Lead Project/Program Manager – ServiceNow & Customer Support (RapidScale)

Company

Cox Communications, Inc.

Business Operations

Lead Project / Program Manager

Manager - Non People LeaderCan work remotely but need to live in the specified city, state, or region

Yes, 5% of the time

Day

Compensation

Compensation includes a base salary of $99,000.00 - $165,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage.  As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience. 

Are you ready to balance two dynamic worlds and make a lasting impact? We’re looking for a Project Manager with a knack for driving ServiceNow initiatives while enhancing customer support operations. If you thrive on variety, excel at strategic thinking, and love leading teams to success, this role is for you!

In this role, you’ll split your time evenly:
🔹 50% leading ServiceNow projects—driving implementations, upgrades, and enhancements.
🔹 50% managing customer support initiatives—optimizing tools, processes, and systems for an exceptional customer experience.

As a self-motivated and adaptable leader, you’ll align projects with strategic goals, engage teams with energy, and deliver results that elevate both our ServiceNow platform and customer satisfaction.

Key Responsibilities

• Project Leadership: Manage ServiceNow and customer support projects, ensuring seamless execution across both domains.
• Strategic Change Management: Lead teams through organizational transformation, fostering a culture of innovation and collaboration.
• ServiceNow Expertise: Oversee the implementation of CSM and other ServiceNow solutions, coordinating support teams for successful rollouts.
• Customer Support Enhancement: Drive initiatives to improve ticketing systems, CRMs, and service processes that enhance customer experience.
• Cross-Team Collaboration: Work with IT stakeholders and service leaders to translate business needs into actionable plans.
• Agile Execution: Manage timelines, budgets, risks, and deliverables across multiple teams, ensuring smooth project progression.
• Training & Adoption: Lead change management efforts, ensuring teams are well-trained and excited about new ServiceNow features.
• Performance Tracking: Report key success metrics, such as ServiceNow ROI and customer satisfaction improvements, to leadership.
• Continuous Improvement: Stay ahead of ServiceNow updates and customer support trends to bring innovative ideas to the table.
• Facilitation & Coaching: Run cross-functional workshops, coach leaders, and drive transformation from the top down.

Minimum Requirements:

•  Bachelor’s degree in IT, Business, or a related field and 6+ years of project/program management experience in tech and business environments. The right candidate could also have a Master’s degree with 4+ years or 10 years’ experience in a related field
• 3+ years of experience in a customer support organization
• 1+ year working with ServiceNow (CSM, Incident Management, Problem Management, Knowledge Management, etc.).
• Strong background in Scrum, Agile, and Waterfall methodologies.

Required Skills:

•  ServiceNow Expertise: Deep knowledge of CSM, ITSM, and SPM modules.

Preferred Qualifications:

• Certifications (PMP, ITIL, Agile).
• ServiceNow Certifications (a major plus!).
• Experience leading multiple ServiceNow implementations.

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.