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Sr. Manager, Phones Implementation

9 hours, 38 minutes ago
United States
Full-time
Lead
Implementation Consultant
Project and Program Management
HubSpot Monday.com Salesforce
Apply Now
PetDesk

PetDesk

PetDesk provides veterinary software designed to enhance clinic efficiency and client communication through features such as integrated phone systems, direct booking, AI-powered notes, and automated customer service tools, enabling pet owners to manage...

Health Care Providers & Services
51-250
Founded 2013
$16M raised
View All Jobs 9

Description

  • Scale the Implementation team to support 2x growth while maintaining quality and efficiency.
  • Develop and execute the implementation strategy for the Phones + SaaS integrated product line.
  • Oversee all aspects of the VoIP implementation process from planning to execution, continuously refining workflows to improve efficiency and customer satisfaction.
  • Design scalable onboarding and deployment frameworks and establish implementation KPIs and operational metrics to measure speed, quality, and customer service.
  • Drive cross-functional planning for product launches, aligning Sales, Build, Customer Success, Support, and other teams on timelines, processes, and implementation readiness.
  • Own capacity planning and hiring roadmap while developing a bench of Team Leads and Managers.
  • Lead, coach, and performance-manage a team of 7–10 implementation specialists, providing support and resources to meet project deadlines.
  • Evaluate current implementation processes by reviewing customer calls, identifying gaps or inefficiencies, and standardizing best practices across the team.
  • Act as the escalation point for complex implementation challenges, proactively resolving technical issues and keeping projects on track.
  • Ensure thorough documentation of project progress, regularly update stakeholders, and maintain transparency throughout the implementation process.

Requirements

  • 7+ years of experience in VoIP implementation or a similar technical project management role, preferably within a SaaS environment.
  • 5+ years of experience leading and developing high-performing teams with full ownership of hiring, coaching, and performance management.
  • Proven team leadership experience including managing international contractors and full responsibility for hiring and performance management.
  • Strong understanding of VoIP technologies, network infrastructure, and telecommunication systems; familiarity with cloud-based phone systems is a plus.
  • Experience working with external vendors and coordinating cross-functional resources and timelines.
  • Proven ability to analyze trends and collaborate across management levels to drive data-informed decisions and team strategy.
  • Excellent communication and interpersonal skills with a strong focus on customer excellence.
  • Ability to troubleshoot technical issues and deliver effective solutions under pressure.
  • Experience implementing, using, and optimizing Salesforce, Wrike, Monday, HubSpot, ChurnZero, or similar customer success/project tools.

Benefits

  • Competitive salary range: $108,000–$124,000 per year.
  • Medical coverage for employees and dependents (80–90% employer-covered) and employer HSA contribution with HDHP.
  • 401(k) match up to 3.5%; Dependent Care FSA; Dental & Vision coverage available.
  • Basic Life and AD&D insurance, short- and long-term disability coverage.
  • Flexible Time Off plus 12 paid annual holidays and paid parental leave.
  • Pawternity leave, financial pet adoption support, and subsidized pet insurance.
  • $250 annual stipend for learning and development.
  • Remote work (U.S.-based)

Interested in this position?

Apply directly on the company website

Apply Now

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