Senior Director, Service Delivery & Support, AirDial

1 month, 2 weeks ago
Full-time
Executive
Customer and Technical Support
Ooma, Inc.

Ooma, Inc.

Ooma, Inc. is a telecommunications company based in Palo Alto, California, founded in 2004. It specializes in Voice over Internet Protocol (VoIP) solutions, evolving from residential free-calling devices to comprehensive cloud-based communication services for both homes and businesses. Ooma initially gained attention with its hardware like the Ooma Hub and Scout, which allowed for free calling through innovative peer-to-peer technology. The company has transitioned to a subscription model, offering services such as Ooma Premier for residential users and Ooma Office, a cloud-based VoIP system designed for businesses. Ooma has expanded its offerings through strategic acquisitions, including Voxter, Broadsmart, and OnSIP, enhancing its cloud communications capabilities. With a focus on recurring revenue, Ooma targets both individual consumers and small to medium-sized businesses, providing affordable and efficient telephony solutions.

telecommunications
1001-5000
Founded 2003

Description

  • Lead end-to-end AirDial implementation operations, including deployment planning, site readiness, installation execution, quality assurance, and customer go-live activities.
  • Own quarterly installation targets and operational forecasting to support AirDial growth objectives.
  • Lead global AirDial technical support operations across L1, L2, and L3, ensuring high-quality post-installation support and SLA, CSAT, and escalation performance.
  • Oversee enterprise and multi-site deployments, including white-glove, partner-led, and self-install programs.
  • Manage field technicians, implementation teams, third-party vendors, and channel partners to ensure consistent delivery quality and operational excellence.
  • Serve as the senior escalation point for complex customer and partner issues and drive rapid resolution.
  • Build and scale operational processes, implementation standards, support workflows, and knowledge management practices to improve efficiency and scalability.
  • Partner cross-functionally with Sales, Engineering, Product, Channel, and Operations teams to align capacity, commitments, and product improvements.
  • Develop KPI dashboards, forecasting models, and operational reporting to track throughput, support performance, and organizational effectiveness.
  • Lead workforce planning, recruiting, coaching, and organizational development across implementation and support teams.
  • Represent AirDial Support and Implementation in executive reviews, customer meetings, strategic planning discussions, and partner engagements.
  • Champion the adoption of AI-driven tools and automation across implementation and support operations to improve scalability, efficiency, and customer experience.

Requirements

  • 12+ years of experience in telecom, technical operations, implementation leadership, customer support, or professional services.
  • 8+ years leading technical support and implementation teams.
  • 5+ years in senior leadership roles managing managers.
  • Proven experience leading large-scale enterprise telecom implementations and distributed support organizations.
  • Deep expertise in POTS and POTS replacement technologies, including analog telephony, copper-to-wireless migration, VoIP, SIP, UCaaS, LTE/4G/5G connectivity, and hybrid network architectures.
  • Strong understanding of life-safety systems and compliance standards, including fire alarm panels, elevator emergency phones, AHJ requirements, NFPA, UL, and FCC regulations.
  • Demonstrated success managing SLA-driven support organizations with measurable customer satisfaction and operational performance outcomes.
  • Experience leading cross-functional operational initiatives involving Sales, Engineering, Product, and Channel teams.
  • Strong executive presence with the ability to communicate effectively with enterprise customers, partners, technical teams, and senior leadership.
  • Experience implementing or leading AI-enabled operational solutions in technical support, field service, implementation, or customer operations environments.
  • Highly organized, data-driven, and comfortable managing multiple high-priority initiatives simultaneously.
  • Experience with CRM, ticketing, project management, remote device management, and knowledge management platforms.
  • Familiarity with telecom channel ecosystems, government or public sector deployments, and professional services financial management is a plus.
  • PMP, ITIL, or related certifications are preferred.

Benefits

  • United States base salary range of $130,000 to $190,000 USD.
  • Eligible for bonus(es), sales incentives, and/or RSUs.
  • Comprehensive medical, dental, and vision insurance for employees and eligible dependents.
  • Employer-paid income protection benefits, including basic life, AD&D, short-term disability, and long-term disability.
  • FSA healthcare and dependent care benefits.
  • 401(k) with employer match and Roth option.
  • Employee Stock Purchase Plan (ESPP).
  • Paid time off, sick time, and corporate holidays.
  • Employee Assistance Program and life balance benefits, including travel assistance services and identity theft support.
  • Additional perks such as commuter benefits, discount programs, credit union access, and Medicare assistance.

Interested in this position?

Apply directly on the company website

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