Senior Manager, Number Operations - Madrid - Hard Yaka

    Hard Yaka
    Hard Yaka Madrid

    hace 3 días

    Descripción

    Aircall is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale.

    We're redefining what a customer communications platform can be—by combining voice, SMS, WhatsApp, and AI into one seamless workspace.

    Antes de solicitar este puesto, por favor, lea la siguiente información sobre esta oportunidad que encontrará a continuación.

    Our momentum comes from a simple but powerful idea: help every customer-facing team work smarter, not harder.

    Aircall's AI Voice Agent automates routine calls, AI Assist streamlines post-call tasks, and AI Assist Pro delivers real‑time guidance that helps people do their best work.

    The result—companies grow revenue, deliver faster resolutions, and scale service.

    We've built a product customers love and a business that scales fast.

    Aircall operates in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City), and is backed by world‑class investors.

    Our teams are shipping AI innovation faster than ever and expanding across new product lines and markets.


    At Aircall, you'll join a company in motion—ambitious, profitable, and product‑driven—where impact is visible, decisions are fast, and growth is real.


    How We Work at Aircall:
    At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast‑paced, team‑driven environment where curiosity, trust, and impact matter, you'll fit right in

    We are looking for a hands‑on and highly talented seasoned leader to join our extended Support organization and lead our global

    Number Operations team .

    This team is obsessed with offering world‑class support for number‑related customer requests, such as number purchasing, porting and compliance, to our >22,000 customers.

    NumOps 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 NumOps constraints, challenges, risks and opportunities are always surfaced, understood and addressed.

    Responsibilities

    Lead and mentor a global 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 domains

    Build 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 needed

    Build and maintain solid relationships with carrier partners, collaborating with them on regular basis

    Project manage ad hoc KYC/compliance requests, in close collaboration with Legal, ensuring service continuity and adherence to regulatory requirements for all Aircall customers

    Partner with Product to identify and advocate for in‑product UX improvements, process automation and AHT reduction opportunities in the Number Operations ecosystem

    Partner with VP and Support Leadership on capacity planning, forecasting and budgeting

    Proactively 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 SaaS environment

    2+ years in a management role, with experience hiring and developing high‑performing teams

    Advanced proficiency with customer support technologies and tools like Zendesk (multi‑channel management) as well as Carrier Portal solutions

    Advanced project management experience, with a track record of large projects successfully delivered and an ability to manage multiple timelines and commitments

    Very analytical and data‑driven, with proficiency with Gsheet and Looker, SQL a plus

    Demonstrated ability to lead multiple cross‑functional technical projects and deliver measurable results

    Creative problem solver and are able to identify obstacles and viable solutions

    Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership

    Exceptional written and verbal communication skills, including the ability to translate technical concepts for non‑technical stakeholders

    You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)

    Why join us?
    Key moment to join Aircall in terms of growth and opportunities

    Our people matter, work‑life balance is important at Aircall

    Fast‑learning environment, entrepreneurial and strong team spirit

    45+ Nationalities: cosmopolite & multi‑cultural mindset

    Competitive 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. xugodme

    #J-18808-Ljbffr
    Hay opciones de teletrabajo/trabajo desde casa disponibles para este puesto.

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