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Key Responsibilities and Required Skills for Wireless Program Coordinator

💰 $ - $

WirelessTelecommunicationsProgram ManagementIT Operations

🎯 Role Definition

The Wireless Program Coordinator coordinates end-to-end wireless and mobile device programs across enterprise environments. This hands-on role manages device lifecycle, carrier and vendor relationships, provisioning and logistics, cost and contract oversight, regulatory compliance, help desk escalation, and cross-functional execution of device rollouts and mobile initiatives. The Wireless Program Coordinator ensures reliable, secure, and cost-effective mobile services by implementing standardized processes, metrics-driven reporting, and continuous improvement for telecom and wireless operations.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Telecom/Inventory Analyst
  • IT Asset Coordinator / Asset Management Specialist
  • Field Services or Logistics Coordinator

Advancement To:

  • Wireless Program Manager
  • Telecom Program Manager / Telecom Operations Manager
  • Director of Mobile Services / Director of Telecommunications

Lateral Moves:

  • Mobile Device Management (MDM) Administrator
  • Procurement / Vendor Management Specialist
  • IT Project Manager (Mobile/Endpoint)

Core Responsibilities

Primary Functions

  • Lead and coordinate enterprise wireless program activities including device provisioning, activation, SIM lifecycle management, decommissioning, and secure device disposal to maintain compliance and minimize cost.
  • Own vendor and carrier relationships (e.g., Verizon, AT&T, T‑Mobile and international carriers): negotiate service agreements, manage SLAs, track escalations, and drive performance improvements and cost efficiencies.
  • Manage procurement and logistics for mobile devices, accessories, SIMs and spare inventory—develop forecasting models, reorder points, and vendor replenishment processes to support global rollouts.
  • Administer Mobile Device Management (MDM) and endpoint enrollment workflows (AirWatch, Intune, MobileIron, or equivalent) working with security and endpoint teams to ensure device posture and compliance.
  • Coordinate end-to-end device rollouts and pilot programs: create rollout plans, coordinate with field teams and vendors, manage scheduling, execute pilot testing, collect feedback and implement post-deployment remediation.
  • Maintain telecom expense management (TEM) processes and tools: reconcile monthly carrier invoices, validate billing accuracy, manage disputes, and implement cost optimization initiatives such as rate-plan consolidation and pooled data strategies.
  • Create, maintain and enforce wireless policies, procedures and runbooks (activation, inventory tagging, lost/stolen device processes, BYOD vs corporate-owned policies) in partnership with security, legal and HR teams.
  • Conduct inventory and asset lifecycle management using an asset management system (e.g., ServiceNow, Asset Panda, SAP): tag assets, track serials/IMEIs, conduct periodic audit reconciliations, and report shrinkage and disposition.
  • Develop and maintain dashboards and KPI reporting (MTTR, activation SLA compliance, inventory accuracy, cost per device, carrier spend, incident trends) for leadership and stakeholders.
  • Lead cross-functional communication and stakeholder management for wireless programs—serve as primary point of contact for IT, procurement, security, finance, field operations and business unit leaders.
  • Manage contract lifecycle activities: prepare RFPs/RFQs, evaluate vendor proposals, support procurement negotiations and execute contract renewals for devices, service plans and support agreements.
  • Support change management for firmware/software updates, security patches, and carrier plan changes—coordinate testing, scheduling and communications to minimize user impact.
  • Oversee service desk escalation paths and triage workflows for wireless incidents; define severity levels, SLA expectations and escalation matrices to ensure timely resolution.
  • Implement and maintain processes for lost/stolen devices and data protection, coordinating remote wipe, replacement logistics and disciplinary workflows where applicable.
  • Coordinate international shipping, customs clearance and carrier onboarding for global mobile deployments, ensuring compliance with regional regulations (including FCC/telecom rules and data privacy laws).
  • Plan and manage budgets for wireless programs: forecast capital and operating expenses, track spend vs budget, analyze variance and recommend cost-saving measures.
  • Administer SIM inventory and lifecycle (physical and eSIM): provisioning, swap workflows, airtime activation, international roaming configuration and reconciliation against billing.
  • Perform vendor performance reviews and quarterly business reviews (QBRs), track SLA adherence, document corrective action plans and lead vendor improvement initiatives.
  • Create and deliver user training materials, onboarding sessions, knowledge base articles and runbooks for self-service device requests and standard troubleshooting.
  • Conduct audits and compliance checks—manage audit evidence, remediate findings, and implement controls to secure mobile endpoints and ensure regulatory readiness.
  • Lead continuous improvement efforts and automation initiatives for provisioning, procurement and inventory processes (e.g., API integration with carriers, automated SIM management, scripted device enrollments).
  • Coordinate device warranty claims, repair logistics and RMA processes with vendors and carriers to reduce downtime and streamline replacements.
  • Support security and privacy programs: enforce encryption, VPN usage, enforced passcodes, corporate containerization and data loss prevention (DLP) policies on mobile devices.
  • Deliver ad hoc program analysis, cost-benefit assessments and business cases for new device types, connectivity models (e.g., IoT, fixed wireless) and mobile initiatives.
  • Maintain accurate documentation, SOPs and runbooks, ensuring knowledge transfer across the team and supporting on-call rotations for critical wireless incidents.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.
  • Assist IT procurement and finance teams with monthly reconciliation, chargeback processes and cost allocation for mobile services.
  • Support pilot programs for new carrier technologies (5G, eSIM, IoT SIMs) and provide technical/operational readiness assessments.
  • Partner with cybersecurity to support mobile device audits, vulnerability remediation and incident response for mobile compromises.

