Senior Manager, Telephony

Imagine Pediatrics

2d•$110,000 - $140,000

About The Position

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity. As the Senior Manager, Telephony, you will oversee all strategic and operational aspects of the enterprise telephony and telecom portfolio. This includes ownership of the products, services, and technical support teams responsible for administering the portfolio and delivering exceptional service to customers and internal stakeholders. This portfolio encompasses but is not limited to: - Enterprise contact center platforms - Call center backup and resiliency systems - Peripheral systems supporting caller ID, brand protection, and SMS communications - Multi‑language communication and engagement technologies - Corporate cellular, mobility, and satellite communication services. As a key leader within the Technology organization, you will ensure that all services and technologies within your domain meet or exceed business expectations in the areas of modernization, scalability, operational efficiency, vendor and product performance, and financial stewardship. You will recruit, hire and build out the team/function, provide direct leadership and performance management for the team, including coaching, mentorship, and development planning. Additionally, you will serve as the primary representative and escalation point for all telephony and telecom service matters. Reporting to the Vice President of IT Infrastructure, you will bring deep telephony and telecom experience, strong technical acumen, and proven people‑leadership capabilities. You will be accountable for end‑to-end operational ownership, service delivery excellence, and strategic evolution of the telephony and telecom services function

Requirements

A minimum of 5+ years of experience as leader within a corporate telephony / call center service line.
5+ years of experience as a people manager.
Advanced skills in innovative thinking, collaboration, emotional intelligence, critical thinking, continuous improvement, and corporate strategy.
Extensive experience and knowledge of healthcare practice and security standards such as HIPPA, HITECH, and HITRUST and how these regulations govern the work performed by the technical services team.
Excellent written and verbal communication skills with a passion to assist Imagine Pediatrics team members in times of need.
Excellent customer service skills and a unique ability to engage the customer with empathy and care.
Excellent analytical and problem-solving skills and experience solving complex technical problems and defining and implementing resolutions.
Ability to manage multiple priorities and demands daily and ability to appropriately delegate and assign work based on resource capacity and resource proficiency.
Able to work with users at all levels of technical skills and abilities.
Advanced level understanding of enterprise telephony / telecom products.
Examples: Talkdesk, GoToConnect, CallerID Reputation, First Horizon, Cellular carrier service providers (Verizon, ATT), and SMS communication technologies such as Iterable.
Incident and Request Ticketing Examples: Jira, ServiceNow
Cellular Services (cell phone management systems – MDM) Examples: MS Intune, Airwatch
Process Management Examples: Confluence, ClickUp

Responsibilities

Accountable for all service line operational management duties which include but are not limited to: System administration management (product portfolio)
Vendor / product performance management, product license management, product lifecycle management, and finance management
Technology enhancements, expansions, and upgrade management
Service line operational performance; technology performance and resource performance management.
Manage the corporate budget in service areas of accountability to ensure products and services are monitored and managed against budget expectations and in support of expansion and contraction of the organizational workforce.
Create a systematic approach to supporting the organization's telephony / telecom goals, processes, and technologies.
Serve as technical liaison to engagement, outreach, business, and clinical delivery teams ensuring all products and services are meeting their expectations.
Serve as technology champion recognizing the needs of key customer stakeholders and deploying solutions that improve their performance and efficiency. This may include leveraging existing products or conducting industry research to bring in technology or services that will meet or exceed business needs.
Partner w/ business and clinical leadership to understand business needs, metrics and KPI and strategize to create telephony solutions to meet those needs. and then build that out a little bit more.
Work with vendors to maximize return on investment for products and assess best fit for current and future technology purchases. Develop strategy and plan to lead contract renewal efforts. Advocate for telephony strategy at budget and contract negotiations.
Continually evaluate and improve products, services, processes, etc. through incremental and breakthrough improvements. Stay abreast of new trends and technologies that may offer better solutions.
Accountable for supporting and implementing telephony services required to support new market launches. This will include testing deployments / configurations ensuring they are working as expected by the business stakeholders.
Brings years of experience to help lead the corporate Telephony strategy
Assesses skills and staffing requirements / builds out necessary headcount to support service line
Oversees team responsible for call routing architecture
Evaluates new telephony technologies and defines the portfolio roadmap
Ensure system (s) integration with corporate networks, user identities, security and compliance requirements, and endpoint technologies (laptops, mobile phones)
Provide after-hours assistance as needed or via an On-Call after-hours pre-defined schedule.
Lead, manage, and direct the work efforts and assignments for telephony support team resources
Provide one-on-one mentorship, professional development, and career advancement support to ensure team members are building skills that support their job expectations and the overall success of the business.
Provide leadership to inspire the team through significant changes such as vision creation, inspiring others, mobilizing support, facilitating adoption, and agile decision-making.
Drive cross-functional collaboration and identify areas of potential or existing conflict. When conflict occurs, evaluate, prioritize, and communicate shared or perceived issues to the appropriate internal and external partners.
Practice empathy, demonstrate self-awareness, and modify approach based on the audience.
Other duties as assigned.