About the Role:
The Senior Director, Service Delivery & Support is a critical leadership role responsible for scaling and operating Ooma’s AirDial deployment and support organization. This leader will own end-to-end implementation operations and global post-installation support for AirDial, Ooma’s flagship POTS replacement solution, supporting enterprise customers across complex multi-site environments.
This is a hands-on senior leadership role requiring deep expertise in enterprise telecom deployments, POTS replacement technologies, technical support operations, and customer-facing service delivery. The ideal candidate combines strong operational leadership with the ability to lead high-profile customer engagements, drive large-scale deployments, and build a high-performing distributed organization.
What You’ll Do:
- Lead end-to-end AirDial implementation operations, including deployment planning, site readiness, installation execution, quality assurance, and customer go-live activities
- Own quarterly installation targets and operational forecasting to support AirDial growth objectives
- Lead global AirDial technical support operations (L1/L2/L3), ensuring high-quality post-installation support and adherence to SLA, CSAT, and escalation targets
- Oversee enterprise and multi-site deployments, including white-glove, partner-led, and self-install programs
- Manage field technicians, implementation teams, third-party vendors, and channel partners to ensure consistent delivery quality and operational excellence
- Serve as senior escalation point for complex customer and partner issues, driving rapid resolution and long-term customer satisfaction
- Build and scale operational processes, implementation standards, support workflows, and knowledge management practices to improve efficiency and scalability
- Partner cross-functionally with Sales, Engineering, Product, Channel, and Operations teams to align deployment capacity, customer commitments, and product improvements
- Develop KPI dashboards, forecasting models, and operational reporting to track installation throughput, support performance, and organizational effectiveness
- Lead workforce planning, recruiting, coaching, and organizational development across implementation and support teams
- Represent AirDial Support & Implementation in executive reviews, customer meetings, strategic planning discussions, and partner engagements, including travel up to 30% as needed to support customers, partners, and operational initiatives
- Champion the adoption of AI-driven tools and automation across AirDial implementation and support operations, leveraging predictive analytics, intelligent troubleshooting, and workflow automation to improve scalability, operational efficiency, and customer experience
Experience We’re Looking For:
- 12+ years of experience in telecom, technical operations, implementation leadership, customer support, or professional services, including 8+ years leading technical support and implementation teams and 5+ years in senior leadership roles managing managers
- Proven experience leading large-scale enterprise telecom implementations and distributed support organizations
- Deep expertise in POTS and POTS replacement technologies, including analog telephony, copper-to-wireless migration, VoIP, SIP, UCaaS, LTE/4G/5G connectivity, and hybrid network architectures, with a strong understanding of how these technologies are deployed and supported in enterprise environments
- Strong understanding of life-safety systems and related compliance standards, including fire alarm panels, elevator emergency phones, AHJ requirements, NFPA, UL, and FCC regulations
- Demonstrated success managing SLA-driven support organizations with measurable customer satisfaction and operational performance outcomes
- Experience leading cross-functional operational initiatives involving Sales, Engineering, Product, and Channel teams
- Strong executive presence with the ability to communicate effectively with enterprise customers, partners, technical teams, and senior leadership
- Experience implementing or leading AI-enabled operational solutions within technical support, field service, implementation, or customer operations environments, including the use of analytics, automation, and knowledge management technologies to drive measurable business outcomes.
- Highly organized, data-driven, and comfortable managing multiple high-priority initiatives simultaneously
- Experience with implementation and support tools including CRM, ticketing, project management, remote device management, and knowledge management platforms
- Familiarity with telecom channel ecosystems, government or public sector deployments, and professional services financial management is a plus
- PMP, ITIL, or related certifications are preferred
Originally posted on Himalayas
