Senior Director, Service Delivery & Support, AirDial
Role Overview
The Senior Director, Service Delivery & Support is a critical leadership role responsible for scaling and operating Ooma’s AirDial deployment and support organization. This leader will own end-to-end implementation operations and global post-installation support for AirDial, Ooma’s flagship POTS replacement solution, supporting enterprise customers across complex multi-site environments.
This is a hands-on senior leadership role requiring deep expertise in enterprise telecom deployments, POTS replacement technologies, technical support operations, and customer-facing service delivery. The ideal candidate combines strong operational leadership with the ability to lead high-profile customer engagements, drive large-scale deployments, and build a high-performing distributed organization.
Key Skills for This Role
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About the Role
The Senior Director, Service Delivery & Support is a critical leadership role responsible for scaling and operating Ooma’s AirDial deployment and support organization. This leader will own end-to-end implementation operations and global post-installation support for AirDial, Ooma’s flagship POTS replacement solution, supporting enterprise customers across complex multi-site environments.
This is a hands-on senior leadership role requiring deep expertise in enterprise telecom deployments, POTS replacement technologies, technical support operations, and customer-facing service delivery. The ideal candidate combines strong operational leadership with the ability to lead high-profile customer engagements, drive large-scale deployments, and build a high-performing distributed organization.
What You’ll Do
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
Experience We’re Looking For
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
What We Offer
- Working at Ooma means being a team player, while allowing your individual voice to come through. And, you'll receive competitive compensation, benefits and generous company perks .
- Comprehensive Medical/Dental/Vision insurance for you and eligible dependents HMO, PPO’s or a PPO with a HDHP (including HSA, which Ooma helps fund)
- HMO, PPO’s or a PPO with a HDHP (including HSA, which Ooma helps fund)
- 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. #LI-CC1
- Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.
- We may utilize AI-enabled tools during the hiring process, including for resume review, scheduling, and interview note-taking or transcription. These tools are used solely to support our hiring team; all employment decisions are made by human reviewers. Where interviews are recorded or transcribed, candidates will be notified in advance and their consent will be obtained.
- The base salary range for candidates within the United States is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).
About Ooma
Public telecommunications and SaaS company providing cloud communications, VoIP, UCaaS, and POTS-replacement services to businesses and consumers.
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