Head of TEM Operations – AI Delivery, Senior Manager
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Job Description
Head of TEM Operations leading Cimpl’s enterprise managed-services engine. Modernizing telecom expense management through AI, automation, SLA excellence, and customer retention.
Responsibilities:
- Serve as senior operational partner for Cimpl’s largest enterprise accounts in partnership with Customer Success
- Protect customer relationships, resolve escalations before renewals are threatened, and drive expansion through operational excellence
- Own internal and customer-facing SLA standards and visibility into performance trends and account health
- Lead a clean-sheet redesign of the Cimpl managed services model with AI and automation at its center
- Work directly with Product Management to deliver the managed-services vision
- Identify and implement AI use cases for invoice and inventory reconciliation, anomaly and dispute detection, data validation, and agent-assisted account handling
- Diagnose operational root causes and route issues to Product, Support, or Customer Success owners
- Own end-to-end customer support issue resolution and lead the Customer Support organization
- Set response and resolution standards, coach the team, and escalate recurring issues to root-cause owners
- Build and maintain operational reports and dashboards tracking SLA performance, process efficiency, automation impact, and account health
- Document and codify managed-services procedures to standardize and scale quality
Requirements:
- Experience in Telecom Expense Management (TEM), Managed Mobility Services (MMS), or a closely related operational / telecom domain is strongly preferred
- Track record of owning SLAs and operational metrics in a customer-facing or customer-adjacent role, with accountability for retention or account health
- Experience supporting or managing relationships with enterprise-level accounts
- Ability to identify inefficiency and drive process change
- Enthusiasm for applying AI and automation operationally
- Technical fluency sufficient to understand how a SaaS / operational platform like Cimpl functions
- Strong communication skills with senior customer stakeholders and internal technical and non-technical teams
- Highly organized, detail-oriented, and comfortable owning outcomes in a fast-paced operational environment
- Prior hands-on experience with TEM / telecom management platform is nice to have
- Experience managing or mentoring a small operations or managed-services team is nice to have
- Familiarity with workflow automation, RPA, or AI-assisted operations tooling is nice to have
- Exposure to enterprise renewal and expansion motions alongside operations is nice to have
Benefits:
- Remote work supported by Upland Software’s operating model
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