Responsibilities
- Lead and mentor a global team of 20 individual contributors, managers and contractors, fostering a culture of operational excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domains
- Build the quarterly Number Operations OKRs in close collaboration with Product, Carrier Relations and Support Ops and be accountable for OKR execution, meeting and exceeding operational targets (SLA, CSAT, TTR)
- Own customer escalations as needed
- Build and maintain solid relationships with carrier partners, collaborating with them on regular basis
- Project manage ad hoc KYC/compliance requests, in close collaboration with Legal, ensuring service continuity and adherence to regulatory requirements for all Aircall customers
- Partner with Product to identify and advocate for in-product UX improvements, process automation and AHT reduction opportunities in the Number Operations ecosystem
- Partner with VP and Support Leadership on capacity planning, forecasting and budgeting
- Proactively identify areas of leverage, develop strategies and execute plans to improve systems, workflows and processes in a data-driven fashion, in an effort to increase our organization productivity and effectiveness while maintaining a world-class support experience
Qualifications
- 5+ years experience in Number Operations, Carrier Operations or equivalent, preferably in a high-growth SaaS environment
- 2+ years in a management role, with experience hiring and developing high-performing teams
- Advanced proficiency with customer support technologies and tools like Zendesk (multi-channel management) as well as Carrier Portal solutions
- Advanced project management experience, with a track record of large projects successfully delivered and an ability to manage multiple timelines and commitments
- Very analytical and data-driven, with proficiency with Gsheet and Looker, SQL a plus
- Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results
- Creative problem solver and are able to identify obstacles and viable solutions
- Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
- Exceptional written and verbal communication skills, including the ability to translate technical concepts for non-technical stakeholders
- You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)
