Sr. Manager, Phones Implementation

Scale the Implementation team to support 2x growth while maintaining quality and efficiency

Develop and execute the implementation strategy for Phones + SaaS integrated product line

Oversee all aspects of the VoIP implementation process, from initial planning to final execution, continuously refining workflows to improve efficiency and customer satisfaction

Design scalable onboarding and deployment frameworks, establishing implementation KPIs and operational metrics to measure speed, quality and customer service

Drive cross‑functional planning for product launches, aligning teams on timelines, processes, and implementation readiness 

Own capacity planning and hiring roadmap while developing a strong bench of Team Leads and Managers 

Lead, coach and performance-manage a team of 7-10 implementation specialists, ensuring they have the support and resources to deliver exceptional service and meet project deadlines

Regularly evaluate current implementation processes by listening to customer calls, identifying gaps or inefficiencies, and leading efforts to optimize and standardize best practices across the team

Work closely with Sales, Build, Customer Success, Support, and other teams to coordinate resources, timelines, and deliverables, ensuring alignment with customer needs and company objectives

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

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 

Proven ability to analyze trends and collaborate across all management levels to drive data-informed decisions and team strategy

Excellent communication and interpersonal skills, with a strong focus on delivering customer excellence

Ability to troubleshoot technical issues and deliver effective solutions under pressure

Proven success implementing, using, and optimizing with Salesforce, Wrike, Monday, Hubspot, or Customer Success software (i.e. ChurnZero)

Medical coverage for employees and dependents (80-90% covered by employer)

Employer HSA contribution with HDHP

401(k) match up to 3.5% 

Dependent Care Flexible Spending Account (FSA)

Dental & Vision coverage available 

Basic Life and AD&D Insurance

Short and Long Term Disability

Flexible Time Off & 12 Paid Annual Holidays

Paid Parental Leave

Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance

$250 Annual Stipend for Learning and Development