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Location

Raleigh

Department

Operations

Director, Global Number Management

Who We Are:

Bandwidth (NASDAQ: BAND) is a global communications software company that helps enterprises connect people around the world with cloud-ready voice, messaging and emergency services. Backed by a network reaching 60+ countries covering 90 percent of global GDP, companies like Cisco, Google, Microsoft, RingCentral, Uber and Zoom use Bandwidth’s APIs to easily embed communications into software and applications. Bandwidth has more than 20 years in the technology space and was the first Communications Platform-as-a-Service (CPaaS) provider to offer a robust selection of APIs built around our own global network. Our award-winning support teams help businesses around the world solve complex communications challenges every day.

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

The Director of Number Management is a key position in the Customer Operations organization.  The Director is responsible for leading our Number Inventory and Emergency Provisioning teams in support of telephone number ordering and provisioning to enable voice and messaging capabilities for Bandwidth’s Enterprise and Wholesale Customers. Additionally, the Director is responsible for leading Bandwidth’s telephone number inventory management program.  The program includes maintaining number stock across the US, Canada, and International locales, interfacing with industry governing bodies & state public utility commissions, compiling Country / Federal / State regulatory reporting requirements and defining/driving the implementation of industry best practices related to number stewardship.

What You’ll Do:

  • Lead team of various and differing work streams – including provisioning, carrier management, emergency endpoint management and inventory management. Ensure each delivers efficient, customer friendly service and top notch operationally-sound programs. 
  • Define, clarify and execute operational strategy in collaboration with leaders across the company in alignment with Bandwidth’s business strategy, goals and target markets. Serve as company face of Customer Operations for internal and external stakeholders.
  • Define and drive performance against key operating metrics for non-customer facing teams. 
  • Oversee long term planning for Customer Operations; evaluate short-term and long-term operational goals and outcomes; guide shifts and changes including identifying strategic adjustments and managing change across the team
  • Lead team through customer and executive escalations related to customer support, driving root cause analysis and follow-up activities related to support / network events.
  • Compile and implement a strategy for managing carriers / vendors to ensure that business needs are measured and delivered.
  • Build and maintain outstanding relationships with constituent organizations such as Product, Sales, Business Development, Customer Success, and Development to drive outcomes and goals.
  • Develop and implement staffing plans; provide input, coaching, guidance, and mentorship to managers and team members; facilitate cross company collaboration.
  • Pioneer efficiency initiatives to improve the customer experience and reduce operating costs.
  • Act as a forward-thinking leader to support and find solutions for new customers and/or new product initiatives.

What You Need:

  • Bachelor’s degree
  • Experience leading front line managers and/or supervisors
  • Experience with industry regulatory contacts and VoIP service providers.  
  • Demonstrated experience in defining and managing KPIs and quality assurance.
  • Demonstrated industry expert level knowledge leading/managing telephone number inventory management program.
  • Must have experience and passion in providing a world-class customer experience.
  • Excellent motivation, team-building, and leadership skills. 
  • Excellent communication (both verbal and written), and presentation skills.
  • Ability to create process-oriented and scaled solutions to the business.
  • Ability to think creatively and resolve problems effectively

The Whole Person Promise: 

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

  • 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
  • All new hires receive four weeks of PTO.
  • PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
  • Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
  • “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
  • 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

 

Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.

 

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