Professional Services Project/Program Manager

Life at Plume
At Plume, we believe that technology isn't about moving faster, it's about making life's moments better. Which is why we've built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.

We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We're expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data.

With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can't do it exceptionally well, we don't do it. It's how we've assembled a team of world-class builders, thinkers, and doers. And it's how we're reinventing what's possible every day.

Job Summary:
Plume is seeking an experienced
Professional Services Project/Program Manager
to lead the successful delivery of implementation projects for our ISP customers. This role ensures that once a Professional Services Statement of Work (SOW) is sold, the project is executed on time, within scope, and to the highest standards of quality. The Project/Program Manager will own the entire lifecycle—from purchase order through deployment, validation, and final handover to the Customer Success Team.

The ideal candidate requires strong project management discipline, exceptional communication skills, and the ability to coordinate cross-functional technical teams in a dynamic customer-facing environment.

Primary Responsibilities:

• Serve as the primary point of contact for customers throughout project execution after the SOW is signed
• Communicate proactively with customers regarding progress, risks, scope boundaries, and next steps
• Coordinate internal and external resources, including Professional Services, Engineering, and Customer Success
• Ensure all project activities align with the SOW requirements, scope, timeline, and deliverables
• Identify dependencies, manage risks, track issues, and maintain active mitigation plans
• Ensure customers clearly understand responsibilities, expectations, and required inputs
• Interpret and manage the SOW to ensure all work is delivered as contracted
• Track assumptions, risks, and deliverables to prevent scope creep or misalignment
• Identify scope deviations early and work with Sales and Professional Services leadership to manage change order processes when needed
• Develop and maintain detailed project plans, schedules, milestones, and critical paths
• Align project timelines with customer readiness and operational constraints
• Manage multiple concurrent ISP implementation projects at varying levels of complexity
• Facilitate project kickoff meetings, weekly status updates, and milestone reviews with customer and internal stakeholders
• Coordinate with Engineering, Support, and Customer Success teams on technical blockers and escalations
• Ensure a seamless transition to the Customer Success Team at project completion, providing all required documentation and context
• Maintain accurate and up-to-date project documentation, dashboards, risks logs, and status reports
• Lead end-to-end project delivery from plan initiation through closure and handover
• Track project performance metrics such as timeline adherence, issue frequency, and customer satisfaction
• Conduct post-project reviews to capture lessons learned and drive continuous improvement within Professional Services
• 10-25% travel, may be required

Qualification Requirements:

• 8+ years of experience in Project Management, Program Management, or Technical Delivery roles
• Proven track record leading customer-facing technical projects, ideally with ISPs, telecom operators, or network technology vendors
• Strong understanding of project management methodologies (Agile, Waterfall, or hybrid)
• Exceptional communication, facilitation, and stakeholder management skills
• Ability to manage multiple complex projects simultaneously
• Strong risk management, resource planning, and issue resolution capabilities
• Experience interpreting SOWs and managing scope boundaries

Preferred:

• PMP, PRINCE2, PMI-ACP, or similar certification
• Experience with ISP networks, OSS/BSS systems, or cloud-managed network technologies
• Background working in Professional Services or a consulting organization.
• Experience managing API-based integrations or multi-stakeholder technical deployments
• Familiarity with Plume's product ecosystem (OpenSync, HomePass, WorkPass, Haystack, etc.) is a strong plus

Success Indicators:

• Projects delivered on time, within scope, and within effort estimates
• High customer satisfaction scores during project execution and after handover
• Smooth, complete project handovers to Customer Success with no critical gaps
• Strong internal stakeholder feedback on project leadership and communication
• Minimal project change orders resulting from unclear planning or oversight
• Consistent updates, accurate tracking, and disciplined project hygiene

About Plume
As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world's largest such as Comcast, Charter, Liberty Global, and J:COM.

Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume's software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.

Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.