Support Operations Technical Project Manager

Vero Networks-posted about 1 month ago
Full-time • Mid Level
Remote • Tulsa, OK
101-250 employees
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The Support Operations Technical Project Manager will play a key role in driving the successful execution of major operational and technical initiatives within Vero Fiber. This individual will assist in the day-to-day management of strategic projects, including growing our Network Operations Center (NOC), Customer Service and Technical Support Center, implementing automation and process improvements across support functions, and supporting the integration of new organizations and systems. This position will report directly to the Vice President of Network Operations and collaborate closely with internal teams such as Engineering, Billing, IT/Development, PMO Business Development, Outside Plant and Field Operations to ensure projects are delivered efficiently, on time, and aligned with company goals.

  • Project Planning & Execution:
  • Lead and manage multiple concurrent projects related to NOC buildouts, customer service operations, automation initiatives, and organizational integrations.
  • Develop detailed project plans, timelines, and resource allocations.
  • Track project milestones, deliverables, and dependencies using Zoho Projects and other project management tools.
  • Cross Department Coordination:
  • Serve as the primary point of contact between technical, operational, and business teams to ensure clear communication and alignment on priorities.
  • Facilitate regular project meetings, updates, and reviews with internal stakeholders.
  • Support the standardization of processes across departments to improve operational efficiency.
  • Operational & Technical Oversight:
  • Collaborate with NOC, Customer Service and Technical Support leadership to implement operational improvements, workflow automation, and new support tools.
  • Assist in developing and documenting procedures for customer support, escalation handling, and incident response.
  • Ensure integration efforts between systems (CRM, billing, monitoring, automation platforms, etc.) are properly scoped and coordinated.
  • Data & Reporting:
  • Monitor project performance metrics, budgets, and progress reports for executive review.
  • Build and maintain dashboards in Zoho, Excel, or Power BI to track progress and outcomes.
  • Process Development & Change Management:
  • Help define standard operating procedures (SOPs) for technical and customer service functions.
  • Support change management activities to ensure smooth adoption of new tools and workflows.
  • Coordinate training and documentation for staff impacted by new systems or processes.
  • 3–5 years of experience in technical program or project management, preferably within the telecommunications or ISP industry.
  • Proven track record of managing large, cross-functional operational or technical projects (e.g., NOC or call center setup, system integrations, or automation initiatives).
  • Strong familiarity with Network Operations Center (NOC), Customer Service, and Technical Support functions and workflows.
  • Experience with Zoho Projects (or similar platforms such as Asana, Smartsheet, or Jira).
  • Proficiency in Microsoft Excel, Microsoft Project, and other Microsoft 365 applications.
  • Excellent communication, organizational, and time management skills.
  • Ability to coordinate across multiple departments with technical and non-technical stakeholders.
  • Strong analytical and problem-solving abilities with a focus on execution and results.
  • PMP or other project management certification is a plus.
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