AireSpring is an award-winning provider of Cloud Communications and Managed Connectivity Solutions. AireSpring provides next-generation communications solutions including AireContact®, AirePBX® - Business VoIP Phone Systems, SIP Trunking, MPLS, and Dedicated Internet Access.AireSpring has received numerous third-party industry awards: "Product of the Year", "Best Telecom Deal," "Best in Show," and "Top Channel Program."AireSpring is a privately held, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communication and connectivity solutions at competitive ratesThe successful leader will lead AireSpring’s highly acclaimed Service Delivery team. In addition, he or she will be integral to inter-company and intra-company strategic initiatives and process improvement activities, as identified by senior executives and through individual investigation and analysis. This role is directly responsible for overseeing all aspects of Service Delivery operational activities, process optimization, resource management, and team coordination. The primary goal will be to further enhance customer and partner satisfaction, team efficiency, productivity, and profitability while maintaining high standards of quality and compliance.Key Responsibilities:
Process Optimization: Identify inefficiencies in operational processes and develop strategies to streamline workflows and enhance productivity for customer onboarding and life cycle experience.
Resource Management: Efficiently allocate resources such as manpower, equipment, and materials to meet operational requirements, scaling the organization to support sustained growth in a cost-efficient manner while growing overall margins.
Team Coordination: Coordinate with different departments and teams to ensure seamless collaboration and communication, fostering a cohesive work environment.
Performance Monitoring: Implement performance metrics and KPIs to monitor the performance of operational processes and teams, providing regular reports and insights for improvement.
Quality Assurance: Implement and maintain quality assurance standards to ensure that operational activities meet regulatory requirements and organizational standards. Improve NPS with rigorous plans.
Partner and Customer Experience: Ownership of life cycle of partner and customer experience for specified operations.
Vendor Management: Oversee relationships with external vendors and suppliers, negotiating contracts and ensuring timely delivery of goods and services.
Technology Integration: Evaluate and implement technological solutions to enhance operational efficiency, such as automation tools and software systems.
Continuous Improvement: Drive a culture of continuous improvement within the organization, encouraging innovation and seeking opportunities for optimization, improving cycle time.
Product: Operational leadership in ensuring ongoing service operations leadership for establishment of methods and procedures for launching support structure for access, managed services (including SDWAN, security, mobile) domestically and globally.
Leadership: External representation of Customer Lifecycle Day 1. Leadership for organizational teams including Project Management, Managed Services Engineering, Provisioning and Hosted Voice.
Key Performance Indicators: -Installed Revenue.Customer and Partner Satisfaction.-Cycle times and enhanced provisioning and service delivery workflow and process.-Leverage business requirements to drive technology transformation impacting automation, chat, RPA, AI development with outcomes of reduced cost and higher NPS experience.-Collaborate and Optimize performance with AireSpring’s globaltelecommunications and service providers.-Identity and address automation opportunities.
Lead a large organization with accountability for employee satisfaction, recognition, and incentive programs.
Required knowledge, skills and abilities include:
Fluent in order submission, provisioning, changes, and escalation management.
Deep familiarity with provisioning and support processes and procedures for the following products and services:
Managed Network Services
Advanced Voice Services
Managed Security Services
SDWAN and Managed Connectivity
Various Customer Premise Equipment including routers, switches, firewalls, and wifi.
Local loops(Fiber Ethernet, Copper Ethernet, DIA, Satellite, Broadband, Wireless, etc.)
Related senior management or executive experience at a managed services provider, major telecommunications carrier, multi-service operator, and/or fiber provider.
Experience managing and working with globally distributed teams and departments.
Proven track record of data-driven SLAs, process improvement practices, and KPIs for management of IT service delivery.
Bachelor’s degree in Business Administration, Operations Management, or a related field (Master's degree preferred).
Proven experience in operations management or a similar role.
Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
Demonstrated leadership abilities, with a track record of motivating and managing teams.
Proficiency in project management tools and software applications.
Knowledge of relevant regulatory requirements and best practices in operations management.
Ability to adapt to changing priorities and work effectively in a fast-paced environment.
Strong attention to detail and organizational skills.
Certification in operations management or related fields (e.g., Six Sigma, Lean Management) is a plus.
This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties and responsibilities may be added, deleted, or modified as required.All your information will be kept confidential according to EEO guidelines.
