Back to jobs
New

Senior Director, Service Delivery & Support, AirDial

Remote, US

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all. 

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) 
  • 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).

United States Pay Range

$130,000 - $190,000 USD

Create a Job Alert

Interested in building your career at Ooma? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Ooma’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.