Senior Manager, Number Operations

Spain RemoteFull-TimeManagerOperations

You will be redirected to the company career page

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

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)