Manager, Global Service Delivery Team at Bandwidth

Raleigh, North Carolina, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, Software, CommunicationsIndustries

Requirements

4-year college degree required
5+ years of experience in customer-facing account management, service delivery, or program management roles
2+ years of experience managing or leading a customer-facing team
Proven ability to influence C-Level stakeholders and manage strategic accounts with significant revenue impact
Strong understanding of program management, VoIP, routing, Local Number Portability (LNP), and enterprise account management
Knowledge of operational frameworks, performance metrics, and customer success methodologies
Demonstrated leadership skills, including coaching, mentoring, and team development
Strong project management and problem-solving skills
Excellent communication and executive presentation abilities
Experience in managing complex and challenging relationships, technical project management, API

Responsibilities

Lead, coach, and mentor a team of Service Delivery Managers to deliver world-class service, customer satisfaction, and measurable business outcomes. Foster a culture of accountability, professional development, and proactive engagement
Evolve the Service Delivery approach from reactive problem-solving to proactive, consultative customer partnership—empowering the team to anticipate customer challenges and identify opportunities to accelerate success
Conduct regular coaching sessions and performance reviews, fostering a culture of professional development, accountability, and operational excellence
Partner cross-functionally with Sales, Product, and Operations to align on customer account strategies, promote seamless coordination, and drive adoption of Bandwidth’s platform and services
Monitor team performance through KPIs and metrics, identifying trends and developing action plans to improve efficiency, customer satisfaction, and retention
Act as an escalation point for complex or high-visibility customer issues, ensuring timely resolution and appropriate internal visibility
Standardize and optimize processes across the Service Delivery team through playbooks, best practices, and operational frameworks to promote efficiency and scalability
Use customer feedback and team insight to identify product improvements, process refinements, and strategic opportunities for innovation across Customer Success
Contribute to the team’s transformation initiatives, championing Bandwidth’s shift from a traditional telecom service model to a proactive, software-driven customer engagement experience

Skills

Key technologies and capabilities for this role

Team LeadershipCustomer SuccessService DeliveryAccount ManagementCross-functional CollaborationTalent DevelopmentProcess ScalingConsultative SellingCustomer AdvocacyProactive Engagement

Questions & Answers

Common questions about this position

What is the salary or compensation for the Manager, Global Service Delivery Team role?

This information is not specified in the job description.

Is this position remote or does it require office work?

This information is not specified in the job description.

What key skills are needed for the Manager, Global Service Delivery Team role?

Key skills include leadership and coaching of Service Delivery Managers, cross-functional partnership with Sales, Product, and Operations, process optimization through playbooks and frameworks, performance monitoring via KPIs, and driving proactive customer engagement.

What is the company culture like at Bandwidth?

Bandwidth celebrates differences, encourages BANDmates to be their authentic selves, and fosters a culture of accountability, professional development, proactive engagement, and operational excellence.

What makes a strong candidate for this Manager role?

A strong candidate excels in transforming reactive support into proactive partnerships, leading and developing talent, partnering cross-functionally, optimizing processes, and driving customer satisfaction through metrics and feedback.

Bandwidth

Cloud-based voice and messaging services

About Bandwidth

Bandwidth provides voice, messaging, and emergency services through cloud-based solutions tailored for businesses, including enterprises, service providers, and application developers. Their services allow clients to integrate reliable communication capabilities into their applications and systems. Bandwidth's offerings include voice calling, text messaging, and emergency calling, all designed to ensure high reliability and scalability, which are essential for uninterrupted communication. The company generates revenue through subscription models, where clients pay a recurring fee, and usage-based models, where charges are based on the volume of calls or messages. Regular maintenance and updates are conducted to enhance service performance and reliability. Bandwidth's goal is to deliver dependable communication solutions that meet the evolving needs of businesses in a competitive telecommunications market.

Raleigh, North CarolinaHeadquarters

2005Year Founded

$19.9MTotal Funding

IPOCompany Stage

Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

100% Medical & Dental Coverage

401(k) & College Savings Plan

PTO with Email Embargo

Free Gym Membership

90 Minute Workout Lunches

Employee Development Opportunities

Risks

Emerging CPaaS providers offering lower-cost services threaten Bandwidth's market share.

Rapid AI advancements may outpace Bandwidth's current capabilities, risking competitive edge loss.

Potential regulatory changes in data privacy laws could increase Bandwidth's compliance costs.

Differentiation

Bandwidth offers a unique owner-operated network with global reach and regulatory expertise.

The company integrates AI-ready capabilities into its cloud communications platform, Maestro.

Bandwidth's focus on secure and compliant communication solutions sets it apart in the market.

Upsides

Growing demand for CPaaS solutions boosts Bandwidth's market potential and revenue growth.

AI-driven communication tools enhance customer experience and operational efficiency for Bandwidth.

5G network expansion globally enhances the quality and speed of Bandwidth's services.

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