22,000 customers. Num Ops closely partners with Carrier Relations (new carrier onboarding, new regulatory requirements implementation), Product & Engineering (in-product self-service, automation, UX number flows), Legal and customer-facing teams such as Success and Sales. Reporting to the VP, Customer Support & Experience and being a permanent member of the Support Leadership staff, you will bring strong Number Operations expertise and views to influence the direction of Aircall's number management strategy, and ensure that Num Ops constraints, challenges, risks and opportunities are always surfaced, understood and addressed.Responsibilities Lead and mentor a integral team of 20 individual contributors, managers and contractors, fostering a culture of operational excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domainsBuild the quarterly Number Operations OKRs in close collaboration with Product, Carrier Relations and Support Ops and be accountable for OKR execution, meeting and exceeding operational targets (SLA, CSAT, TTR)Own customer escalations as neededBuild and maintain solid relationships with carrier partners, collaborating with them on regular basisProject manage ad hoc KYC/compliance requests, in close collaboration with Legal, ensuring service continuity and adherence to regulatory requirements for all Aircall customersPartner with Product to identify and advocate for in-product UX improvements, process automation and AHT reduction opportunities in the Number Operations ecosystemPartner with VP and Support Leadership on capacity planning, forecasting and budgetingProactively identify areas of leverage,



develop strategies and execute plans to improve systems, workflows and processes in a data-driven fashion, in an effort to increase our organization productivity and effectiveness while maintaining a world-class support experience Qualifications 5+ years experience in Number Operations, Carrier Operations or equivalent, preferably in a high-growth Saa S environment2+ years in a management role, with experience hiring and developing high-performing teamsAdvanced proficiency with customer support technologies and tools like Zendesk (multi-channel management) as well as Carrier Portal solutionsAdvanced project management experience, with a track record of large projects successfully delivered and an ability to manage multiple timelines and commitmentsVery analytical and data-driven, with proficiency with Gsheet and Looker, SQL a plusDemonstrated ability to lead multiple cross-functional technical projects and deliver measurable resultsCreative problem solver and are able to identify obstacles and viable solutionsProactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownershipExceptional written and verbal communication skills,



including the ability to translate technical concepts for non-technical stakeholdersYou have the ability to build deep ongoing relationships and collaborate with various stakeholders (Cx Os, VPs, Directors, Managers from all functions) Why join us? Key moment to join Aircall in terms of growth and opportunitiesOur people matter, work-life balance is important at AircallFast-learning environment, entrepreneurial and strong team spirit45+ Nationalities: cosmopolite & multi-cultural mindsetCompetitive salary package & benefits DE&I; Statement:At Aircall, we believe diversity, equity and inclusion - irrespective of origins, identity, background and orientations - are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We're working to create a place filled with diverse people who can enrich and learn from one another. We're committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.Senior Manager, Number Operations -

Madrid, Kingdom Of Spain, ES#J-18808-Ljbffr

📌 Senior Manager, Number Operations (Madrid)
🏢 Aircall
📍 Madrid