Senior Director, BSS Transformation

Vonage

3d • $220,000 - $290,000

About The Position

Vonage is transforming its business support systems across lead-to-cash, billing, rating, customer identity, account management, data, analytics and platform services. The Senior Director, BSS Transformation provides senior direction and momentum to simplify and modernize this landscape, ensuring platform decisions support scale, resilience, commercial growth and customer experience.

The role owns the transformation roadmap, governance, budget and risk management, and acts as a senior business and product voice for the programme. It aligns stakeholders across business and technology functions, leads vendor evaluation and validation, and drives the end-to-end process changes needed to support future-state BSS capabilities. The role also works with the Sr. Director of BSS to ground the roadmap in the current landscape and prevent new functionality from being added to legacy systems.

Requirements

• Senior experience leading large-scale BSS, OSS, lead-to-cash, billing, rating, CRM, identity or platform-services transformation programmes.
• Ability to shape strategy, establish governance, align senior stakeholders and turn ambiguous needs into clear priorities.
• Hands-on experience in end-to-end business process transformation and re-engineering across multiple stakeholder groups, including change and adoption of ownership.
• Strong understanding of enterprise SaaS and back-office systems, including CRM, billing, rating, analytics, identity, APIs and integration architecture.
• Proven ability to make trade-offs across scope, sequencing, investment, risk, technical debt and business value.
• Credibility with senior technical, product, commercial and operational stakeholders, with the ability to influence without direct line authority.

Nice To Haves

• Background in telecoms, CPaaS, UCaaS, SaaS or other high-volume transactional technology environments.
• Experience with systems migration, platform consolidation, acquisition integration or business process re-engineering.
• Familiarity with scaled agile delivery, product operating models, transformation governance, data models, APIs and integration patterns.

Responsibilities

• Define and own the BSS transformation roadmap, aligned with commercial, operational and customer experience ambitions.
• Translate business needs across lead-to-cash, billing, rating, identity, account management, data and platform services into priorities and design principles.
• Challenge legacy ways of working and drive toward a simpler, more scalable and better-integrated future-state BSS landscape.
• Establish and lead governance, controls and decision-making mechanisms to keep execution aligned with approved strategy, scope, roadmap and architecture.
• Maintain a clear separation between transformation and BAU while connecting with operational teams on migration, adoption and change impacts.
• Partner with the Sr. Director of BSS to ground the roadmap in the current-state landscape and prevent net-new functionality from being added to legacy systems.
• Own transformation budget forecasting and spend tracking, and align investment decisions with priorities and business value.
• Own risk identification, mitigation planning and escalation across workstreams.
• Partner with Product, Engineering, Architecture, Operations, Finance, Sales and Commercial teams to align scope, sequencing, dependencies and delivery outcomes.
• Act as the senior business and product voice for the transformation, connecting platform decisions to commercial impact, operational efficiency and customer value.
• Lead vendor evaluation, including RFPs/RFIs, evaluation criteria, response coordination and structured selection aligned with transformation objectives.
• Drive time-boxed validation of vendor capabilities, integration feasibility and technical fit before platform commitments are made.
• Work with stakeholders across functions to identify, document and roll out end-to-end process changes required to support future-state BSS capabilities.

Benefits

• Medical, Dental & Vision Insurance
• 401(k)
• Ericsson Care Line
• Discretionary Time Off (DTO)/Hourly Paid Time Off (PTO)
• Volunteer Time (VTO)
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.

What This Job Offers

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