Senior Director, Service Delivery & Support

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

📋 Description

• Spearhead the comprehensive implementation operations for AirDial, overseeing deployment planning, site readiness, installation execution, quality assurance, and customer go-live activities.

• Take ownership of quarterly installation objectives and operational forecasting to support the growth goals of AirDial.

• Direct global AirDial technical support operations (L1/L2/L3), ensuring top-notch post-installation support while adhering to SLA, CSAT, and escalation targets.

• Manage enterprise and multi-site deployments, which include white-glove, partner-led, and self-install programs.

• Supervise field technicians, implementation teams, third-party vendors, and channel partners to guarantee consistent delivery quality and operational excellence.

• Act as the senior escalation point for intricate customer and partner issues, promoting swift resolution and ongoing customer satisfaction.

• Develop and enhance operational processes, implementation standards, support workflows, and knowledge management practices to boost efficiency and scalability.

• Collaborate cross-functionally with Sales, Engineering, Product, Channel, and Operations teams to synchronize deployment capacity, customer commitments, and product enhancements.

• Create KPI dashboards, forecasting models, and operational reports to monitor installation throughput, support performance, and organizational effectiveness.

• Lead workforce planning, recruitment, coaching, and organizational development initiatives across implementation and support teams.

• Represent AirDial Support & Implementation in executive reviews, customer meetings, strategic planning discussions, and partner engagements, with potential travel up to 30% as required to support customers, partners, and operational initiatives.

• Advocate for the integration of AI-driven tools and automation within AirDial implementation and support operations, utilizing predictive analytics, intelligent troubleshooting, and workflow automation to enhance scalability, operational efficiency, and customer experience.

⛳️ Requirements

• Over 12 years of experience in telecom, technical operations, implementation leadership, customer support, or professional services, including more than 8 years leading technical support and implementation teams and at least 5 years in senior leadership roles managing managers.

• Proven track record in managing large-scale enterprise telecom implementations and distributed support organizations.

• Extensive knowledge of POTS and POTS replacement technologies, such as analog telephony, copper-to-wireless migration, VoIP, SIP, UCaaS, LTE/4G/5G connectivity, and hybrid network architectures, with a solid grasp of their deployment and support in enterprise settings.

• Strong understanding of life-safety systems and the associated compliance standards, including fire alarm panels, elevator emergency phones, AHJ requirements, NFPA, UL, and FCC regulations.

• Demonstrated success in managing SLA-driven support organizations with quantifiable customer satisfaction and operational performance results.

• Experience leading cross-functional operational initiatives that involve Sales, Engineering, Product, and Channel teams.

• Possess a strong executive presence with the ability to communicate effectively with enterprise customers, partners, technical teams, and senior leadership.

• Experience in implementing or leading AI-enabled operational solutions within technical support, field service, implementation, or customer operations environments, focusing on the use of analytics, automation, and knowledge management technologies to achieve measurable business outcomes.

• Highly organized and data-driven, with the capacity to manage multiple high-priority initiatives concurrently.

• Familiarity with implementation and support tools, including CRM, ticketing, project management, remote device management, and knowledge management platforms.

• Knowledge of telecom channel ecosystems, government or public sector deployments, and professional services financial management is a plus.

• PMP, ITIL, or similar certifications are preferred.

🏝️ Benefits

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents.

• Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability).

• FSA Healthcare & Dependent Care.

• Commuter Benefits.

• Voluntary Accident, Critical Illness, Hospital Indemnity, and Legal coverage.

• 401(k) plan, including employer match and Roth options.

• Employee Stock Purchase Plan (ESPP).

• Paid Time Off, Sick Time, as well as observed corporate holidays.

• Employee Assistance Program.

• Life Balance benefits that include Travel Assistance Services and Identity Theft protection.

• Additional benefits such as a Discount Program, Credit Union, Medicare Assistance, etc.