BCM One

Senior Director Service Fulfillment

Herndon, Virginia · Director

Sponsorship not specifiedDetected 6 days ago

ComplianceProject ManagementProcess ImprovementInventory ManagementOnboardingCustomer SupportVoIPLeadershipCommunicationCollaborationProblem SolvingAdaptability

About the role

This leader will oversee teams responsible for number management, porting, circuit provisioning, connectivity services, and customer service delivery while driving modernization initiatives across the business.
This is an opportunity to inherit established global teams and bring them together through strong leadership, operational consistency, and continuous improvement.
Work Locations: This position offers the flexibility to work remotely or in a hybrid capacity if located near one of our office locations, including Grand Rapids, MI; Herndon, VA; Alpharetta, GA; or Blue Bell, PA.

Responsibilities

Serve as a transformational leader during a critical period of business modernization, helping unify established teams, standardize processes, and build a center-of-excellence model across the organization.
Lead service fulfillment's participation in strategic initiatives, including ServiceNow implementation, internal platform integration, and other modernization projects.
Establish and manage KPIs, SLAs, quality metrics, and performance reporting to ensure exceptional service delivery.
Partner cross- functionally with Product, Engineering, Network, and Sales teams to improve service delivery capabilities and customer outcomes.
Build strong relationships across the organization and influence stakeholders to drive change, process improvements, and operational priorities.
Develop a roadmap for creating greater consistency, scalability, and alignment across service fulfillment teams while fostering a culture of accountability, customer focus, and continuous improvement.
Build strong relationships with carriers, vendors, and internal stakeholders to drive operational success and deliver business outcomes.
10+ years of progressive leadership experience in telecommunications service delivery, operations, customer support, or related functions.
Proven ability to build strong partnerships and influence stakeholders across technical and business teams.
BCM One is seeking a Senior Director of Service Fulfillment to lead the transformation of our global service fulfillment organization, driving operational excellence, process modernization, and the delivery of exceptional customer experiences across our number management, porting, and connectivity services.

Requirements

Bachelor's degree in business administration, Information Technology, Telecommunications, or related field
5+ years leading managers and multi-functional teams in a fast-paced environment.
Experience leading large-scale transformation initiatives, process improvement efforts, or enterprise platform implementations such as ServiceNow.
Strong understanding of STIR/SHAKEN requirements and their impact on customer onboarding and telecom operations.
A proactive, adaptable leadership style with the ability to guide teams through change and ambiguity.
Must be able to travel internationally to Philippines and London.

Nice to have

Experience with ServiceNow implementations or ITSM platforms.
Experience leading globally distributed teams.
Knowledge of telecom modernization, process automation, and center-of-excellence models.

Compensation

Travel: 10% of travel annually.

Benefits

We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean.
Comprehensive medical, dental, and vision insurance
Company-provided life and disability insurance
Paid holidays and vacation time

Company info

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.
Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story
over the past 4 years we've brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.
When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don't offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission "to provide a world-class experience with every human interaction" seriously, which means everything you do makes a difference. And we're committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don't just become part of our growth story, we become part of yours.
BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure.
BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.
Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we've brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry.
Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.
When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry.
We don't offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting.
We take our mission "to provide a world-class experience with every human interaction" seriously, which means everything you do makes a difference.
And we're committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential.
At BCM One, we encourage our team to learn something new every day, so you don't just become part of our growth story, we become part of yours.
Why BCM One:

Equal opportunity

Equal Opportunity Employer.

Visa & Work Authorization

Candidates must reside in and be authorized to work in the United States.

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This listing is sourced directly from BCM One's careers page and normalized into a canonical job model.