Senior Manager, Number Operations

1 month, 3 weeks ago
Full-time
Lead
Project and Program Management
Aircall

Aircall

Aircall provides a cloud-based business phone and communication platform designed for high-performing teams, enabling them to set up call centers and seamlessly integrate with CRM and helpdesk software to enhance productivity and customer experience.

Internet Software & Services
51-250
Founded 2014
$226M raised

Description

  • Lead and mentor a global team of 20 individual contributors, managers, and contractors.
  • Build quarterly Number Operations OKRs with Product, Carrier Relations, and Support Ops, and own execution against operational targets.
  • Own customer escalations as needed.
  • Build and maintain strong relationships with carrier partners.
  • Project manage ad hoc KYC and compliance requests with Legal to ensure service continuity and regulatory adherence.
  • Partner with Product to identify UX improvements, process automation, and AHT reduction opportunities.
  • Work with the VP and Support Leadership on capacity planning, forecasting, and budgeting.
  • Identify leverage points and implement data-driven improvements to systems, workflows, and processes.
  • Foster a culture of operational excellence, innovation, and continuous learning.
  • Surface Number Operations constraints, risks, challenges, and opportunities to leadership.

Requirements

  • 5+ years of experience in Number Operations, Carrier Operations, or a similar role, preferably in a high-growth SaaS environment.
  • 2+ years of management experience, including hiring and developing high-performing teams.
  • Advanced proficiency with customer support tools such as Zendesk and Carrier Portal solutions.
  • Strong project management experience with a track record of delivering large projects across multiple timelines.
  • Highly analytical and data-driven, with proficiency in GSheet and Looker; SQL is a plus.
  • Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results.
  • Strong problem-solving ability with a proactive, organized, and highly accountable work style.
  • Exceptional written and verbal communication skills, including the ability to translate technical concepts for non-technical stakeholders.
  • Ability to build deep ongoing relationships and collaborate with senior stakeholders across functions.
  • Experience influencing or working closely with CxOs, VPs, Directors, and Managers is valued.

Benefits

  • Competitive salary package and benefits.
  • Work-life balance is emphasized as important at Aircall.
  • Fast-learning environment with entrepreneurial culture and strong team spirit.
  • Opportunity to join at a key moment of company growth and opportunity.
  • Multicultural workplace with 45+ nationalities.
  • Commitment to diversity, equity, and inclusion with an active inclusion culture.

Interested in this position?

Apply directly on the company website

Apply Now

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