Job Description

About Iconectiv At iconectiv, trust is more than a principle - it is the foundation of the nation’s communications ecosystem. Advancing and protecting that trust is our core mission. Behind every call, text and digital interaction is a highly complex infrastructure that must remain secure, trusted and universally accessible. What appears seamless to consumers and businesses relies on an intricate network of systems, authoritative data and key processes working flawlessly behind the scenes. #Location - Hybrid/Bridgewater, NJ Our work delivers the reliability, choice and convenience that modern communications demand as the landscape continues to evolve. For more information, visit and follow us on LinkedIn. The Program Manager/Porting Service Analyst is expected to manage SP Number Portability Projects and relationships related to the Mass Porting/SPID Migration projects. The individual must coordinate communications among the service provider and the iconectiv internal stakeholders (e.g. Account Management, Industry relations, Performance and DevOps etc.). We are looking for someone that can be a team player and has strong problem-solving, good hands on technical and communication skills. This individual must ensure that all requirements, such as service level agreements (SLAs), key performance indicators (KPIs), such as the statement of work (SoW), the contract, and supporting attachments and addenda. The right candidate will have a high degree of personal motivation, good leadership capability, a deep understanding of Porting Industry, and a strong personal work ethic. The right candidate will have demonstrated success in negotiating contracts, communicating concerns, enforcing compliance, and resolving issues in a timely, favorable manner. This individual must have a track record of sustaining established relationships while continually improving processes and performance to maximize value. Ideally, the candidate will be a strong negotiator, leading in a team-oriented culture, and a model of influencing peer-group behavior and promoting collaboration regarding service quality and communication. Responsibilities Support the following types of calls, questions, or tickets: Customer Service Application Troubleshooting Managing/Assisting customers performing related tasks. Executing planned porting activities for service providers. Monitor and respond to multiple channels of customer contact including Customer Portal, Chat, Email, and Phone Execute and manage Large Service Provider Porting Projects Guiding/Executing planned porting activities for service providers (SV porting, MUMP, Pooling requests & SPID migrations) Manage the overall relationships between Service Providers and iconectiv, as well as interface with internal stakeholders Manage Customer Profile, Contacts & Customer Portal updates Track completion and/or adherence to all contract deliverables and obligations Internal reporting of program metrics and status Application Troubleshooting - Use critical thinking skills to troubleshoot incidents which will also include working with other departments to satisfy customer needs. Learn and understand all the training materials provided associated with the industry, the application, customer service, and related processes/procedure Ensure service level agreements and metrics are achieved per governing contracts/statements of work Drive best practices, implement process improvements, and monitor value realization Ensure standard operating procedures are documented, updated, and accessible Assist with special projects and other duties as assigned. Required Qualifications Prefer a BS Degree with a technical, business or management focus. In addition to degree, there is a minimum of 10-15 years of previous experience in IT, partner management, or equivalent experience, with at least 5 years’ experience in building and delivering services for Telecom customers. Evidence of deep operational, business, and industry (Telecom network re‑arrangements projects) knowledge. Demonstrated success in project management and delivering on time, within budget, with the desired scope. Demonstrated ability to exert leadership through interpersonal and influencing skills. Exhibits relentless attention to detail. Highly motivated team player. Self‑starter that can work with minimal oversight as required. Excellent communications skills, both oral and written, both technical and non‑technical. Ability to manage technical, business and sensitive customer issues through clear communications, broad awareness to independently develop resolution paths and manage their execution. Demonstrated ability to understand customer contracts and project requirements and how to develop plans to meet them. Proven ability in negotiating contracts that contain favorable terms and adequately establish expectations for SLA, KPIs, penalties, and incentives. Working knowledge of Microsoft Excel, Word software, Microsoft Project. Strong Project/Program management and Client Management skills. Highly adaptable and strong ability to work with all levels of people and environments, interacting and coordinating with multicultural collocated and remotely located technical teams. US Citizenship Required. Requirements Hybrid employees must live within 75 miles of the iconectiv office in Bridgewater, New Jersey, which is the in‑person office location where the employee will report when working in‑person. Additional Skills At iconectiv, we expect to pay between $112k - $151k for this role. This role is eligible for variable pay (bonus). The final pay offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and years of experience within the job, the type of years and experience within the industry, education, skills, abilities and geographic region. Benefits On the first of the month following date of hire, employees working more than 30 hours/week are eligible for medical, dental, vision, disability (short and long term) and basic and supplemental life insurances. Employees will be eligible to participate in our Company’s 401k plan and will be eligible for Company Matching and Automatic Contributions. Employees will also receive annual allotments of paid time off in the form of Vacation Days, Floating Holidays, Personal Business Days, a Volunteer Day, as well as paid holidays and paid sick leave. DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore, employees assigned may be required to perform additional job tasks required by the manager. We are proud to be an EOE Minorities/Females/Protected Veterans/Disabled employer. The Company’s status is a VEVRAA Federal Contractor. Request Priority Protected Veteran Referrals. We maintain a drug‑free workplace and perform pre‑employment substance abuse testing. #J-18808-Ljbffr

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