Performance Management: Set and manage team performance against key metrics including SLA, CSAT, QA scores, ticket resolution time, order cycle time, port completion rate, reject rate, FOC date adherence, and backlog aging. Report results to senior leadership monthly.
Talent Development: Hire, coach, and develop Team Leads and analysts. Deliver ongoing feedback, manage individual performance, and plan for succession.
Escalation and Incident Management: Serve as the primary escalation point for complex customer issues and critical incidents across all number support functions. Participate in MIM for number-related incidents and own the customer communication.
Carrier, Vendor, and Regulatory Management: Own relationships with carriers and porting partners. Stay current on FCC, NPAC, Somos, and international number rules that affect customers.
Process Improvement and Automation: Identify and drive process improvement initiatives using operational data, team feedback, and industry best practices. Use automation and AI tooling to reduce manual touches per order and fix recurring defects.
Workforce Planning: Develop and maintain frameworks for workload distribution, scheduling, and capacity forecasting across a geographically distributed team.
Quality Assurance: Conduct quality audits of porting tickets, phone interactions, and orders, delivering actionable feedback to team members and Team Leads.
Training and Documentation: Oversee the creation and maintenance of training materials and internal process documentation.
Collaboration and Culture: Partner cross-functionally with product, engineering, and customer success teams to improve the customer experience and resolve systemic issues. Run regular team meetings to drive communication, share updates, and build team culture across distributed locations.
Undertake other duties as assigned to support the Number Support Group's strategic objectives.
Leads a geographically distributed team across multiple time zones, with occasional travel required. Participates in an after-hours escalation rotation for customer-impacting incidents.
What You Need
Experience
5+ years in number porting or number inventory operations, including 2+ years leading a team with direct management of Team Leads and analysts.
Experience defining, tracking, and managing KPIs to drive operational performance.
Experience managing geographically distributed teams across multiple time zones.
Knowledge
Hands-on depth in at least two of: local number portability, toll-free porting, international porting, and number inventory management.
Working knowledge of carrier processes and the regulations that govern numbering and porting (for example, FCC LNP rules, NPAC, and Somos).
Skills
Strong communication skills, with the ability to interface with customers, senior leadership, and cross-functional partners.
Advanced proficiency in Microsoft Office Suite and Google Workspace, with familiarity in order management and ticketing systems.
Strong analytical and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
Bonus Points
Education
Bachelor’s degree in Telecommunications, Communications, Business, or a related field.
Experience
Reducing manual work in porting or order management through automation or AI tooling.
Knowledge
NPAC and Somos experience. International numbering regulation.
Skills
SQL or BI tooling for operational reporting.
Process improvement certification, such as Lean or Six Sigma.
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.
Applicant Privacy Notice
