Manager, 911 PSAP Team

Sinch

Manager of the 9-1-1 PSAP Team overseeing daily operations and ensuring team performance and compliance in Emergency Services. Leading collaboration for deployment and maintenance of 9-1-1 solutions.

Posted 5/28/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $120,000 - $150,000 per yearWebsite

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Oversee daily operations for PSAP Representatives, Data Collection Specialists, and GIS Specialist.
Lead, coach, and develop the 9-1-1 PSAP Team to ensure high performance and operational excellence.
Manage team priorities and workflows to meet short- and long-term objectives related to:
Data collection
Shapefile management
NRF/ALI discrepancy referrals
9-1-1 ticket queue KPIs
VoIP deployment activities
Respond promptly to internal and external requests for information and support.
Maintain accurate records and documentation related to PSAP data collection activities.
Establish measurable team goals and drive consistent achievement of performance targets.
Monitor, analyze, and report on KPIs while identifying opportunities for process improvement and operational efficiency.
Serve as an escalation point for complex issues and provide guidance and support to team members.
Develop, maintain, and improve operational processes and documentation.
Collaborate with Emergency Services Operations, Network Planning, and Project Management teams to support deployment of 9-1-1 solutions.

Requirements

What you’ll need

8+ years customer service experience required
5+ years supervisory experience
Strong efficiency and organizational skills, and demonstrated attention to detail
Skilled in communicating issues, impacts, and corrective actions on programs to internal and external representatives.
Experience balancing team workloads
Ability to understand and communicate both technical and business information in verbal and written form.
Excellent verbal and written communication skills
Able to maintain calm under pressure
Bachelor's Degree or equivalent work experience.
Proficiency with Microsoft Office Suite
5+ years’ experience working with Public Safety Answering Points strongly preferred
5+ years telecom experience, including understanding of rate centers and 9-1-1 call routing preferred

Benefits

Comp & perks

Comprehensive market competitive medical, dental, and vision plans.
Access to telehealth for all participants.
Free virtual counselling resources through global Employee Assistance Program.
Roth and Pre-tax 401(k) options including employer match for all participants.
Generous paid time off program.
Paid parental leave and family planning support.
Flexible remote work offerings that allow you to work wherever you are the most productive.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data collectionshapefile managementKPI monitoringVoIP deploymentprocess improvementoperational efficiencydocumentation managementcustomer servicetelecom experience9-1-1 call routing

Soft Skills

leadershipcoachingorganizational skillsattention to detailcommunication skillscalm under pressureteam managementproblem-solvingcollaborationperformance management

Certifications

Bachelor's Degree