Senior Director, Service Delivery & Support, AirDial

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.

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
• 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, in

Additional Information

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 advanced technology should be accessible to all.

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