Senior Manager, Number Operations

October 9

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Aircall

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Telecommunications • SaaS • Enterprise

Aircall is a leading provider of cloud-based call center software, designed to streamline business phone communications for companies of all sizes. With innovative features like AI-powered conversation intelligence, smart call routing, and seamless integration with over 100 applications including major CRMs like Salesforce and HubSpot, Aircall enhances team productivity and customer interaction. The platform supports VoIP technology for virtual call center operations, eliminating the need for hardware and allowing for remote work. Trusted by over 19,000 companies worldwide, Aircall caters to various industries such as education, finance, and healthcare, offering a reliable and scalable solution for modern customer communication needs.

501 - 1000 employees

Founded 2014

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

💰 Venture Round on 2022-02

📋 Description

• Lead and mentor a global team of 20 individual contributors, managers and contractors, fostering a culture of operational excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domains • Build the quarterly Number Operations OKRs in close collaboration with Product, Carrier Relations and Support Ops and be accountable for OKR execution, meeting and exceeding operational targets (SLA, CSAT, TTR) • Own customer escalations as needed • Build and maintain solid relationships with carrier partners, collaborating with them on regular basis • Project manage ad hoc KYC/compliance requests, in close collaboration with Legal, ensuring service continuity and adherence to regulatory requirements for all Aircall customers • Partner with Product to identify and advocate for in-product UX improvements, process automation and AHT reduction opportunities in the Number Operations ecosystem • Partner with VP and Support Leadership on capacity planning, forecasting and budgeting • Proactively identify areas of leverage, develop strategies and execute plans to improve systems, workflows and processes in a data-driven fashion, in an effort to increase our organization productivity and effectiveness while maintaining a world-class support experience

🎯 Requirements

• 5+ years experience in Number Operations, Carrier Operations or equivalent, preferably in a high-growth SaaS environment • 2+ years in a management role, with experience hiring and developing high-performing teams • Advanced proficiency with customer support technologies and tools like Zendesk (multi-channel management) as well as Carrier Portal solutions • Advanced project management experience, with a track record of large projects successfully delivered and an ability to manage multiple timelines and commitments • Very analytical and data-driven, with proficiency with Gsheet and Looker, SQL a plus • Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results • Creative problem solver and are able to identify obstacles and viable solutions • Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership • Exceptional written and verbal communication skills, including the ability to translate technical concepts for non-technical stakeholders • You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)

🏖️ Benefits

• Competitive salary package & benefits • Work-life balance is important at Aircall • Fast-learning environment, entrepreneurial and strong team spirit • Promoting active inclusion within our business