Hybrid or Remote

Director of Business Operations

As Director of Business Operations for BCM One SIP Trunking group, this position will lead and manage the customer journey for our SIP customers across multiple brands.  This position is responsible for setting strategic direction and developing long- and short-term priorities to continuously optimize the customer journey.

    We are looking for a leader who embodies modern practices and has an exceptionally strong foundation in operations culture and process driven solutions. The leader must have demonstrated a high level of cross functional collaboration and communication given the large number of stakeholders.

    As a senior leader, you will drive a cohesive strategy to take the teams to their next phase of growth and scale. A critical part of the role is to attract, develop, and retain the next generation of leaders and top talent across sites and supporting their professional growth.

    What you will do:

    • Oversees the daily workflow of the Operations departments across multiple business units.
    • Establishes, implements, and communicates the strategic direction of the organizations operations division.
    • Provides leadership and day-to-day management of customer facing technical and billing support departments.
    • Develop best practice management, KPIs, and analytical processes used to report, predict, understand and influence the operational performance of the customer facing departments.
    • Work with existing vendor relationships to ensure company goals and customer satisfaction is achieved.
    • Communicate strategy and progress internally and collaborate with an array of internal teams including sales, executive, finance, legal, marketing, product and engineering.
    • Collaborates with other divisions and departments to carry out the organization’s goals and objectives.
    • Act as subject-matter expert for business and regulatory affairs associated with telecom products on new and prospective product/service launches.
    • Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on operational systems.
    • Presents periodic performance reports and metrics to executive leadership.
    • Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources.
    • Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution.
    • Ensures that departmental decisions and project plans such as those for staffing, development, organization, material efficiency, hardware acquisitions, and facilities are in line with the organizations business plan and vision.
    • Creates a culture of success by developing a strong, sustainable team through a strategically developed talent management plan that attracts, mentors, trains, develops, rewards, and retains top talent.
    • Provides constructive and timely performance evaluations.
    • Identifies training needs and ensures proper training is developed and provided.
    • Recruits, interviews, hires, and trains management-level staff in the department.

    Education and Experience:

    • Bachelors degree in Business Administration, Logistics, Engineering, or other industry-related field required; MBA is a bonus.
    • At least 10 years of industry-related experience including three years in upper management required.
    • Experience in Telecom related industry a bonus

    Got any questions? We are happy to help.