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Vice President of Operations

Position Summary

This role is responsible for leading geographically diverse operations teams that deliver, support, and grow semi-custom business-to-business products including Hosted PBX Services, Local and Long Distance VoIP, internet, Mobile Convergence, video and other value added Enterprise services. 

This position leads and manages all customer facing areas of the business between sales contract and billing, including infrastructure and staff management of Service Delivery, Field Operations, and Customer Service and Support, as well as liaison responsibilities between operations teams, customers, senior management, sales, IT and engineering. Driving the team to excellence and “wowing the customer” is job one.   

This person must be decisive and provide proactive leadership to establish and/or sustain staffing, operations, procedures and metrics/SLAs through times of explosive growth.  The ideal candidate will have a proven ability to translate executive direction into executable plans, identifying and communicating key metrics to track forward progress. Must show strong communication skills with experience communicating with customers at all levels of the business (C-level to end users).  The candidate should drive the team to exceed performance goals which ensure install intervals and service levels for customers are met.

 

Responsibilities

  • Lead managers responsible for the day-to-day leadership of Service Delivery (project management, telecom provisioning, voice & data provisioning), Field Operations, and Customer Service and Support.  Staff teams include both exempt and nonexempt employees.
  • Lead and oversee the development and implementation of organizational plans to achieve and/or exceed the identified strategic goals for Telesphere (MTTR, First Call Resolution, Days to Install, First Pass Yield, etc).
  • Provide coaching, mentoring and professional development for direct reports, driving true empowerment to our customer facing personnel.
  • Provide escalation support for customers.
  • Collect and provide requirements to IT and drive back-office automation for scaling.
  • Develop and implement needed metrics to support financial and business needs of Telesphere.
  • Provide routine updates to Senior Management regarding the day-to-day performance of the operation and recommendations to identify and/or resolve technical issues for Service Delivery or Customer Care.
  • Responsible for operations planning and completing project assignment as needed.
  • Provide input and support for the annual budget work with respect to workforce needs.
  • Ensures conformance to regulatory requirements (FCC, EEO, etc.).
  • Organizational culture development, including encouraging employee contributions, and fostering respect and support of all types of individuals.

 

Requirements

  • 5+ years management expertise over the operational functions of service delivery, Customer support, in a live-answer call center; providing technical support for Business customers for a subscription service.
  • 5+ years management expertise in operations/provisioning; providing telecom and/or PBX services for Business customers.
  • Previous Director or VP experience is preferred.
  • Proven leadership experience in IP PBX arena, preferably with Broadsoft.
  • Demonstrated experience in supporting “live” server-based applications that provide mission critical business services.
  • Proven track record of hands on success in developing and driving policies and processes, that drive operational efficiencies while aligning with company goals.
  • Expertise in collaborating with internal and external customers of all levels, including senior leadership, management, technologists, business development, and administration and support personnel.
  • Exceptional written, verbal, influencing and interpersonal skills.

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