Oversee all strategic and operational aspects of the enterprise telephony and telecom portfolio.
Ensure that all services and technologies meet or exceed business expectations.
Recruit, hire and build out the team/function, provide leadership and performance management.
Serve as the primary representative and escalation point for all telephony and telecom service matters.
Accountable for service line operational management duties.
Manage the corporate budget in service areas of accountability.
Create a systematic approach to supporting the organization's telephony / telecom goals, processes, and technologies.
Partner with business and clinical leadership to understand business needs and create telephony solutions.
Work with vendors to maximize return on investment for products and assess best fit for current and future technology purchases.
Continually evaluate and improve products, services, processes, etc. through incremental and breakthrough improvements.

Requirements

A minimum of 5+ years of experience as leader within a corporate telephony / call center service line.
5+ years of experience as a people manager.
Advanced skills in innovative thinking, collaboration, emotional intelligence, critical thinking, continuous improvement, and corporate strategy.
Extensive experience and knowledge of healthcare practice and security standards such as HIPPA, HITECH, and HITRUST and how these regulations govern the work performed by the technical services team.
Excellent written and verbal communication skills with a passion to assist Imagine Pediatrics team members in times of need.
Excellent customer service skills and a unique ability to engage the customer with empathy and care.
Excellent analytical and problem-solving skills and experience solving complex technical problems and defining and implementing resolutions.
Ability to manage multiple priorities and demands daily and ability to appropriately delegate and assign work based on resource capacity and resource proficiency.
Able to work with users at all levels of technical skills and abilities.
Advanced level understanding of enterprise telephony / telecom products.
Incident and Request Ticketing (Examples: Jira, ServiceNow)
Cellular Services (cell phone management systems – MDM) (Examples: MS Intune, Airwatch)
Process Management (Examples: Confluence, ClickUp)

Benefits

Competitive medical, dental, and vision insurance
Healthcare and Dependent Care FSA; Company-funded HSA
401(k) with 4% match, vested 100% from day one
Employer-paid short and long-term disability
Life insurance at 1x annual salary
20 days PTO + 10 Company Holidays & 2 Floating Holidays
Paid new parent leave
Additional benefits to be detailed in offer

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

telephonycall center managementinnovative thinkingcollaborationcritical thinkingcontinuous improvementcorporate strategyanalytical skillsproblem-solvingprocess management

Soft Skills

leadershipperformance managementemotional intelligencecustomer servicecommunicationempathydelegationmulti-taskingengagementsupport