Sr. Manager, Phones Implementation

PetDesk

3d•$108,000 - $124,000

About The Position

As the Senior Manager of Phones Implementations at PetDesk, you will lead an implementation team responsible for managing the deployment and integration of our VoIP solutions to veterinary practices. Your primary responsibility will be to ensure a seamless onboarding experience for our customers, from following the initial purchase of their phone systems to the successful setup of their infrastructure, often alongside PetDesk Saas solutions. This leadership role requires technical expertise, operational management skills, and customer service excellence. You will work closely with cross-functional teams, including Sales, Implementation Build Teams, Customer Success and Support, to deliver a smooth and efficient implementation experience for our veterinary customers.

Requirements

7+ years of experience in VoIP implementation or a similar technical project management role, preferably within a SaaS environment
5+ years of experience leading and developing high-performing teams, with full ownership of hiring, coaching and performance management
Proven team leadership experience, including managing international contractors and full responsibility for hiring and performance management
Strong understanding of VoIP technologies, network infrastructure, and telecommunication systems. Familiarity with cloud-based phone systems is a plus
Experience working with external vendors
Proven ability to analyze trends and collaborate across all management levels to drive data-informed decisions and team strategy
Excellent communication and interpersonal skills, with a strong focus on delivering customer excellence
Ability to troubleshoot technical issues and deliver effective solutions under pressure
Proven success implementing, using, and optimizing with Salesforce, Wrike, Monday, Hubspot, or Customer Success software (i.e. ChurnZero)

Responsibilities

Scale the Implementation team to support 2x growth while maintaining quality and efficiency
Develop and execute the implementation strategy for Phones + SaaS integrated product line
Oversee all aspects of the VoIP implementation process, from initial planning to final execution, continuously refining workflows to improve efficiency and customer satisfaction
Design scalable onboarding and deployment frameworks, establishing implementation KPIs and operational metrics to measure speed, quality and customer service
Drive crossâfunctional planning for product launches, aligning teams on timelines, processes, and implementation readiness
Own capacity planning and hiring roadmap while developing a strong bench of Team Leads and Managers
Lead, coach and performance-manage a team of 7-10 implementation specialists, ensuring they have the support and resources to deliver exceptional service and meet project deadlines
Regularly evaluate current implementation processes by listening to customer calls, identifying gaps or inefficiencies, and leading efforts to optimize and standardize best practices across the team
Work closely with Sales, Build, Customer Success, Support, and other teams to coordinate resources, timelines, and deliverables, ensuring alignment with customer needs and company objectives
Act as the escalation point for complex implementation challenges, proactively resolving technical issues and keeping projects on track
Ensure thorough documentation of project progress, regularly update stakeholders and maintain transparency throughout the implementation process