Program Manager
MetTel is seeking a Program Manager to lead and govern a POD-based operating model supporting enterprise clients. This client-facing role is responsible for end-to-end service delivery performance across the lifecycle of telecom service requests, including new orders, repairs, MACD, systems integration, reporting, and escalation handling. The Program Manager ensures performance against MetTel's service level objectives (SLOs), contracted service level agreements (SLAs), and core key performance indicators (KPIs), driving operational excellence and providing executive-level visibility into outcomes, risks, and performance trends.
Key responsibilities include serving as the operational leader for assigned PODs, aligning cross-functional teams toward shared performance goals, and driving the POD operating cadence through daily reviews and backlog governance. The Program Manager monitors performance across all open service requests, analyzes trends, and translates operational data into actionable insights and corrective action plans. Additionally, the role involves acting as a senior client-facing executive operational leader, providing proactive updates and transparent communication regarding performance, risks, and mitigation plans.
The ideal candidate will have over 10 years of telecommunications industry experience, including enterprise client-facing account or service delivery management. A strong working knowledge of modern telecom and network technologies, such as SD-WAN and network appliances, is essential. The candidate should demonstrate the ability to analyze operational performance data and drive measurable improvement, possess a deep understanding of SLA governance and service lifecycle management, and exhibit strong executive presence with the ability to influence cross-functional teams without direct authority.
The salary for this position is up to $100,000 annually, with compensation reflecting the cost of labor across several U.S. geographic markets. Pay varies by work location and may also depend on job-related knowledge, skills, experience, and abilities of the successful candidate. Additional benefits and perks are available and can be discussed during the hiring process.
MetTel fosters an environment where professionals can grow and develop their skills, collaborate with diverse teams, and enjoy a rewarding career. The company values each team member as key to the success and sustainability of the group, offering opportunities for professional development and advancement within the organization.