Senior Director, Service Delivery & Support

🕒 June 25

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Ooma, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2004

🏨 Hospitality

🏥 Healthcare

📣 Marketing

💰 $5.1M Venture Round on 2015-05

Hospitality • Healthcare • Marketing

Ooma, Inc. is a company that provides advanced communications and collaboration solutions, with a focus on delivering business phone systems, enterprise communications, and internet service solutions. Ooma offers affordable pricing plans for both small businesses and residential customers, including home phone and security systems. The company provides customizable business phone, video, and messaging solutions, as well as POTS line replacement options. Ooma serves various industries like hospitality, dental, and real estate and offers free equipment with certain service packages.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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.