Manager, Number Support Group

Bandwidth • Raleigh, NC

1d

About The Position

The Manager, Number Support Group leads the analysts and Team Leads responsible for local, toll-free, international, and inventory number operations. The manager owns the customer number-support experience, measured by service-level agreements (SLAs), customer satisfaction (CSAT), and order cycle time. This person is the escalation point for complex customer issues and incidents and works with Product, Engineering, and Customer Success to address root causes. The position is suited to an operations leader with deep number-support experience who has built and coached teams across time zones.

The manager oversees daily team operations, performance management, talent development, incident response, carrier and vendor relationships, regulatory awareness, process improvement, workforce planning, quality assurance, training documentation, and cross-functional collaboration. The role leads a geographically distributed team across multiple time zones, requires occasional travel, and participates in an after-hours escalation rotation for customer-impacting incidents.

Requirements

• 5+ years of experience in number porting or number inventory operations.
• 2+ years leading a team, including direct management of Team Leads and analysts.
• Experience defining, tracking, and managing KPIs to drive operational performance.
• Experience managing geographically distributed teams across multiple time zones.
• Hands-on depth in at least two of the following: local number portability, toll-free porting, international porting, and number inventory management.
• Working knowledge of carrier processes and regulations governing numbering and porting, such as FCC LNP rules, NPAC, and Somos.
• Strong communication skills and ability to interface with customers, senior leadership, and cross-functional partners.
• Advanced proficiency in Microsoft Office Suite and Google Workspace.
• Familiarity with order management and ticketing systems.
• Strong analytical and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• Bachelor’s degree in Telecommunications, Communications, Business, or a related field.
• Experience reducing manual work in porting or order management through automation or AI tooling.
• NPAC and Somos experience.
• Knowledge of international numbering regulation.
• SQL or BI tooling experience for operational reporting.
• Process improvement certification, such as Lean or Six Sigma.

Responsibilities

• Lead daily operations across local porting, toll-free porting, international porting, and number inventory management.
• Set and manage performance against metrics including SLA, CSAT, QA scores, ticket resolution time, order cycle time, port completion rate, reject rate, FOC date adherence, and backlog aging; report results to senior leadership monthly.
• Hire, coach, and develop Team Leads and analysts; provide ongoing feedback, manage individual performance, and plan for succession.
• Serve as the primary escalation point for complex customer issues and critical incidents across number-support functions.
• Participate in MIM for number-related incidents and own customer communication.
• Own relationships with carriers and porting partners, and stay current on FCC, NPAC, Somos, and international number rules affecting customers.
• Identify and drive process improvements using operational data, team feedback, and industry best practices.
• Use automation and AI tooling to reduce manual touches per order and fix recurring defects.
• Develop and maintain frameworks for workload distribution, scheduling, and capacity forecasting across a geographically distributed team.
• Conduct quality audits of porting tickets, phone interactions, and orders, and provide actionable feedback to team members and Team Leads.
• Oversee the creation and maintenance of training materials and internal process documentation.
• Partner with Product, Engineering, and Customer Success to improve customer experience and resolve systemic issues.
• Run regular team meetings to support communication, share updates, and build team culture across distributed locations.
• Undertake other duties as assigned to support the Number Support Group's strategic objectives.
• Lead a geographically distributed team across multiple time zones, with occasional travel required.
• Participate in an after-hours escalation rotation for customer-impacting incidents.

Benefits

• 100% company-paid medical, vision, and dental coverage for employees and their families, with low deductibles and low out-of-pocket expenses.
• Four weeks of PTO for all new hires.
• PTO policy embargoing employees from work interruptions while taking time off.
• Additional PTO opportunities through volunteer hours and Bandwidth challenges.
• Mahalo Moments additional time off for significant life events.
• 90-minute workout lunches.
• Unlimited meetings with an in-house nutritionist.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed