General Manager, Phones

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of Clio Phones' performance from start to finish, encompassing operating metrics and complete P&L responsibility as the business evolves.

• Collaborate with Finance to develop the operating plan and investment model.

• Act as Clio's subject matter expert on voice within the legal sector.

• Manage the cadence of business reviews, oversee OKRs, and present performance insights and recommendations to Clio's executive team.

• Work closely with Sales, Customer Success, Marketing, Product, Engineering, Support, Legal, Tax, and Finance teams.

• Oversee launch sequencing, positioning, demand partnerships, retention, and expansion efforts.

• Lead, recruit, and retain experts in domain-specific telephony.

• Maintain control over milestones, mitigate risks, and achieve value-creation targets as part of the deal strategy.

• Manage number inventory and porting at scale.

• Foster relationships with carriers and vendors, covering SLAs, redundancy, routing quality, rate management, invoice reconciliation, and commercial agreements.

• Ensure reliability by managing uptime targets, monitoring systems, status pages, incident escalation, and conducting post-incident reviews.

• Implement fraud controls, including toll-fraud detection, spending limits, and account security measures.

• Oversee the recurring compliance calendar and manage telecom tax filing schedules in collaboration with Legal and Tax teams.

• Lead a cross-functional pod through influence.

• Establish a dedicated Phones Operations team responsible for porting, provisioning, carrier escalation, and compliance operations.

• Recruit and nurture talent who integrate AI fluency into their professional skill sets.

• Manage the partner portfolio and represent Clio Phones to customers, partners, industry organizations, and at Clio events.

⛳️ Requirements

• 8+ years of experience in UCaaS, VoIP, CPaaS, or telecommunications, including at least 4 years in a senior leadership position overseeing a voice business line or operations organization.

• Extensive, hands-on knowledge of number porting, carrier management, 911 services, and telecommunications regulations in the US and Canada (FCC, CRTC, state commissions).

• Proven experience in launching or scaling phone services within an SMB software company or managing voice operations at a provider catering to SMB clients.

• Strong understanding of voice economics, including carrier costs, service costs, contribution margins, and churn rates.

• Sufficient expertise in SIP, networking, and session border controllers to effectively engage with engineering teams and resolve escalations.

• Proven ability to negotiate at the executive level, including multi-year commercial agreements with carriers or channel partners.

• A track record of successfully influencing go-to-market and engineering teams that you do not directly manage.

• Capability to make decisions amidst uncertainty.

• Ability to work resourcefully and systematically to build scalable systems.

• Skill in simplifying complex telecommunications issues for customers, sales representatives, and executives.

• Credibility in front of a professional services audience.

• Experience in legal, legaltech, or regulated industries is highly advantageous.

• Preferred: experience launching phone services within a vertical SaaS platform.

• Preferred: experience building a porting or voice operations team from the ground up.

• Preferred: experience integrating an acquired product and team into a larger platform.

• Preferred: familiarity with Canadian telecommunications.

🏝️ Benefits

• Competitive and equitable salary.

• Comprehensive health benefits, including dental and vision insurance.

• Hybrid work environment.

• Flexible time-off policy, with a recommended 20 days off each year.

• Employee Assistance Program (EAP) benefits for you and your household members, including counseling and online resources.

• 401k matching.

• Child Education Savings program.

• Clioversary recognition program, with special acknowledgments at 3, 5, 7, and 10 years of service.

• Accessibility accommodations available during the recruitment process.