play a key role in building trusted relationships with our members, helping them get the most value from their infrastructure services, identifying new opportunities to expand adoption, and supporting their long-term success. If you're passionate about problem-solving, process improvement, and helping entrepreneurial providers stay connected and competitive, this is your opportunity to make a real impact.
Responsibilities
- Ensure Network Infrastructure products and services align with member needs.
- Analyze member needs and requirements for products and services to inform NCTC on strategic service evolution.
- Track and report performance metrics to guide infrastructure strategy and improvements.
- Deliver ongoing support and training to members for successful adoption of NCTC products and services.
- Manage onboarding and renewals to provide a seamless member experience.
- Support revenue retention and growth through efficient onboarding and renewal processes.
- Conduct service quality audits, identify and address member issues and engage with partners to help resolve service outages as needed.
- Coordinate with partners and billing team to resolve disputes.
- Track service metrics to improve quality and adapt support based on member needs.
- Supports business development by identifying and communicating opportunities to purchase and deploy additional NCTC services.
- The position requires occasional travel to support NCTC business needs which may include flexible hours and weekends.
- Other duties and responsibilities aligned with managing NCTC’s members’ experience with Network Infrastructure Solution services.
- Positively represents NCTC in its relationships with external constituencies.
Requirements
- Strong understanding of network infrastructure services (e.g., backbone circuits, transport, IP transit, DIA, broadband, fiber, and related core services).
- Familiarity with telecommunications or cooperative business models including channel partner or agency experience.
- Proven ability to ensure infrastructure services meet operational capacity and member expectations.
- Experience managing onboarding, renewals, and cancellations to deliver seamless member experiences.
- Expertise in driving process improvements to streamline operations, enhance service delivery, and optimize member experiences.
- Ability to track performance metrics and service quality to drive continuous improvement.
- Expertise in delivering ongoing support and training to members for successful service adoption.
- Skilled in resolving outages, conducting service quality audits, and addressing member issues.
- Strong analytical skills to analyze member requirements and inform strategic service evolution.
- Experience partnering with Business and Billing teams to align services with strategy and resolve disputes.
- Strong relationship-building skills to foster member engagement and satisfaction.
- Excellent verbal and written communication skills to engage members and internal stakeholders.
- Strong organizational and time management skills to manage service delivery, onboarding, and renewals.
- Proficient with project management tools, CRM software, and Microsoft Office Suite.
Nice-to-haves
- Established Industry Knowledge. Multiple years of direct experience in telecom or broadband infrastructure management with a preference for roles involving vendor coordination, client service connectivity delivery.
- Technical Proficiency and Certifications. Candidates with advanced technical skills or relevant certifications that directly support the management and optimization of IP Transit, CDN, or colocation services.
- Experience Launching or Scaling Network Services. Applicants who have successfully launched, scaled, or improved infrastructure services (e.g., IP Transit, CDN, DIA analytics) across multi-site or multi-client environments.
Benefits
- Choice of subsidized healthcare plans for individuals and families
- Health Savings Accounts with significant employer contributions
- 401K Plan with as much as a 10% match of your salary
- Company paid vision and dental insurance
- Company paid Short Term and Long-Term Disability Insurance
- Company paid life insurance
- Paid Time Off