Required Skills & Competencies

Hard Skills (Technical)

  • Mobile Device Management (MDM) administration and enrollment workflows (e.g., Microsoft Intune, VMware Workspace ONE/AirWatch, MobileIron).
  • Telecom carrier management and billing reconciliation (experience with Verizon, AT&T, T‑Mobile or global carriers).
  • Telecom Expense Management (TEM) platforms and carrier invoice validation experience.
  • Asset management systems and CMDB tools (ServiceNow, SAP, Asset Panda, or similar) for device lifecycle tracking.
  • Strong Excel and data-analysis skills (VLOOKUP, pivot tables, basic macros) — ability to produce actionable dashboards and reports.
  • Familiarity with eSIM provisioning, SIM lifecycle management, and international roaming configurations.
  • Experience managing RFP/RFQ processes, vendor selection and contract negotiation for device and service procurement.
  • Knowledge of security controls for mobile devices: encryption, MAM/MIM, containerization, conditional access and DLP.
  • Understanding of supply chain, logistics and warranty/RMA processes for devices and accessories.
  • Basic scripting or automation experience (PowerShell, Python, or API integrations) to automate provisioning or inventory tasks.
  • Experience with ITIL incident and change management processes and SLA monitoring.
  • Familiarity with regulatory/telecom compliance requirements and privacy frameworks (e.g., FCC, GDPR, data residency considerations).
  • Proficiency with project management tools (Jira, MS Project, Asana, Smartsheet) and experience managing multi-phase rollouts.

Soft Skills

  • Excellent stakeholder management and cross-functional communication—able to translate technical requirements into business terms.
  • Strong organizational skills and attention to detail for managing concurrent rollouts and inventory reconciliation.
  • Analytical mindset with the ability to synthesize data into clear recommendations and action plans.
  • Problem-solving orientation and the ability to triage and escalate complex incidents under pressure.
  • Negotiation and vendor-management skills to drive favorable commercial outcomes and SLA compliance.
  • Customer service orientation—comfortable working with field technicians and end users to ensure positive outcomes.
  • Change leadership and training skills to drive adoption of new mobile policies and tools.
  • Time management and prioritization skills to balance operational tasks and project deliverables.
  • Adaptability in a fast-paced environment with evolving carrier technologies and business needs.
  • Collaborative team player who fosters knowledge sharing and documentation to maintain program continuity.

Education & Experience

Educational Background

Minimum Education:

  • Associate's degree or equivalent experience in Telecommunications, Information Technology, Business Administration, Supply Chain, or related field.

Preferred Education:

  • Bachelor's degree in Information Technology, Telecommunications, Business, or Supply Chain Management.

Relevant Fields of Study:

  • Telecommunications
  • Information Technology / Computer Science
  • Supply Chain / Logistics
  • Business Administration / Project Management

Experience Requirements

Typical Experience Range:

  • 3–6 years of hands-on experience in telecommunications, wireless program coordination, IT asset management, or mobile device management roles.

Preferred:

  • 5+ years of progressive experience managing enterprise wireless programs, vendor/carrier relationships, TEM, and device lifecycle in a medium to large enterprise environment. Experience with international deployments, MDM platforms, and proven project management or PMP certification is a plus.
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