Head of TEM Operations – AI Delivery, Senior Manager

🔥 12 hours ago

🇨🇦 Canada – Remote

💵 $105k - $115k / year

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

👻 Ghost score 0%

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Upland Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💼 Consulting

📣 Marketing

☁️ SaaS

💰 $115M Post-IPO Equity on 2022-07

Consulting • Marketing • SaaS

Upland Software is a leading provider of AI-powered cloud software solutions that enhance business efficiency across various domains. Their products include computer telephony integration, AI-powered knowledge management, customer engagement, document automation, and marketing tools that increase revenue, reduce costs, and deliver significant value. Upland's software is used to improve contact center productivity, manage content lifecycles, optimize digital marketing, and drive sales productivity through enhanced workflows and AI-driven insights. Trusted by over 10,000 customers, Upland's solutions are designed to power enterprise digital transformation and bring immediate business outcomes.

📋 Description

• Serve as senior operational partner for Cimpl’s largest enterprise accounts in partnership with Customer Success • Protect customer relationships, resolve escalations before renewals are threatened, and drive expansion through operational excellence • Own internal and customer-facing SLA standards and visibility into performance trends and account health • Lead a clean-sheet redesign of the Cimpl managed services model with AI and automation at its center • Work directly with Product Management to deliver the managed-services vision • Identify and implement AI use cases for invoice and inventory reconciliation, anomaly and dispute detection, data validation, and agent-assisted account handling • Diagnose operational root causes and route issues to Product, Support, or Customer Success owners • Own end-to-end customer support issue resolution and lead the Customer Support organization • Set response and resolution standards, coach the team, and escalate recurring issues to root-cause owners • Build and maintain operational reports and dashboards tracking SLA performance, process efficiency, automation impact, and account health • Document and codify managed-services procedures to standardize and scale quality

🎯 Requirements

• Experience in Telecom Expense Management (TEM), Managed Mobility Services (MMS), or a closely related operational / telecom domain is strongly preferred • Track record of owning SLAs and operational metrics in a customer-facing or customer-adjacent role, with accountability for retention or account health • Experience supporting or managing relationships with enterprise-level accounts • Ability to identify inefficiency and drive process change • Enthusiasm for applying AI and automation operationally • Technical fluency sufficient to understand how a SaaS / operational platform like Cimpl functions • Strong communication skills with senior customer stakeholders and internal technical and non-technical teams • Highly organized, detail-oriented, and comfortable owning outcomes in a fast-paced operational environment • Prior hands-on experience with TEM / telecom management platform is nice to have • Experience managing or mentoring a small operations or managed-services team is nice to have • Familiarity with workflow automation, RPA, or AI-assisted operations tooling is nice to have • Exposure to enterprise renewal and expansion motions alongside operations is nice to have

🏖️ Benefits

• Remote work supported by Upland Software’s operating model