Executive Director - Operation Support

United States - Business Operations – Full Time

OXIO is the world’s first telecom-as-a-service (TaaS) platform. We are democratizing telecom and making it easily accessible for brands and enterprises to fully own and operate proprietary mobile networks designed to support their own customers needs. Our TaaS solution combines multiple existing networks into one single platform that can be seamlessly managed in the cloud as a modern SaaS offering. And it gets better - with full network access comes unparalleled business intelligence and insights to help enterprises better understand customer and machine (M2M) behavior. With a continuous focus on innovation, any company can build a powerful telecom presence with OXIO, and in addition help them glean unique customer insights like never before.

Job Description

The Executive Director of Operations Support is a senior leadership role responsible for overseeing and transforming operational support functions across telecom service delivery. This role has primary ownership of phone number lifecycle management, number ordering and portability automation, customer care call deflection strategies, mobile device settings automation, and KYC submission and compliance processes.

The successful candidate will drive large-scale automation initiatives and enable self-service client capabilities that reduce operational friction, improve compliance, and enhance customer experience. This role requires deep telecom expertise, operational excellence, and a proven ability to modernize legacy processes.

Responsibilities

Operational Leadership & Strategy

• Aligning operational capabilities with business strategy and growth objectives.

• Define and execute a multi-year roadmap focused on automation, scalability, and self-service enablement.

• Partner with executive leadership, product, engineering, and compliance teams to deliver seamless operational outcomes.

Phone Number Management & Portability

• Own the full lifecycle of phone number management, including ordering, inventory, activation, deactivation, and reclamation across multiple countries

• Oversee number portability operations and drive automation of port-in and port-out workflows to improve speed, accuracy, and compliance.

• Ensure adherence to regulatory and carrier requirements across all numbering activities.

Automation & Self-Service Enablement

• Lead automation initiatives for:

• Number ordering and provisioning

• Number portability and exception handling

• Customer care call deflection (IVR, chatbots, self-service portals, AI-driven support)

• Mobile device settings and configuration automation

• Design and implement scalable self-service client capabilities that reduce dependency on manual support while improving customer satisfaction.

Customer Care Call Deflection

• Develop and execute call deflection strategies to minimize inbound support volume while maintaining high service quality.

• Collaborate with CX, product, and engineering teams to deploy intelligent automation and proactive support tools.

KYC Submission & Compliance

• Own KYC submission processes, ensuring accuracy, timeliness, and regulatory compliance.

• Partner with legal and compliance teams to monitor evolving regulations and ensure operational readiness.

• Drive automation and auditability across KYC workflows to reduce risk and manual intervention.

Qualifications

Required

• 25+ years of experience in the telecommunications industry, with deep expertise in operations, provisioning, and support functions.

• Proven leadership experience managing large, complex operations support organizations.

• Extensive hands-on experience with:

• Phone number management and numbering resources

• Number portability and carrier integrations

• Tele automation and workflow orchestration

• KYC and regulatory compliance frameworks

• Demonstrated success driving self-service platforms and large-scale automation initiatives.

Leadership Competencies

• Strategic thinker with strong execution discipline

• Results-driven with a focus on operational efficiency and customer experience

• Exceptional stakeholder management and cross-functional collaboration skills

• Ability to lead change in highly regulated, complex environments

• Competitive salary and stock option incentive program

• Company paid healthcare

• Flexible work arrangements

• Company sponsored team-lunches and company retreats

• International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup

• A diverse and inclusive team.

We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics.