Senior Director, Service Delivery & Support, AirDial

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 to enhance efficiency and customer experience