Title: Project Delivery Manager
Location: Chicago, IL or Los Angeles (Hybrid)
Reports to: Director of Project Delivery
About Zentro
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, Denver and Detroit.
We specialize in delivering bulk 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.
Role Overview
The Project Delivery Manager leads the day-to-day performance of the Project Delivery organization, including Project Manager I and II, Project Coordination I and II, and Dispatch teams. The role oversees delivery from Closed/Won through installation, service activation, and operational handoff, ensuring efficient execution, customer commitments, SLAs, processes, and quality standards.
Reporting to the Director of Project Delivery, this role translates departmental objectives and project management standards into team priorities; develops employees; manages workloads and resources; monitors performance; resolves operational roadblocks; and maintains accountability. The manager coordinates with Sales, Engineering, Construction, Operations, Customer Experience, and other partners, balancing customer expectations, capacity, and business priorities while identifying risks, improving workflows, and escalating strategic decisions, material risks, and resource constraints.
Essential Duties and Responsibilities
Team Leadership & Development: Directly manage, coach, and develop Project Manager I, Project Manager II, Project Coordination I, Project Coordination II, and Dispatch team members. Establish clear performance expectations, reinforce accountability, provide ongoing feedback, and support employee development, training, and continuous improvement.
Project Delivery Oversight: Oversee the end-to-end project delivery lifecycle from Closed/Won through installation, service activation, and operational handoff. Ensure project schedules, dependencies, deliverables, risks, and customer commitments are actively managed and that projects progress in accordance with established timelines and SLAs.
Dispatch & Coordination Management: Oversee dispatch scheduling, resource assignments, project coordination activities, site readiness, installation appointments, and field team support. Ensure effective alignment between project requirements, technician and contractor availability, site access, and customer commitments.
Project Governance & Standards: Implement and reinforce project management methodologies, policies, workflows, templates, documentation requirements, and governance standards established by the Director of Project Delivery. Ensure consistent application across project management, coordination, and dispatch functions while identifying opportunities for appropriate process refinement.
Portfolio & Resource Management: Monitor the active project portfolio, team capacity, workload distribution, project priorities, dispatch demand, and resource availability. Adjust assignments and priorities within established authority to maintain delivery efficiency, balance workloads, and address competing deadlines. Identify capacity constraints and recommend resource adjustments to the Director of Project Delivery.
Performance Management & Accountability: Establish and monitor team performance expectations, operational KPIs, SLAs, productivity measures, schedule adherence, backlog, and project completion rates. Identify performance gaps, implement corrective actions, and maintain accountability for timely execution, accurate…