Convoso

Operations

• Manage and mentor the Carrier Operations team, setting goals, providing coaching, and fostering a culture of accountability and continuous improvement.
• Build and maintain relationships with telecom carriers, negotiate contracts, manage SLAs, and ensure cost-effective, high-quality service.
• Oversee call routing strategies, carrier selection, and load balancing to maximize call completion rates, reduce costs, and improve customer experience.
• In partnership with our head of compliance, ensure outbound calling activities comply with FCC, TCPA, STIR/SHAKEN, and other telecom regulations. Stay ahead of evolving compliance requirements.
• Implement monitoring tools, dashboards, and escalation processes to quickly identify and resolve call quality, routing, or carrier issues.
• Partner with Engineering, Product, Compliance and Customer Success teams to support product initiatives and customer needs that rely on outbound calling.
• Provide regular reporting on carrier performance KPIs, costs, and call quality metrics to leadership. Identify trends and recommend improvements.
• Drive initiatives to scale outbound calling infrastructure, evaluate new carriers and technologies, and explore innovations such as AI-powered call routing.

Director of Carrier Operations

Account Executive

• Manage full sales cycle in a consultative manner, from initial qualification to product demos and follow up calls to closing
• Anticipating, identifying, and understanding the needs, behaviors, and pain points of prospects
• Develop new sales opportunities through effective cold calling/emailing, social media, and networking, in addition to handling inbound leads
• Manage and track all activities into CRM and other tools while maintaining accurate and up-to-date records
• Manage product demonstrations for prospects and partner with Sales Engineers if/when necessary
• Attend several trade shows throughout the year
• Meet daily, monthly, and annual goals

Revenue Operations

• Build & Run a Predictable Revenue Engine
• Design and operate the core GTM processes, metrics, and rhythms that drive predictable bookings, retention, and expansion
• Own pipeline health, forecast accuracy, and stage consistency across the funnel
• Improve conversion rates, stage velocity, and execution discipline through data-driven insights
• Align GTM Teams Around One Operating System
• Ensure Marketing, SDR, Sales, Customer Success, Onboarding, and Product operate with shared definitions, metrics, and expectations
• Drive alignment on ICP, segmentation, lead qualification, routing, SLAs, and service tiers
• Own Revenue Data, Analytics & System of Truth
• Build and maintain a unified revenue data model across the full customer lifecycle
• Partner with BI/Data Engineering to integrate CRM, marketing, product usage, billing, support, and finance data
• Establish and maintain consistent KPI definitions and data-quality standards
• Enable automated and self-service reporting to reduce manual effort
• Deliver Executive-Ready Insights
• Develop dashboards and analysis that provide leadership with real-time visibility into ARR, NRR, churn, expansion, pipeline, and productivity
• Proactively surface risks, trends, and opportunities—before they become problems
• Support board materials, strategic planning, and OKRs with accurate, trusted data
• Translate complex data into clear, actionable insights for senior leaders
• Improve GTM Productivity & Execution Quality
• Identify and systematize early warning signals for pipeline risk, forecast quality, and customer health
• Partner with Enablement to improve onboarding, training, and execution quality
• Analyze activity-to-output relationships to improve rep and CSM productivity
• Support territory design, quota setting, capacity planning, and compensation inputs
• Own RevOps Systems & Scalable Infrastructure
• Own the RevOps tech stack, CRM, integrations, and automation
• Reduce tool sprawl and simplify workflows across the GTM lifecycle
• Drive automation and AI use cases that improve efficiency and predictability
• Support expansion readiness, new segment launches, and GTM experimentation
• Cross-Functional Leadership & Influence
• Act as a strategic and operational partner to Sales, Marketing, CS, Product, and Finance leaders
• Influence behavior, process adherence, and data-quality standards across teams
• Lead and develop RevOps resources (direct or dotted-line) as the function scales

Senior Director of Revenue Operations – Business Analytics

Account Manager

• Identify, recruit, and onboard new channel partners to expand Convoso's market reach, including helping design and refine onboarding processes and partner engagement models.
• Develop and execute strategic plans to engage potential partners and demonstrate the value of partnering with Convoso, with an emphasis on testing, learning, and iterating quickly.
• Manage existing channel partners, ensuring they are motivated, productive, and aligned with Convoso's business objectives.
• Conduct regular meetings and reviews with partners to assess performance, provide feedback, and actively course-correct engagement strategies when traction is limited.
• Establish and maintain strong relationships with key stakeholders at partner organizations, including executives, sales teams, and technical experts.
• Act as the main point of contact for partners, addressing any issues, concerns, or opportunities in a timely and professional manner.
• Work closely with internal teams, including sales, marketing, product development, and customer support, to ensure partners have the resources and support they need to succeed, even as partner motions and internal processes are still being defined.
• Provide partners with training, marketing materials, and product updates to enhance their ability to sell and support Convoso solutions.
• Track and analyze partner performance metrics, identifying trends and areas for improvement, and proactively adjust strategy when results fall short of expectations.
• Prepare and present regular reports to senior management on partner activities, achievements, and challenges.
• Stay abreast of industry trends, competitive landscape, and emerging technologies in the CCaaS space.
• Leverage market insights to inform partner strategies and identify new opportunities for growth.

Director of Carrier Operations

Account Executive

Senior Director of Revenue Operations – Business Analytics

Channel Partner Manager