Network Support Project Manager
Dojo Networks
- Remote, Oregon, United States
- Remote, Oregon, United States
À propos
*The Relationship:*
This position is a split position that plays a critical role in Project Management Support (70%) and drives Customer Success efficiency and Customer Satisfaction (30%).
The Network Support Operations Project Manager is a highly customer-facing role responsible for managing all post-installation service delivery across a portfolio of multifamily properties. This includes overseeing moves/adds/changes (MACs), major repairs, preventive maintenance initiatives, and ad-hoc customer requests.
This individual operates at the intersection of Project Management, Customer Success, and Technical Operations assuring seamless, high-touch, white-glove experience for Property Managers and Ownership groups while driving operational excellence and service performance.
*Who we are:*
Get Wireless, Inc d/b/a/ Dojo Networks is a growing Telecommunications company that has been in business for over 20 years that provides "Knock your socks off Service" to Multi Dwelling Units (MDU) including Apartments, Student Housing, Senior Housing and Affordable Housing properties throughout the US. Our business growth and strategic objectives are quickly elevating our demand and need for an exceptional, experienced, driven, high-performance chief financial officer to partner with our executive leadership in our mission to succeed. Dojo has a Company philosophy based on “Knock Your Socks Service” and leads our industry with metrics of unmatched performance.
*Key Responsibilities*
Project & Service Delivery Management
* Own and manage all post-installation projects including:
o Network moves/adds/changes (MACs)
o Major repair initiatives
o Preventive maintenance programs
o Ad-hoc customer-driven projects
* Coordinate cross-functional execution with Engineering, Field Operations, and Support teams
* Ensure projects are delivered on time, within scope, and with minimal disruption to residents and property operations
* Maintain clear documentation, timelines, and communication throughout project lifecycles
Customer Success & Relationship Management
* Serve as the primary escalation point for Property Managers and Ownership groups
* Build and maintain strong, trusted relationships with customers through proactive engagement
* Deliver a white-glove, high-touch service experience aligned with company standards
* Anticipate customer needs and proactively recommend improvements
Quarterly Business Reviews (QBR’s) & Executive Communication
* Develop, own, and present Quarterly Business Reviews (QBRs) to property owners and stakeholders
* Translate operational data into clear, actionable insights
* Highlight performance trends, risks, and opportunities for optimization
Performance Management & KPI Ownership
* Leverage KPIs such as:
· CSAT / NPS
· Top 10 / Bottom 10 performing properties
· Network performance metrics
* Identify underperforming properties and lead remediation plans
* Recommend and drive proactive upgrades or operational improvements
Renewals & Upgrade Management
* Own the renewals process when tied to:
· Network upgrades
· Circuit upgrades
* Partner with Sales and Engineering to scope, position, and execute upgrade initiatives
* Ensure renewals drive both customer satisfaction and long-term value
Service Changes & Enhancements
* Manage and implement service modifications, including:
· Circuit upgrades
· Bulk fee adjustments
· Platform enhancements (e.g., Elemento Portal improvements)
* Ensure all changes are clearly communicated, properly scoped, and successfully deployed
Customer Training & Enablement
* Lead onboarding and ongoing training for Property Managers on the Elemento Portal
* Ensure customers fully understand and leverage available tools and reporting capabilities
* Create simple, effective training materials and sessions
*Skills Qualifications*
Required
* 5+ years of experience in:
· Project Management, Service Delivery, or Customer Success in Low voltage / Network Infrastructure Projects
* Experience managing customer-facing technical or operational projects
* Strong communication and presentation skills (including executive-level interactions)
* Proven ability to manage dozens of projects simultaneously in a fast-paced environment
* Data-driven mindset with experience leveraging KPIs to drive decisions
Preferred
* Experience in:
· Managed Wi-Fi / Telecom / ISP / PropTech environments
· Multifamily housing or property management ecosystems
* Familiarity with network infrastructure concepts (circuits, Wi-Fi, switching, etc.)
* Experience with QBR development and delivery
Core Competencies
* Customer-first mindset with a commitment to white-glove service
* Strong ownership and accountability
* Operational rigor and attention to detail
* Ability to translate technical concepts into business value
* Proactive problem-solving and escalation management
* Cross-functional leadership and coordination
Success Metrics
* CSAT / NPS performance across assigned portfolio
* Reduction in escalations and time-to-resolution
* Successful delivery of post-installation projects
* Improvement in underperforming properties (Bottom 10 → Top performers)
* Renewal and upgrade execution success
* Customer adoption and satisfaction with Elemento Portal
*PREFERRED ATTRIBUTES:*
· Business sense - has a strong business sense and can decipher priorities and make sound judgment calls when needed.
· Commitment to excellence - perform duties at the highest level possible on a consistent basis.
· Excellent communicator - able to interact with people of all levels in a confident, professional manner.
· Demonstrate ability and temperament to work with sensitive information.
· Team player - have team-oriented experience and approach.
· Service focus - dedicated to meeting the expectations of the CEO and other senior executives by maintaining effective relationships with interested parties.
· Ability to think outside of the box with a sense of urgency.
*Job Type*: Full-time
*Pay*: Based on Qualifications and includes full benefits, Vacation, Insurances and more.
*Work Location*: Remote
*Travel:* as needed up to 25%
Pay: $65,000.00 - $85,000.00 per year
Benefits:
* 401(k)
* Dental insurance
* Employee assistance program
* Flexible schedule
* Health insurance
* Paid time off
* Tuition reimbursement
* Vision insurance
Work Location: Remote
Compétences linguistiques
- English
Avis aux utilisateurs
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