Senior Manager, Number Operations - France Remote at Aircall

France

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Telecommunications, SaaS, Customer ExperienceIndustries

Requirements

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

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

Skills

Key technologies and capabilities for this role

Number OperationsCarrier RelationsRegulatory ComplianceNumber PortingNumber PurchasingCustomer SupportTeam LeadershipAutomationSelf-ServiceUX FlowsProduct CollaborationEngineering PartnershipLegal Compliance

Questions & Answers

Common questions about this position

Is this role remote?

Yes, this is a remote position based in France.

What is the team size for the Number Operations team?

The global Number Operations team consists of 20 individual contributors, managers, and contractors.

What does the company culture at Aircall emphasize?

Aircall emphasizes customer obsession, continuous learning, delivering extraordinary outcomes, open collaboration, taking ownership, and making smart decisions with speed and precision in a fast-paced, team-driven environment where curiosity, trust, and impact matter.

What leadership experience is required for this role?

The role requires being a hands-on, highly talented seasoned leader to lead and mentor a global team, foster operational excellence and innovation, build OKRs, own escalations, manage carrier relationships, handle compliance projects, and partner with Product.

What makes a strong candidate for this Senior Manager role?

A strong candidate will have strong Number Operations expertise, experience leading global teams, and the ability to influence strategy, manage cross-functional partnerships with Product, Engineering, Legal, and carriers, while thriving in a fast-paced environment.

Aircall

Cloud-based phone system for businesses

About Aircall

Aircall provides a cloud-based phone system that helps businesses manage their voice communications effectively. The platform includes features such as call monitoring, call routing, and the ability to sync data with other business tools like Customer Relationship Management (CRM) systems and helpdesks. It is designed for small to medium-sized businesses (SMBs) and enterprises that need a scalable solution for handling a high volume of calls. Aircall operates on a subscription-based model, where clients pay a recurring fee based on the number of users and features they need. This model allows for continuous updates and support. Additionally, Aircall has an app marketplace where third-party developers can create integrations, enhancing the platform's functionality and providing extra revenue opportunities. The goal of Aircall is to streamline communication for businesses and improve their operational efficiency.

New York City, New YorkHeadquarters

2014Year Founded

$219.4MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Food Allowance

Snacks & Drinks

Medical Insurance

Competitive Salary

Flexible remote policy

Retirement Savings Plan

Outings & Events

Fitness Fund

Commuter Benefits

Referral Bonus

Risks

Emerging AI-driven platforms may surpass Aircall's current feature set, threatening market share.

Economic downturns could reduce SMB spending on communication tools, impacting revenue.

Privacy regulations in the EU may increase compliance costs for Aircall.

Differentiation

Aircall offers seamless integration with CRM and helpdesk tools for efficient communication.

The platform supports multilingual capabilities, enhancing global reach and customer service.

Aircall's subscription model provides steady revenue and continuous updates for users.

Upsides

Growing demand for AI-driven customer service solutions aligns with Aircall's offerings.

The rise of remote work increases the need for cloud-based communication tools like Aircall.

Projected growth in cloud telephony services presents expansion opportunities for Aircall.

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