About the Opportunity:

We are looking for a Manager, Telecom who will oversee all aspects of our telecom department including managing a portfolio of phone integration projects and ensuring the delivery of the ultimate telecom experience to our clients. In addition, this individual will act as a subject matter expert and will manage the processing of telecom related support tickets while serving as final escalation point. This is an exciting and rewarding opportunity to lead a team responsible for one of our core products

Responsibilities: 

• Act as a leader taking ownership of one of the most impactful and challenging verticals at a fast growing SaaS software company
• Proven ability to troubleshoot intermediate to advanced phone integration issues.
• Ensure coordination of the support and telecom teams during any telecom related escalations
• Work with members of multiple teams (including but not limited to Support, Success, Advocacy, Onboarding, and Product)
• Oversee the management of multiple and concurrent implementation projects, from planning and initiation, through execution and closure, assuming full accountability for department goals and output
• Manage direct reports - 1:1s, progress reports, goal tracking, and career development. Interview, hire, and coach new team members
• Carry the voice of the customer and make process changes based on best practices and lessons learned.
• Manage and coordinate cross-functional resources to deliver against defined timelines and client business requirements
• Anticipate project risks and issues, confidently address any and all challenges, mitigate risks and issues and escalate to appropriate parties where required

Requirements:

• Superb management, customer service, experience & skill
• Great time management and excellent communication skills
• Ability to troubleshoot issues in high pressure situations
• Intelligent, strategic, quick thinking, dedicated, ambitious, and fast learning
• Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to "roll with the punches"
• Proven ability to multi-task and manage multiple moving pieces at a time while paying strict attention to detail
• Advanced experience in LNP processes and procedures
• Advanced telecom knowledge & experience in VoIP technologies, including SIP, RTP, as well as ILEC and CLEC routing topologies (particularly in SaaS based environments).
• Knowledge of Wireshark and VoIPmonitor as well as experience in PCAP analysis is preferred.
• Four year degree in Management, Business, or Computer Science from a top tier University. MBA is a plus (or commensurate experience)
• 5-10 years of related telecom experience

Benefits:

• Competitive salary and 100% covered Medical, Dental and Vision insurance
• Equity in one of the fastest-growing companies
• Work at one of the most successful and rapidly growing start-ups in the Los Angeles area
• Do work that matters and makes a noticeable impact on your team and customers
• Work with brilliant, motivated, and fun team members
• Fun perks includes free lunches everyday, Fun Fridays, team outings, flexible time off, annual bonuses and more!