Sr. Director Operations

We are seeking an accomplished and highly experienced Sr. Director Implementation & Operations to lead our mission-critical Emergency Services implementation and operations teams. This strategic leadership role is pivotal in driving the successful implementation, deployment, and ongoing management of our emergency services product lines, with a significant financial impact tied to achieving incremental implementation target. You will be responsible for providing implementation and operations leadership, strategic planning, processes and policies, ensuring robust compliance, and leveraging deep industry expertise to deliver unparalleled reliability and performance in a 365x24x7 operational environment.

Key Responsibilities

• Define, manage and report Emergency Services implementation and operational metrics/KPIs/OKRs.
• Provide leadership, mentoring, and management to Emergency Services implementation and operations teams and direct reports. Lead development of team SMART goals and initiatives to direct the team’s course, to meet/exceed goals
• Lead all emergency services solutions implementation and ongoing operations, including planning, introduction and test, provisioning, product enhancement introduction and rollout, process development and management, PSAP information, testing, implementation and ongoing support for:
• Nationwide NG911 ESInet ingress aggregation implementation, overseeing new, underway, and base deployments across the US
• VPC & LIS services implementation and service expansions in the US, US territories, and Canada
• Nationwide Emergency Services Gateway solution deployment and expansions
• Location Agent, PSAP Notification, and Contact Data solutions
• Oversee program management; creation and maintenance of project plans, drive on-time deployment; identify, communicate, and manage risks and risk mitigation strategies for complex deployments and operational initiatives. Drive weekly project status communication, and provide senior level guidance to program teams as appropriate.
• Collaborate, develop and maintain strong relationships within other Sinch departments, providing emergency services leadership, support, and guidance to cross-functional teams and stakeholders within Sinch who support Emergency Services solutions (e.g. NOC, Network, implementation & provisioning). Integrate existing business systems and processes, identify, design, develop/improve, and execute processes, goals, and solutions to ensure implementation excellence and optimal customer experience. 
• Develop and manage ongoing Forecast plans and Long-Range plans, ensuring financial targets are met and resources are optimally allocated.  Track and report against revenue plan and objectives, while managing cost elements to ensure that Sinch Emergency Service revenue and gross margin meet established targets. Manage billing submissions.
• Develop and maintain strong relationships with, and provide ongoing care for, Sinch key partners & customers.  Provide senior leadership level support for all Sinch Emergency Service customers.
• Lead customer/OSP onboarding initiatives, focusing on planning, support, relationship management, and success.
• Manage vendor relationships, including onboarding, oversight, contract negotiations, compliance, amendments, and change orders.
• Oversee 365x24x7 Emergency Services incident management, customer, PSAP, FCC notifications and coordinations with Corporate NOC
• Oversee Ticket & Trouble management supported by Corporate NOC
• Drive and maintain ISO 9001/TL 9000 certification.

Requirements

• Minimum Bachelor’s degree.  Master’s degree a plus.
• Minimum 10 years experience in leading mission-critical Emergency Services (9-1-1) solutions implementation and operations.
• Proven track record of managing complex nationwide 9-1-1 services implementations, budgets and forecasts, and achieving significant financial outcomes.
• Indepth expertise in 9-1-1 specific FCC regulations and NENA standards, PSAP reporting requirements, and regulatory landscape.
• Indepth expertise in Next Generation911 technologies, NG911 call routing, data signaling, NG911 standards (including NENA i3), and regulatory landscapes.
• Indepth expertise in VoIP Positioning Center (VPC), Location Information Service (LIS), and/or Wireless MPC/GMLC solutions, standards, and regulatory requirements.
• Technical proficiency in 9-1-1 delivery solutions delivery, 9-1-1 network operations, 9-1-1 solutions related data management including network circuits/trunking requirements, and call flows for NG911, i1, i2, NENA i3 compliant solutions.
• Strong strategic planning capabilities, process optimization skills, and a meticulous approach to policy and compliance.
• Strong background in managing large-scale customer onboarding processes, fostering positive customer relationships, and ensuring customer success.
• Expertise in program and project management.
• Strong track record of experience in contract negotiation, RFP response, and vendor management across diverse technical and operational domains.
• Experience in managing 365x24x7 operations, including incident management and on-call responsibilities.
• Solid understanding of quality standards including ISO 9001/TL 9000.
• Exceptional leadership and personnel management skills, with the ability to build, motivate, and mentor high-performing teams.
• Strong analytical abilities for developing and reporting on operational metrics and KPIs; data analysis and reporting skills
• Excellent communication and stakeholder management skills.

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

Our expert teams are built from some of the most experienced in the industry. We employ people from all over the world, from all walks of life and from all backgrounds. We work together, feeding on our diversity to make us stronger, and we encourage each other to be the best we can be. Innovation drives us, and we challenge ourselves every day. Get in touch and join us on our journey!

The annual starting salary for this position is between $180,000.00 - $200,000.00 per year. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.

This role will be accepting applications until 8/20/2025 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.