• Lead cross-functional teams in the initiation, planning, and execution of activities essential to advancing candidates through development and licensure • Ensure studies are appropriately sequenced and executed to support key milestones • Drive alignment across internal teams and external partners • Combine operational expertise with planning to manage project objectives

• Lead end-to-end project management for broadband infrastructure initiatives, including: - Network buildouts and installations - Ring collapses - Network enhancements and upgrades • Partner closely with cross-functional teams including: - Inside Plant (ISP) - Implementation teams - Field Operations - Optical Network teams • Represent the Enterprise Engineering team, ensuring alignment on project goals and execution steps • Facilitate project planning sessions, status meetings, and executive updates • Track and report on project progress, risks, dependencies, and milestones • Develop and maintain project documentation, including presentations and status decks • Drive accountability across teams to ensure timely delivery of project objectives • Quickly adapt to and adopt new tools and processes as client systems evolve

The ideal candidate will possess strong leadership skills, a solid understanding of Proactive Resolution processes, and a passion for driving continuous improvement. As a Team Leader, you will be responsible for managing a team of error handling specialists, POS Conversions, Error Resolution, Pricing Discrepancy processes overseeing shift rosters, providing coaching and training, documenting processes, analyzing data, and driving process improvement and automation initiatives. Key Responsibilities: - Leadership and Team Management: Provide guidance, and mentorship to the error handling and proactive resolution team. Coach team members to ensure they have the necessary skills and knowledge to deliver exceptional support experiences. Foster a positive and collaborative work environment that encourages teamwork and professional growth. Develop and maintain shift rosters to ensure adequate coverage and optimal utilization of resources. - Process Optimization: Lead efforts to optimize Error Handling and Proactive resolution processes and workflows, focusing on improving error rate, reducing pricing discrepancies. Identify opportunities for automation and efficiency improvements to streamline operations. - Quality Assurance: Implement and maintain quality to ensure consistency and accuracy in order error resolutions. Perform Quality Assurance to measure the performance of the team and provide timely feedback. - Documentation: Document error handling processes, procedures, and best practices to ensure consistency and knowledge transfer. - Workflow Management: Efficiently manage the workflow within the Error Handling department, including providing a real-time resolution to the order errors, proactively reducing the order errors and reviewing the pricing discrepancies in the orders received.  - Training and Development: Assist in developing and delivering training programs for Error Handling staff. Provide ongoing support and guidance to ensure team members have the necessary skills and knowledge to provide exceptional service. - Data Analysis and Reporting: Utilize data analytics tools to analyze order error metrics and derive actionable insights. Generate regular reports on key performance indicators, such as order error volume, order pricing discrepancy, and Error Rate. Use findings to drive continuous improvement initiatives. Work on ad hoc requirements. - Cross-functional collaboration: Collaborate with other departments, such as product development, and Customer Support to communicate order errors, and insights. Work closely with cross-functional teams to address order issues and proactive resolutions to drive product improvements.

• Owns the overall scope, schedule, risk assessment of program implementations • Ensures on time and on budget delivery • Collaborates with cross-departmental stakeholders to ensure milestones are met by keeping team focused and accountable • Builds strong relationships with external stakeholders through clear, concise, and consistent communication • Understanding and ability to communicate technical details to both clients and internal stakeholders • Collect project assets and information from end users and cross functional teams to upload/configure into systems accurately and timely • Identifies, recommends, and creates process documentation for internal resources and end users • Organize, execute and recap internal meetings and client conversations to set action items and upcoming deliverables • Communicates project status to upper management on a regular weekly cadence • Relies on extensive experience and judgment to plan and accomplish goals • Develops solutions to a variety of problems of moderate scope and complexity; refers to policies and best practices for guidance