Director of Project Delivery

Job Title: Director of Project Delivery Location: Various / Hybrid Reports to: COO About Us Zentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, Atlanta, and Detroit. We specialize in delivering exclusive building wide internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers—one rooted in simplicity, reliability, and satisfaction. As we continue to scale, Zentro remains committed to product innovation, operational excellence, and strong partnerships with national REITs and regional property owners alike. Role Overview We are seeking a strategic and results-driven Leader to direct our Project Execution Organization and champion a customer-centric operational transformation. In this highly visible role, you will lead a team of professionals to deliver complex initiatives on time and within budget. Furthermore, you will act as the principal driver for cross-functional process improvement, collaborating with stakeholders across the organization to eliminate inefficiencies and elevate the end-to-end customer experience. Primary Duties & Responsibilities Team Leadership & Mentorship: Lead, mentor, and develop a high-performing team of project managers and coordinators, fostering a culture of accountability, continuous learning, and excellence in project delivery. Customer Experience Transformation: Spearhead cross-functional process improvement initiatives focused on enhancing customer journey touchpoints, reducing resolution times, and driving customer satisfaction metrics. Project Governance & Standards: Develop, implement, and maintain standardized project management methodologies, policies, and governance frameworks. Portfolio & Resource Management: Oversee the project portfolio, balancing capacity planning, resource allocation, and budget forecasting to ensure strategic initiatives receive optimal support. Stakeholder Engagement: Act as the primary liaison between executive leadership, department heads, and project teams to provide transparent reporting, identify synergies, and remove operational roadblocks. Process Optimization: Continuously evaluate business workflows, utilizing data-driven insights and customer feedback to drive operational efficiency and resolve cross-departmental bottlenecks. Project Execution: Oversee customer implementation projects from Closed/Won through service handoff, ensuring schedules, risks, dependencies, customer commitments, and cross-functional handoffs are actively managed. Skill and Knowledge Qualifications: Education High School Diploma or equivalent is required Bachelor's degree preferred. Experience Previous experience in a related or similar technical field. Project Management, telecom, network service provided experience desired. Knowledge, Skills and Abilities Strong critical-thinking and problem solving, attention to detail and time management skills are required. Proficient Project Management understanding, able to forecast needs of the job. Comprehensive knowledge of telecom infrastructure installation standards. Possess a high level of independent judgment within established procedures Ability to work respectively with others and work independently Experience: 5+ years of progressive project management experience, with at least 3 years in a leadership capacity within a telecommunications or operations environment. ISP CX Expertise: Proven track record of leading cross-functional process improvement (BPI) efforts specifically aimed at all aspects of the customer journey including streamlining onboarding, improving service delivery and reducing customer churn. Methodology Mastery: Deep understanding of project management methodologies (e.g., Agile/Scrum, Waterfall, Lean/Six Sigma) and familiarity with telecom standards (e.g., TM Forum , Frameworx, eTOM ). Technical Acumen: Foundational understanding of telecom architecture, including OSS/BSS platforms, cloud infrastructure, network deployments (Ethernet/Fiber). Communication & Negotiation: Strong executive presence with high-level interpersonal skills required to negotiate, influence, and align technical teams with customer-facing business units. Analytical Tools: Proficiency in Project Portfolio Management (PPM) tools and data analytics platforms (e.g., Tableau, PowerBI) to track subscriber experience KPIs. Education & Certification: Bachelor’s degree in engineering, Telecommunications, Business Administration, or a related field. Professional certifications such as PMP, PgMP, Agile PMI-ACP, or Lean Six Sigma Green/Black Belt are preferred. What We Offer Competitive base salary of $130,000-$140,000, commensurate with experience, plus annual bonus eligibility. Comprehensive benefits package, including health, dental, and retirement plans. Opportunity to work with a dynamic team in a growing industry. Ongoing training and professional development opportunities. Zentro is an Equal Opportunity Employer; employment with Zentro is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status.