Senior Director, Service Delivery & Support

Ooma, Inc.

Senior Director responsible for scaling and operating Ooma’s AirDial deployment and support organization. Leading implementation operations and technical support for enterprise customers across multi-site environments.

Posted 6/25/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $130,000 - $190,000 per yearWebsite

Tech Stack

Tools & technologies

PMPVoIP

About the role

Key responsibilities & impact

Lead end-to-end AirDial implementation operations, including deployment planning, site readiness, installation execution, quality assurance, and customer go-live activities
Own quarterly installation targets and operational forecasting to support AirDial growth objectives
Lead global AirDial technical support operations (L1/L2/L3), ensuring high-quality post-installation support and adherence to SLA, CSAT, and escalation targets
Oversee enterprise and multi-site deployments, including white-glove, partner-led, and self-install programs
Manage field technicians, implementation teams, third-party vendors, and channel partners to ensure consistent delivery quality and operational excellence
Serve as senior escalation point for complex customer and partner issues, driving rapid resolution and long-term customer satisfaction
Build and scale operational processes, implementation standards, support workflows, and knowledge management practices to improve efficiency and scalability
Partner cross-functionally with Sales, Engineering, Product, Channel, and Operations teams to align deployment capacity, customer commitments, and product improvements
Develop KPI dashboards, forecasting models, and operational reporting to track installation throughput, support performance, and organizational effectiveness
Lead workforce planning, recruiting, coaching, and organizational development across implementation and support teams
Represent AirDial Support & Implementation in executive reviews, customer meetings, strategic planning discussions, and partner engagements, including travel up to 30% as needed to support customers, partners, and operational initiatives
Champion the adoption of AI-driven tools and automation across AirDial implementation and support operations, leveraging predictive analytics, intelligent troubleshooting, and workflow automation to improve scalability, operational efficiency, and customer experience

Requirements

What you’ll need

12+ years of experience in telecom, technical operations, implementation leadership, customer support, or professional services, including 8+ years leading technical support and implementation teams and 5+ years in senior leadership roles managing managers
Proven experience leading large-scale enterprise telecom implementations and distributed support organizations
Deep expertise in POTS and POTS replacement technologies, including analog telephony, copper-to-wireless migration, VoIP, SIP, UCaaS, LTE/4G/5G connectivity, and hybrid network architectures, with a strong understanding of how these technologies are deployed and supported in enterprise environments
Strong understanding of life-safety systems and related compliance standards, including fire alarm panels, elevator emergency phones, AHJ requirements, NFPA, UL, and FCC regulations
Demonstrated success managing SLA-driven support organizations with measurable customer satisfaction and operational performance outcomes
Experience leading cross-functional operational initiatives involving Sales, Engineering, Product, and Channel teams
Strong executive presence with the ability to communicate effectively with enterprise customers, partners, technical teams, and senior leadership
Experience implementing or leading AI-enabled operational solutions within technical support, field service, implementation, or customer operations environments, including the use of analytics, automation, and knowledge management technologies to drive measurable business outcomes.
Highly organized, data-driven, and comfortable managing multiple high-priority initiatives simultaneously
Experience with implementation and support tools including CRM, ticketing, project management, remote device management, and knowledge management platforms
Familiarity with telecom channel ecosystems, government or public sector deployments, and professional services financial management is a plus
PMP, ITIL, or related certifications are preferred

Benefits

Comp & perks

Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
FSA Healthcare & Dependent Care
Commuter Benefits
Voluntary Accident, Critical Illness, Hospital Indemnity and Legal
401(k), including employer match, and Roth
Employee Stock Purchase Plan (ESPP)
Paid Time off, Sick Time, as well as corporate holidays observed
Employee Assistance Program
Life Balance benefits with Travel Assistance Services and Identity Theft
Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

telecomtechnical operationsimplementation leadershipcustomer supportPOTSVoIPSIPUCaaSLTE5G

Soft Skills

leadershipcommunicationorganizational skillsproblem-solvingcross-functional collaborationexecutive presencedata-driven decision makingcustomer satisfaction focuscoachingoperational excellence

Certifications

PMPITIL