Account Director — Telco Operations Transformation

Tupl•Town of Berlin, NY

6d•Onsite

About The Position

Tupl is seeking an Account Director to expand its engagement with a tier-1 telecommunications operator and ensure its professional services teams deliver measurable value. The role combines ownership of account delivery with responsibility for identifying, shaping, and closing new business. The Account Director will work with client leaders up to the C-suite to transform customer and network operations, including operational processes, organizations, and supporting information systems. The role focuses on applying automation and AI in production and ensuring that operational changes are adopted and produce measurable business outcomes. The position owns program scope, staffing, quality, timelines, and margin; leads transformation programs from diagnosis through solution design, go-live, and impact tracking; and oversees change management. It also builds business cases and reports realized value to executive sponsors. For account growth, the Account Director owns the account plan and forecast, leads proposals and statements of work with sales and product teams, and brings client needs into the product roadmap. The position requires U.S. work authorization and the ability to work on-site in Dallas.

Requirements

At least 8 years of experience in telecom operations transformation.
At least 3 years at Manager, Senior Manager, or Director level (or equivalent) at a leading technology and transformation consulting firm.
A track record leading transformation programs at tier-1 operators; North American experience is stated as ideal.
Hands-on experience redesigning operational processes and organizations and translating them into information-system requirements.
Deep knowledge of telco operational domains, including Customer Care, CEM, NOC, field operations, and RAN Operations.
First-hand understanding of how automation and AI reshape operating models, headcount, and roles, and of the change management required.
Experience managing multidisciplinary delivery teams and owning program P&L.
A proven record of growing accounts by originating, shaping, and closing new work with existing clients.
Credibility with client stakeholders from the operations floor to the C-suite.
A results-oriented mindset anchored in business value.
Legal authorization to work in the U.S.
Ability to work on-site in Dallas.

Nice To Haves

Experience on the operator side in an operations or transformation role at a tier-1 carrier.
Familiarity with governed, hybrid automation architectures combining agentic reasoning with deterministic, rules-based execution.
Exposure to automation platforms such as RPA, iPaaS, and workflow engines, and to TM Forum frameworks such as eTOM and ODA.
Experience moving from a consulting firm to a product company, or selling services around a software platform.

Responsibilities

Own professional services delivery on the account, including scope, staffing, quality, timelines, and margin.
Lead end-to-end operations transformation programs, from diagnosing operational inefficiencies through solution design, go-live, and post-deployment impact tracking.
Redesign operational processes and organizations around automation and AI agents, including roles, governance, and ways of working.
Translate process and organizational changes into requirements for client information systems, including OSS/BSS, ticketing, workforce management, and data platforms.
Own change management to ensure automations are adopted after deployment.
Build business cases with the client based on cost reduction, time acceleration, and quality gains, and report realized value to executive sponsors.
Build trusted relationships with operations, technology, and transformation leaders up to the C-suite.
Identify and shape opportunities in operational domains where Tupl is not yet engaged.
Lead proposals and statements of work from opportunity qualification through closing, in collaboration with sales and product teams.
Own the account plan and forecast, and communicate client needs to the product roadmap.