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

Applicant Tracking System Keywords

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

Hard Skills & Tools

VoIP implementationproject managementnetwork infrastructuretelecommunication systemscloud-based phone systemsdata analysistroubleshootingperformance managementcapacity planningworkflow optimization

Soft Skills

team leadershipcoachingcommunicationinterpersonal skillscustomer excellencecollaborationproblem-solvingstrategic planningadaptabilitycross-functional coordination