Senior Director, Service Delivery & Support

🕒 Junho 25

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Ooma, Inc.

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2004

🏨 Hospitalidade

🏥 Saúde

📣 Marketing

💰 $5.100.000 Venture Round em 2015-05

Hospitality • Healthcare • Marketing

A Ooma, Inc. é uma empresa que oferece soluções avançadas de comunicação e colaboração, com foco em fornecer sistemas telefônicos empresariais, comunicações para grandes empresas e soluções de serviço de internet. A Ooma oferece planos de preços acessíveis tanto para pequenas empresas quanto para clientes residenciais, incluindo sistemas de telefone e segurança doméstica. A empresa fornece soluções de telefone comercial, vídeo e mensagens personalizáveis, bem como opções de substituição de linhas POTS. A Ooma atende a vários setores, como hospitalidade, odontologia e imobiliário, e oferece equipamento gratuito com certos pacotes de serviço.

Descrição

• Lead end-to-end AirDial implementation operations, including deployment planning, site readiness, installation execution, quality assurance, and customer go-live activities • Own quarterly installation targets and operational forecasting to support AirDial growth objectives • Lead global AirDial technical support operations (L1/L2/L3), ensuring high-quality post-installation support and adherence to SLA, CSAT, and escalation targets • Oversee enterprise and multi-site deployments, including white-glove, partner-led, and self-install programs • Manage field technicians, implementation teams, third-party vendors, and channel partners to ensure consistent delivery quality and operational excellence • Serve as senior escalation point for complex customer and partner issues, driving rapid resolution and long-term customer satisfaction • Build and scale operational processes, implementation standards, support workflows, and knowledge management practices to improve efficiency and scalability • Partner cross-functionally with Sales, Engineering, Product, Channel, and Operations teams to align deployment capacity, customer commitments, and product improvements • Develop KPI dashboards, forecasting models, and operational reporting to track installation throughput, support performance, and organizational effectiveness • Lead workforce planning, recruiting, coaching, and organizational development across implementation and support teams • Represent AirDial Support & Implementation in executive reviews, customer meetings, strategic planning discussions, and partner engagements, including travel up to 30% as needed to support customers, partners, and operational initiatives • Champion the adoption of AI-driven tools and automation across AirDial implementation and support operations, leveraging predictive analytics, intelligent troubleshooting, and workflow automation to improve scalability, operational efficiency, and customer experience

🎯 Requisitos

• 12+ years of experience in telecom, technical operations, implementation leadership, customer support, or professional services, including 8+ years leading technical support and implementation teams and 5+ years in senior leadership roles managing managers • Proven experience leading large-scale enterprise telecom implementations and distributed support organizations • Deep expertise in POTS and POTS replacement technologies, including analog telephony, copper-to-wireless migration, VoIP, SIP, UCaaS, LTE/4G/5G connectivity, and hybrid network architectures, with a strong understanding of how these technologies are deployed and supported in enterprise environments • Strong understanding of life-safety systems and related compliance standards, including fire alarm panels, elevator emergency phones, AHJ requirements, NFPA, UL, and FCC regulations • Demonstrated success managing SLA-driven support organizations with measurable customer satisfaction and operational performance outcomes • Experience leading cross-functional operational initiatives involving Sales, Engineering, Product, and Channel teams • Strong executive presence with the ability to communicate effectively with enterprise customers, partners, technical teams, and senior leadership • Experience implementing or leading AI-enabled operational solutions within technical support, field service, implementation, or customer operations environments, including the use of analytics, automation, and knowledge management technologies to drive measurable business outcomes. • Highly organized, data-driven, and comfortable managing multiple high-priority initiatives simultaneously • Experience with implementation and support tools including CRM, ticketing, project management, remote device management, and knowledge management platforms • Familiarity with telecom channel ecosystems, government or public sector deployments, and professional services financial management is a plus • PMP, ITIL, or related certifications are preferred

🏖️ Benefícios

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents • Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability) • FSA Healthcare & Dependent Care • Commuter Benefits • Voluntary Accident, Critical Illness, Hospital Indemnity and Legal • 401(k), including employer match, and Roth • Employee Stock Purchase Plan (ESPP) • Paid Time off, Sick Time, as well as corporate holidays observed • Employee Assistance Program • Life Balance benefits with Travel Assistance Services and Identity Theft • Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc.