Responsibilities
- Lead and mentor a global team of 20 individual contributors, managers and contractors, fostering a culture of operational excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domains.
- Build the quarterly Number Operations OKRs in close collaboration with Product, Carrier Relations and Support Ops and be accountable for OKR execution, meeting and exceeding operational targets (SLA, CSAT, TTR).
- Own customer escalations as needed.
- Build and maintain solid relationships with carrier partners, collaborating with them on regular basis.
- Project manage ad hoc KYC/compliance requests, in close collaboration with Legal, ensuring service continuity and adherence to regulatory requirements for all Aircall customers.
- Partner with Product to identify and advocate for in-product UX improvements, process automation and AHT reduction opportunities in the Number Operations ecosystem.
- Partner with VP and Support Leadership on capacity planning, forecasting and budgeting.
- Proactively identify areas of leverage, develop strategies and execute plans to improve systems, workflows and processes in a data-driven fashion, in an effort to increase our organization productivity and effectiveness while maintaining a world-class support experience.
Requirements
- 5+ years experience in Number Operations, Carrier Operations or equivalent, preferably in a high-growth SaaS environment.
- 2+ years in a management role, with experience hiring and developing high-performing teams.
- Advanced proficiency with customer support technologies and tools like Zendesk (multi-channel management) as well as Carrier Portal solutions.
- Advanced project management experience, with a track record of large projects successfully delivered and an ability to manage multiple timelines and commitments.
- Very analytical and data-driven, with proficiency with Gsheet and Looker, SQL a plus.
- Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results.
- Creative problem solver and are able to identify obstacles and viable solutions.
- Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership.
- Exceptional written and verbal communication skills, including the ability to translate technical concepts for non-technical stakeholders.
- You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions).
Team
Team size: 20. Structure: global team of 20 individual contributors, managers and contractors
Additional Information
- Key moment to join Aircall in terms of growth and opportunities.
- Our people matter, work-life balance is important at Aircall.
- Fast-learning environment, entrepreneurial and strong team spirit.
- 45+ Nationalities: cosmopolite & multi-cultural mindset.
- Competitive salary package & benefits.
