Senior Director, Service Delivery & Support, AirDial
New
O
OomaTelecommunications
Remote, USFull-TimeDirector
Salary$130,000 — $190,000 USD
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Job Details
- Experience
- 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
- Required Skills
- Project ManagementOperations ManagementTechnical supportCRM
Requirements
- 12+ years of experience in telecom, technical operations, implementation leadership, customer support, or professional services.
- 8+ years leading technical support and implementation teams.
- 5+ years in senior leadership roles managing managers.
- Proven experience leading large-scale enterprise telecom implementations and distributed support organizations.
- Deep expertise in POTS replacement technologies, including analog telephony, copper-to-wireless migration, VoIP, SIP, UCaaS, and hybrid network architectures.
- Knowledge of life-safety systems and 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 performance outcomes.
- Experience leading cross-functional operational initiatives involving Sales, Engineering, and Product teams.
- Experience implementing or leading AI-enabled operational solutions within technical support or implementation environments.
- Proficiency with CRM, ticketing, project management, remote device management, and knowledge management platforms.
- Strong executive presence with the ability to communicate effectively with enterprise customers and senior leadership.
- Willingness to travel up to 30%.
Responsibilities
- 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.
- Partner cross-functionally with Sales, Engineering, Product, Channel, and Operations teams to align deployment capacity and product improvements.
- Develop KPI dashboards, forecasting models, and operational reporting to track performance.
- Lead workforce planning, recruiting, coaching, and organizational development across teams.
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