Senior Manager, Number Operations

5 days, 21 hours 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.
  • Manage customer escalations when needed.
  • Build and maintain relationships with carrier partners and collaborate with them regularly.
  • Project manage ad hoc KYC and compliance requests with Legal to ensure service continuity and regulatory adherence.
  • Partner with Product to identify UX improvements, automation opportunities, and ways to reduce average handle time.
  • Work with the VP and Support Leadership on capacity planning, forecasting, and budgeting.
  • Identify opportunities to improve systems, workflows, and processes in a data-driven way to increase productivity and effectiveness.
  • Influence Aircall’s number management strategy by surfacing risks, constraints, and opportunities from the Number Operations function.

Requirements

  • 5+ years of experience in Number Operations, Carrier Operations, or an equivalent function, 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 and managing multiple timelines.
  • High analytical and data-driven capability, with proficiency in Gsheet and Looker; SQL is a plus.
  • Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results.
  • Creative problem-solving ability with a strong capacity to identify obstacles and viable solutions.
  • Highly proactive, organized, and able to prioritize effectively with strong accountability and ownership.
  • Exceptional written and verbal communication skills, including the ability to translate technical concepts for non-technical stakeholders.
  • Ability to build strong ongoing relationships and collaborate with stakeholders across all levels, including CxOs, VPs, Directors, and Managers.

Benefits

  • Competitive salary package and benefits.
  • Work-life balance is emphasized as an important part of the culture.
  • Opportunity to join at a key growth moment with strong career opportunities.
  • Fast-learning environment with entrepreneurial energy and strong team spirit.
  • International, multicultural workplace with 45+ nationalities.
  • Commitment to diversity, equity, and inclusion with active inclusion efforts.
  • Human-led hiring and decision-making, supported but not replaced by AI tools.

Interested in this position?

Apply directly on the company website

Apply Now

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