Technical Project Manager in Arizona, Texas at Saddleback Communications

Job Summary:

The Technical Project Manager (TPM) plans, coordinates, and drives the successful delivery of technical projects across Operations and Technical Services; including implementations, service migrations, professional services, and infrastructure initiatives. They will also work closely with Product on initiatives involving Operations & Support to coordinate effort and timelines. Working closely with teams across LNP, VoIP Engineering, Partner Onboarding, Technical Support, and Account Services, the TPM ensures projects are scoped clearly, resourced appropriately, and delivered on time and within budget. This role serves as the connective tissue between internal technical resources, cross-functional teams, key technical vendors, and partners & customers. They are skilled at translating complex technical work into clear project plans, stakeholder communications, and measurable outcomes. The TPM is able to engage directly with customers when projects require it. As the organization grows its managed services capabilities across Saddleback Communications and its subsidiaries, the TPM plays a critical role in ensuring service delivery is scalable, consistent, and partner & customer-centric. The TPM doesn’t just record what is happening within a project, they proactively drive projects forward through proactive communication, impact analysis, and early risk detection and mitigation.

Key Outcomes of the Role:

Success in this role looks like:

• Project delivery: All assigned projects are planned, tracked, and delivered with clear milestones, owner accountability, and proactive risk management. Changes or change requests within the project are tracked and any dependencies or correlating impacts are clearly communicated to stakeholders.
• Stakeholder alignment: Internal teams, partners, customers, and vendors are kept informed and aligned throughout the project lifecycle through consistent, professional communication.
• Cross-functional coordination: Product, Operations & Support, Sales, and Leadership teams are effectively engaged and coordinated on shared project work.
• Partner & Customer experience: Partners & Customers feel informed, supported, and confident throughout their implementation or migration, with issues surfaced and resolved quickly.
• Process improvement: Lessons learned from each project are documented and used to continuously refine delivery frameworks, templates, and team readiness.
• Vendor & partner management: Technology partners, subcontractors, and platform vendors are held to agreed timelines and deliverables throughout the project. Any risks to timelines or deliverables are proactively tracked and escalated in advance to avoid missed milestones.

Key Outcomes of the Team Role:

Members of the Project Management Team:

• Embody and reinforce the company’s ASCEND principles (Accountable, Solutions Oriented, Curious, Empowered, Nimble, Data Driven)
• Technical projects are delivered on time, within scope, and to customer satisfaction across all service lines.
• Cross-functional teams are aligned and coordinated throughout the project lifecycle with minimal disruption to daily operations.
• Partners & Customers experience smooth, well-communicated implementations with clear expectations and timely updates.
• Project risks, delays, and escalations are identified early and resolved before they impact delivery.
• Post-project reviews drive continuous improvement in delivery processes, timelines, and team coordination.
• Managed services delivery across Saddleback Communications and its subsidiaries is supported by repeatable, documented project frameworks.

Essential Duties and Responsibilities:

Project Planning & Management

• Define project scope, objectives, deliverables, timelines, and resource requirements in collaboration with stakeholders
• Build and maintain detailed project plans, schedules, and status trackers for all active projects
• Manage multiple concurrent projects across different service lines and partner/customer accounts
• Identify, document, and proactively mitigate project risks, issues, and dependencies
• Facilitate project kickoff meetings, milestone reviews, and post-implementation retrospectives
• Maintain project documentation including SOWs, change orders, cutover plans, and closeout reports
• Continuous tracking of team bandwidth and project resources to align project work with realistic timelines, or escalate when resource issues are a barrier

Cross-Functional Team Coordination

• Coordinate project tasks and timelines across Product, Operations & Support, Sales, Infrastructure, and Leadership teams
• Serve as the primary point of coordination for all internal resources assigned to a project
• Work with team leads to ensure resource availability and workload balance across active projects
• Escalate resource conflicts, bottlenecks, or scope changes to leadership with clear options and recommendations
• Support VoIP Service Engineers, Technical Support Managers, and Onboarding teams on projects requiring structured delivery oversight
• Understand complex technical project requirements and serve as liaison for Technical team. Ability to understand when multiple projects may have competing priorities or dependencies for early detection and resolution

Stakeholder Communication

• Serve as the primary project point of contact for partners, customers, vendors, and key stakeholders throughout the implementation or migration lifecycle
• Deliver clear, consistent project status updates to internal and external stakeholders and leadership
• Conduct kickoff meetings, ongoing status calls, and post-project review meetings
• Manage stakeholder expectations with professionalism, transparency, and a solutions-oriented approach
• Translate complex technical project details into clear, accessible language for non-technical stakeholders

Vendor & Technology Partner Management

• Coordinate with technology vendors, platform providers, and subcontractors on project deliverables and timelines
• Hold external partners accountable to agreed milestones and escalate issues as needed

Process Development & Continuous Improvement

• Develop and maintain standardized project templates, playbooks, and delivery frameworks for common project types
• Document lessons learned and best practices from completed projects to improve future delivery
• Identify opportunities to streamline cross-team handoffs, reduce implementation timelines, and improve the customer experience
• Contribute to the development of managed services delivery standards across Saddleback Communications and its subsidiaries
• Participate in Operations and Technical Services leadership meetings and strategic planning initiatives as necessary

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

• Bachelor's degree in Business, Information Technology, Telecommunications or a related field, or equivalent experience preferred
• PMP, CAPM, or equivalent project management certification preferred
• 5+ years of project management experience, preferably in a technology field
• Demonstrated experience managing technical implementations involving VoIP, UCaaS, SIP trunking, or broadband services strongly preferred
• Experience coordinating cross-functional teams including engineering, operations, and customer-facing roles
• Familiarity with telecom platforms such as Metaswitch, NetSapiens, or similar hosted PBX environments preferred
• Experience managing vendor and technology partner relationships in a project delivery context

Knowledge/Skills/Abilities:

• Strong project management discipline with proven ability to deliver complex technical projects on time
• Deep familiarity with telecom and UCaaS technologies, terminology, and implementation workflows
• Natural cross-functional collaborator who can align diverse teams around shared goals
• Clear and professional communicator — written, verbal, and in customer-facing settings
• Highly organized with the ability to manage multiple projects and priorities simultaneously
• Proactive problem-solver who identifies risks early and drives resolution before they impact delivery

Equal Employment Opportunity and Preference Policy

The Company is an Equal Opportunity/Affirmative Action Employer. In accordance with the Salt River Pima-Maricopa Indian Community preference policy and applicable law, preference in employment, promotion, transfer, training, and rehire will be given in the following order: (1) Enrolled SRPMIC Community Member Veteran, (2) Enrolled SRPMIC Community Member, (3) Legal Spouse of an Enrolled SRPMIC Community Member, (4) Enrolled Member of another federally recognized Indian Tribe, and (5) other qualified applicants. All employment decisions are based on qualifications, ability, and job performance.