Job Description
Denver, CO Who We Are: Excelacom is a global consulting and technology solutions firm solving client’s complex business and technology challenges through a mix of consulting expertise, telecom-focused software, and managed services within the communications and media industries. Who You Are: The Project Manager for customer order management Platform Adoption & Support Operations is responsible for driving end-to-end adoption of the newly introduced Customer, Product Management, and related modules across business user groups. This role owns the adoption roadmap, manages the application support team (L1/L2), and ensures that the platform is embedded into daily business operations with high user satisfaction and operational efficiency. Role and Responsibilities: Adoption Strategy & Execution Define and execute the platform adoption roadmap aligned with business priorities and go-live milestones. Conduct stakeholder analysis to identify user groups, adoption barriers, and change readiness across the organization. Design and run adoption campaigns including training rollouts, user onboarding waves, and feedback loops. Establish and track adoption KPIs such as active user counts, feature utilization rates, ticket deflection, and user satisfaction scores. Partner with Product, Engineering, and Business teams to align platform enhancements with adoption goals. Support Team Management Lead and manage the L1 Application Business Support Operations team, including task assignment, workload balancing, and performance management. Define team structure, roles, and escalation paths across L1, L2, and cross-functional support tiers. Conduct regular 1:1s, team stand-ups, and performance reviews; mentor team members on technical and soft skills. Manage hiring, onboarding, and ramp-up of new support analysts as the platform footprint grows. Establish and enforce SLAs for ticket response, resolution, and escalation timelines. Operational Governance & Reporting Own the support operations dashboard — track ticket volumes, resolution rates, SLA adherence, and recurring issue trends. Conduct weekly operational reviews with the support team and monthly business reviews with stakeholders. Drive root cause analysis on recurring issues and coordinate permanent fixes with L2/Engineering teams. Manage the known issues and workarounds registry, ensuring data patch procedures are documented and controlled. Release & Change Coordination Serve as the support operations liaison during application release cycles — coordinate impact assessments, user communications, and post-release monitoring. Ensure training guides, FAQs, and knowledge articles are updated ahead of each release. Manage the transition of new features from release to steady-state support readiness. Stakeholder Communication & Change Management Act as the primary point of contact between the platform team and business user leadership. Facilitate regular forums for business user feedback, feature requests, and pain point escalation. Prepare and present adoption progress reports, support health dashboards, and risk escalations to senior leadership. Drive change management initiatives to reduce resistance and accelerate platform embedding across workflows. Required Qualifications Bachelor’s degree, preferably in a technical or business-related field 5–10 years of experience in project management, application support management, or IT operations within telecom or enterprise software environments. Proven track record of managing support/operations teams of 5+ members across onshore and offshore models. Experience driving platform or application adoption programs, including user training and change management. Familiarity with BSS/OSS platforms, CRM systems, CPQ, or telecom order management systems (Galaxy experience preferred). Proficiency with project management and ticketing tools (Jira, ServiceNow, Confluence, MS Project, or similar). Strong understanding of ITIL processes — incident management, problem management, change management, and service level management. Excellent stakeholder management and executive communication skills. PMP, ITIL, or Agile certification preferred. Compensation and Benefits: Excelacom offers competitive salaries, health and wellness benefits, 401(k), paid time off, and career growth opportunities. For regular full-time employees, the estimated salary range is from $95,000 to $125,000. EEO St