Looking Senior Vice President

Hi.

Senior Vice President

Location: Van Nuys, Los Angeles, California

Direct-Hire / Full-Time

U.S. Citizen

Senior management or executive position responsible for inter-company and intra-company strategic initiatives and process improvement activities, as identified by senior executives and through individual investigation and analysis. You will be responsible for overseeing various aspects of operational activities, including process optimization, resource management, and team coordination. Your primary goal will be to enhance efficiency, productivity, and profitability while maintaining high standards of quality and compliance.

Key Responsibilities:

• Process Optimization: Identify inefficiencies in operational processes and develop strategies to streamline workflows and enhance productivity for customer onboarding and life cycle experience.
• Resource Management: Efficiently allocate resources such as manpower, equipment, and materials to meet operational requirements, scaling the organization to support sustained growth in a cost-efficient manner while growing overall margins.
• Team Coordination: Coordinate with different departments and teams to ensure seamless collaboration and communication, fostering a cohesive work environment.
• Performance Monitoring: Implement performance metrics and KPIs to monitor the performance of operational processes and teams, providing regular reports and insights for improvement.
• Quality Assurance: Implement and maintain quality assurance standards to ensure that operational activities meet regulatory requirements and organizational standards. Improve NPS with rigorous plans.
• Partner and Customer Experience: Ownership of life cycle of partner and customer experience for specified operations.
• Vendor Management: Oversee relationships with external vendors and suppliers, negotiating contracts and ensuring timely delivery of goods and services.
• Technology Integration: Evaluate and implement technological solutions to enhance operational efficiency, such as automation tools and software systems.
• Continuous Improvement: Drive a culture of continuous improvement within the organization, encouraging innovation and seeking opportunities for optimization, improving cycle time.
• Product: Operational leadership in ensuring ongoing service operations leadership for establishment of methods and procedures for launching support structure for access, managed services (including SDWAN, security, mobile) domestically and globally.
• Leadership: External representation of Day 1 and 2 Service Model for potential opportunities. Leadership for organizational teams including Project Management, Hosted Voice, Implementation Engineering, and Provisioning.

Key Performance Indicators:

• Telecommunications expense and vendor contract reviews.
• Review provisioning and service delivery workflow and process.
• Review technical support and troubleshooting systems and processes.
• Identify and address systemic challenges.
• Leverage business requirements to drive technology transformation impacting automation, chat, RPA, AI development with outcomes of reduced cost and higher NPS experience.
• Organize Partner and Customer Advisory Councils.
• Collaborate with AireSpring s global telecommunications and service providers.
• Conduct QBR and manage relationships with Network and Managed Service Equipment Providers.
• Identity and address automation opportunities.
• Lead a large organization with accountability for employee satisfaction, recognition, and incentive programs.

Required knowledge, skills and abilities include:

Fluent in order submission, provisioning, changes, and escalations of:

• Local number portability
• Toll-free numbers
• Direct inward dial numbers
• Directory listing
• 911 database
• Local loops (DSL, DS-1, Fiber Eth, Copper Eth, DOCSIS, etc.)

Deep familiarity with provisioning and support processes and procedures for the following products and services:

• VoIP
• SIP
• PBX
• Internet
• SDWAN
• Managed Firewall
• SASE
• LTE (data and voice)

Technical expertise in:

• IP routing and switching
• Local loop technologies
• Customer premise equipment
• Hosted PBX platforms
• MPLS Internetworking
• Ticket systems
• Automation Methodology

• Related senior management or executive experience at a managed services provider, major telecommunications carrier, multi-service operator, and/or fiber provider.
• Experience managing and working with globally distributed teams and departments.
• Proven track record of data-driven SLAs, process improvement practices, and KPIs for management of IT service delivery.

Qualifications:

• Bachelor s degree in Business Administration, Operations Management, or a related field (Master's degree preferred).
• Proven experience in operations management or a similar role, preferably in a relevant industry.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
• Demonstrated leadership abilities, with a track record of motivating and managing teams.
• Proficiency in project management tools and software applications.
• Knowledge of relevant regulatory requirements and best practices in operations management.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Certification in operations management or related fields (e.g., Six Sigma, Lean Management) is a plus.