Position Summary
The Operations Manager is responsible for overseeing the daily operational functions of a VoIP communications company, ensuring the efficient delivery, implementation, support, and maintenance of voice, data, UCaaS, CCaaS, SIP, and networking services. This role manages operational staff, drives process improvements, maintains service quality standards, and ensures customer satisfaction while supporting company growth objectives.
Essential Duties and Responsibilities
Operational Management
Oversee day-to-day operations of service delivery, provisioning, installations, and customer support.
Manage operational workflows for VoIP, UCaaS, CCaaS, SIP trunking, internet connectivity, and networking services.
Ensure timely completion of customer implementations, moves, adds, changes, and disconnects.
Monitor operational KPIs and service performance metrics.
Develop and implement policies, procedures, and best practices to improve efficiency.
Team Leadership
Manage and mentor Operations Coordinators, Provisioning Specialists, Engineers, and Technical Support personnel.
Conduct performance reviews and establish employee development plans.
Schedule workloads and allocate resources to meet customer and business demands.
Foster a culture of accountability, collaboration, and continuous improvement.
Customer Service & Vendor Relations
Serve as an escalation point for operational and service-related issues.
Work closely with customers to ensure successful service delivery and issue resolution.
Coordinate with carriers, vendors, and technology partners regarding installations, outages, and service delivery.
Maintain strong relationships with key suppliers and service providers.
Process Improvement & Compliance
Identify opportunities to streamline workflows and improve operational performance.
Ensure compliance with company policies, regulatory requirements, and industry standards.
Maintain accurate operational records and documentation.
Participate in audits and operational reviews.
Project Management
Lead operational projects including system upgrades, migrations, and process improvements.
Coordinate cross-functional initiatives involving sales, engineering, IT, and customer support teams.
Track project timelines, budgets, and deliverables.
Reporting & Analytics
Prepare operational reports and dashboards for executive leadership.
Analyze service metrics, ticket trends, implementation timelines, and customer satisfaction scores.
Recommend operational improvements based on data analysis
Education
Bachelor's degree in Business Administration, Telecommunications, Information Technology, or related field preferred.
Equivalent combination of education and experience may be considered.
Experience
5+ years of operations management experience within telecommunications, VoIP, UCaaS, MSP, or technology services.
3+ years of supervisory or management experience.
Experience managing service delivery, provisioning, and customer support operations.
Technical Knowledge
Strong understanding of:
VoIP technologies
SIP Trunking
Hosted PBX platforms
UCaaS solutions
CCaaS solutions
Network infrastructure
Internet connectivity services
Telecom provisioning processes
Number porting procedures
Skills & Abilities
Excellent leadership and team management skills.
Strong organizational and project management abilities.
Exceptional problem-solving and decision-making skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong written and verbal communication skills.
Proficiency with CRM, ticketing, and project management systems.
Advanced Microsoft Office skills, particularly Excel.
Preferred Qualifications
Experience with telecom platforms such as:
BroadSoft/BroadWorks
RingCentral
Zoom Phone
Microsoft Teams Voice
8x8
NetSapiens
PMP or project management certification.
ITIL certification.
Telecom industry certifications.
Key Performance Indicators (KPIs)
Customer implementation timelines
Service delivery accuracy
Ticket resolution times
Customer satisfaction scores
Operational efficiency metrics
Team productivity and utilization
Number port completion rates
SLA compliance
Vendor performance management
Physical Requirements
Ability to sit, stand, and work at a computer for extended periods.
Occasional travel to customer locations, company offices, and industry events.
Ability to lift up to 25 pounds occasionally.
Pay: $85,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
Work Location: In person
