Job Description

Mobile Communications America (MCA), your trusted advisor for wireless communications, data, and security, is seeking an experienced Project Manager 2 to support our fast-growing Security division in Indianapolis, IN. 

MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more. 

Position Summary:
The Program Manager is responsible for providing high-level operational support and service delivery for key customers and / or projects. Acting as the primary operational point of contact, this role drives project and service excellence through installation management, service portfolio oversight, and overall account management. By standardizing processes and ensuring consistent project and service outcomes, the Program Manager plays a vital role in enhancing customer satisfaction, operational efficiency, and account growth.

WHAT YOU WILL BE DOING:  

• Develop and maintain standardized project management frameworks to ensure successful execution of installation projects.
• Collaborate with Sales teams to validate the operational feasibility of quotes and proposals.
• Lead project planning, resource allocation, scheduling, quality control, and milestone tracking.
• Support Project Managers (PMs) in day-to-day project execution, ensuring adherence to project performance indicators (KPIs).
• Oversee turnover processes to Service teams, ensuring smooth transitions from project completion to ongoing support.
  
  Service Portfolio Management:
• Monitor and manage the health of service requests/tickets, ensuring compliance with response and resolution SLAs.
• Collaborate with support groups to resolve escalated service issues and implement process improvements.
• Analyze service performance metrics and drive continuous improvement initiatives to enhance service quality and customer satisfaction.
• Provide regular reporting on service portfolio health, including key metrics and SLA adherence.

• Serve as the primary operational point of contact and escalation point for key accounts.
• Conduct regular reviews of account health, including project status, service performance, and operational metrics.
• Identify opportunities for account growth in collaboration with Sales teams, including participation in RFP/RFI processes.
• Develop and maintain Customer Account Playbooks, ensuring accurate documentation of operational processes, MSA terms, and customer requirements.
• Analyze operational data to identify trends and implement improvements that support revenue and margin targets.

WHAT YOU WILL BRING TO THE TEAM: 

• Bachelor’s degree in business administration, Project Management, or a related field (preferred).
• 5+ years of experience in program management, operations management, or a similar role within a technical services environment.
• Proven track record of leading cross-functional teams and managing multiple priorities to achieve high-quality outcomes.
• Strong project management skills, including experience with tools like Smartsheet, NetSuite, or similar systems.
• Excellent communication skills, with the ability to effectively engage customers, internal teams, and subcontractors.
• Demonstrated ability to drive operational improvements, process standardization, and customer satisfaction.
• Ability to travel to customer sites / MCA offices as needed to support projects and account management activities.

YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS: 

• The physical environment requires the employee to work inside.
• While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 15 pounds, and frequently position self to maintain computers or other equipment as needed.

TRAVEL REQUIREMENTS: 

• Travel as necessary to support company and customer needs.

DIRECT REPORTS: 

• No direct reports.

WHO WE ARE
Mobile Communications America, Inc. (MCA) provides wireless communication, data, and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services — including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies. 

WHAT WE BELIEVE
We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our “Service First DNA” culture. Service isn’t just a motto for MCA; it’s an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities. 

NOTE: The above statements describe the general nature and level of work performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Mobile Communications America, Inc. is proud to be an Equal Opportunity workplace and is an Affirmative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are “better together.”