Ooma
Senior Director, Service Delivery & Support, AirDial
Remote, US · Director
Sponsorship not specifiedDetected 26 days ago
Project ManagementCRMForecastingCustomer Support5G/LTEVoIPLeadershipCommunicationMentoringOrganizational Skills
About the role
- Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized
- unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe
Responsibilities
- 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
Nice to have
- Strong understanding of life-safety systems and related compliance standards, including fire alarm panels, elevator emergency phones, AHJ requirements, NFPA, UL, and FCC regulations
- Experience leading cross-functional operational initiatives involving Sales, Engineering, Product, and Channel teams
- Highly organized, data-driven, and comfortable managing multiple high-priority initiatives simultaneously
- 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
Compensation
- The base salary range for candidates within the United States is listed below.
- The base pay range is subject to change and may be modified in the future.
- United States Pay Range
Benefits
- Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
- HMO, PPO's or a PPO with a HDHP (including HSA, which Ooma helps fund)
- Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
- FSA Healthcare & Dependent Care
- Commuter Benefits
- Employee Stock Purchase Plan (ESPP)
- Paid Time off, Sick Time, as well as corporate holidays observed
- Life Balance benefits with Travel Assistance Services and Identity Theft
- Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc. #LI-CC1
- And, you'll receive competitive compensation, benefits and generous company perks.
- Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).
- Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc.
Company info
- 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
- Experience We're Looking For:
This listing is sourced directly from Ooma's careers page and normalized into a canonical job model.