Head of TEM Operations – AI Delivery, Senior Manager

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

📋 Description

• Act as a senior operational partner for Cimpl’s most significant enterprise accounts in collaboration with Customer Success.

• Safeguard customer relationships, address escalations before renewals are jeopardized, and promote growth through operational excellence.

• Manage internal and customer-facing SLA standards while providing visibility into performance trends and account well-being.

• Spearhead a comprehensive redesign of the Cimpl managed services model, focusing on AI and automation.

• Collaborate closely with Product Management to realize the managed-services vision.

• Identify and implement AI applications for invoice and inventory reconciliation, anomaly and dispute detection, data validation, and agent-assisted account management.

• Investigate operational root causes and direct issues to Product, Support, or Customer Success teams.

• Take ownership of end-to-end customer support issue resolution and lead the Customer Support organization.

• Establish response and resolution standards, mentor the team, and escalate recurring issues to root-cause owners.

• Create and maintain operational reports and dashboards that monitor SLA performance, process efficiency, automation impact, and account health.

• Document and standardize managed-services procedures to enhance quality and scalability.

⛳️ Requirements

• Strong preference for experience in Telecom Expense Management (TEM), Managed Mobility Services (MMS), or a closely related operational/telecom field.

• Proven track record of managing SLAs and operational metrics in a customer-facing or adjacent role, with accountability for retention or account health.

• Experience in supporting or managing relationships with enterprise-level accounts.

• Capability to identify inefficiencies and drive process improvements.

• Passion for integrating AI and automation into operations.

• Technical proficiency sufficient to comprehend the functioning of a SaaS/operational platform like Cimpl.

• Excellent communication skills with senior customer stakeholders as well as internal technical and non-technical teams.

• Highly organized, detail-oriented, and comfortable taking ownership of outcomes in a dynamic operational environment.

• Prior hands-on experience with a TEM/telecom management platform is advantageous.

• Experience in managing or mentoring a small operations or managed-services team is a plus.

• Familiarity with workflow automation, RPA, or AI-assisted operations tools is beneficial.

• Exposure to enterprise renewal and expansion processes alongside operations is advantageous.

🏝️ Benefits

• Remote work supported by Upland Software’s operational model.