Sr Project Management Analyst
Company Overview
At Motorola Solutions , we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department Overview
At Motorola Solutions , we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it.
Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.
Job Description
Motorola Solutions (MSI) is seeking a Senior Project Management Analyst to support the Global Navy and Air Force Sustainment Programs. This critical role ensures the delivery of high-quality products and services throughout the deployment lifecycle. As part of a strategic quality team, you will address complex customer issues and drive service excellence.
This role will manage quality deliverables for the $34M annual recurring revenue Navy Global Sustainment Program. Key responsibilities include generating weekly, monthly, quarterly, and annual reports focused on systems analysis and Service Level Agreement (SLA) performance.
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Data Analysis & Reporting: Analyze system performance metrics, including ticket closure rates, response times, and equipment failure/repair data. Conduct weekly root cause analysis for P1 and P2 incidents to provide actionable solutions for the military. Develop comprehensive weekly, monthly, and quarterly reports on system health and SLA performance.
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Cross-Functional Collaboration: Partner with Supply Chain, Product Groups, Sales, and Deployment teams to drive unified resolutions for quality issues.
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Customer Interface: Act as the primary quality representative for strategic customers. Manage expectations during high-priority incidents and serve as the face of Motorola Solutions for internal field teams and government stakeholders.
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Issue Resolution: Lead root cause analysis (RCA) and execute corrective or preventive actions throughout the deployment lifecycle to ensure verified closure for the customer.
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Provide product quality (HW/SW) support
- Manage containment
- Ensure proper RCA is conducted
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Provide stakeholder guidance, communicate status, set expectations
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Assume decision making authority for warranty/replacement transactions (PLAN-X, SP Authorizations)
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Provide Motorola Technical Notification (MTN) Support
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Work with the Product Group on a program to reduce the complexity and volume of MTNs being released
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Engage in the development of MTNs to ensure they carefully account for customer experience and the fields ability to efficiently and successfully implement them
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Manage Cost of Poor Quality (CoPQ) related to MTNs
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Transactional Survey Support
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Manage the SDI, Service and Upgrade Operations (UO) transactional surveys
- Submit surveys to customers
- Track and update field team on responses
- Ensure all customer issues get resolved
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Provide the field team with reports on response rates and scores
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Field Updates: Provide field teams with regular updates on customer engagements and resolution status, including in-person meetings as required.
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Software Proficiency: The ability to use standard business software (e.g., Google Suite, Microsoft, email, spreadsheets, scheduling software).