Number Operations Team Lead

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

📋 Description

• Lead, mentor, and develop the Number Operations team by establishing clear objectives, conducting regular one-on-ones, and nurturing a culture focused on accountability and continuous improvement.

• Oversee team workload and queue health, ensuring equitable distribution of tickets while consistently meeting Service Level Agreements (SLAs).

• Define and monitor operational Key Performance Indicators (KPIs) such as porting success rates, provisioning turnaround times, and SLA adherence, providing regular updates to senior stakeholders.

• Identify opportunities for process enhancements that boost efficiency, minimize error rates, and support the team's scalability as Aircall ventures into new markets.

• Handle your own segment of the daily ticket queue, which includes number provisioning, porting requests, inventory management, and associated customer or internal inquiries.

• Assist the team with tickets requiring specialized knowledge or senior judgment, ensuring daily visibility into the queue's status.

• Ensure adherence to country-specific telecom regulations, number portability guidelines, and carrier documentation requirements across key markets.

• Collaborate with the Technical Lead to address escalations, bugs, and training requirements, ensuring that the team's operational feedback is effectively communicated to engineering and product teams.

• Engage with carrier and supplier contacts at a relational level to support commercial negotiations and escalations beyond routine technical interactions.

• Work together with product and engineering teams to offer operational insights on tooling enhancements, automation prospects, and new market launches.

⛳️ Requirements

• Demonstrated experience in telecommunications operations, number management, or a comparable technical operations role, preferably within a SaaS or cloud communications context.

• Prior experience in a leadership, senior, or mentoring role, showcasing a proven ability to develop and motivate operational teams.

• Established history of managing intricate ticket queues and achieving SLA targets in a dynamic, high-volume environment.

• Solid understanding of number provisioning, porting processes, and telecom carrier workflows across various markets.

• Knowledge of country-specific telecom regulations and number portability standards (e.g., EU, US, and/or other key markets).

• Proficient in utilizing ticketing systems (e.g., Jira, Zendesk, or similar) and operational dashboards to track team performance and queue health.

• Ability to navigate regulatory requirements to ensure customer compliance regarding number provisioning while proactively addressing regulatory changes.

• Exceptional interpersonal and coaching abilities, with experience in conducting one-on-ones and establishing clear team objectives.

• Strong communication skills with stakeholders, capable of presenting KPI reports and operational insights effectively to senior leadership.

• Skillful in managing cross-functional relationships with product, engineering, and external carrier/supplier contacts.

• Data-driven mindset for identifying process inefficiencies and implementing scalable enhancements.

• Experience in defining and monitoring operational KPIs such as porting success rates, provisioning turnaround times, and SLA adherence.

• Proactive in identifying automation opportunities and tooling improvement requirements for engineering and product teams.

• Fluent in English (both written and spoken); additional languages are advantageous given Aircall's international presence.

🏝️ Benefits

• Competitive salary package and benefits.

• Emphasis on work-life balance at Aircall.

• Fast-paced learning environment with an entrepreneurial spirit and strong team camaraderie.

• Diverse workforce with 45+ nationalities, fostering a cosmopolitan and multicultural mindset.