Senior Manager, Phones Implementation
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Job Description
Senior Manager of Phones Implementations leading a team to deploy VoIP solutions for veterinary clinics. Ensuring seamless onboarding and collaborating with cross-functional teams for efficiency.
Responsibilities:
- Lead an implementation team responsible for managing the deployment and integration of VoIP solutions to veterinary practices
- Ensure a seamless onboarding experience for customers from initial purchase to setup of infrastructure
- Oversee all aspects of the VoIP implementation process, continuously refining workflows to improve efficiency and customer satisfaction
- Design scalable onboarding and deployment frameworks, establishing implementation KPIs and operational metrics
- Drive cross‑functional planning for product launches, aligning teams on timelines, processes, and readiness
- Own capacity planning and hiring roadmap while developing a strong bench of Team Leads and Managers
- Regularly evaluate current implementation processes, identifying gaps and leading optimization efforts
- Coordinate resources, timelines, and deliverables with Sales, Build, Customer Success, Support, and other teams
- Act as the escalation point for complex implementation challenges, resolving technical issues and keeping projects on track
- Ensure thorough documentation of project progress and maintain transparency throughout the implementation process
Requirements:
- 7+ years of experience in VoIP implementation or a similar technical project management role, preferably within a SaaS environment
- 5+ years of experience leading and developing high-performing teams, with full ownership of hiring, coaching and performance management
- Proven team leadership experience, including managing international contractors and full responsibility for hiring and performance management
- Strong understanding of VoIP technologies, network infrastructure, and telecommunication systems. Familiarity with cloud-based phone systems is a plus
- Experience working with external vendors
- Proven ability to analyze trends and collaborate across all management levels to drive data-informed decisions and team strategy
- Excellent communication and interpersonal skills, with a strong focus on delivering customer excellence
- Ability to troubleshoot technical issues and deliver effective solutions under pressure
- Proven success implementing, using, and optimizing with Salesforce, Wrike, Monday, Hubspot, or Customer Success software (i.e. ChurnZero)
Benefits:
- Medical coverage for employees and dependents (80-90% covered by employer)
- Employer HSA contribution with HDHP
- 401(k) match up to 3.5%
- Dependent Care Flexible Spending Account (FSA)
- Dental & Vision coverage available
- Basic Life and AD&D Insurance
- Short and Long Term Disability
- Flexible Time Off & 12 Paid Annual Holidays
- Paid Parental Leave
- Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
- $250 Annual Stipend for Learning and Development
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