Job Summary

At OnSolve, the Service Delivery Manager is responsible for overseeing the customer experience of OnSolve's SMS, voice, and other major notification modalities. This includes interacting with vendors and carriers, ensuring internal support processes are efficient, customers have proper documentation, and internal teams have proper training to support customer questions and concerns as it relates to the entire experience of using SMS and Voice with OnSolve's platform. This role is a leadership function within OnSolve's Customer Care Support organization. The ideal candidate will have working expertise in the telecom function within a SaaS organization and will possess the drive to find solutions and efficiencies throughout the entire telecom workflow to the benefit of OnSolve and its customers. They will also be able to communicate and build relationships with all levels of the business from senior leadership to technical engineers. They will exhibit a passion for excellent customer experiences and building lasting customer relationships.

Responsibilities

• Responsible for managing the telecom channel within OnSolve including helping the team to:
• Monitoring the support queue for SMS and Voice tickets/trends
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Monitoring notification delivery performance and quality to proactively address and/or escalate issues.
• Leads investigation and resolution of complex and/or chronic customer issues related to service delivery - partnering with the appropriate partners internally and externally.
• Helps oversee the system and application configurations made by the tech teams, monitoring the change control process for voice, SMS, and other major modalities such as ANI configurations, carrier routing tables, etc.
• Escalating trends of larger issues to Product Management and Engineering Management
• Responsible for recommending engineering changes to reduce tickets in support.
• Help balance cost savings initiatives with customer satisfaction and delivery of SMS and voice.
• Documentation of important processes/procedures related to SMS and voice.
• Perform team training exercises as needed.
• Identify and communicate changes in the way B2P SMS/Voice is delivered both domestically and internationally.
• Ensure customer-facing documentation is updated to reflect the recommended industry standard best practices usage to yield the expected delivery rates.
• Identify system enhancements that will allow customers to achieve the necessary configurations to reach their delivery objectives Be aware of and communicate carrier-wide disruptions that may cause last-mile delivery issues to our customers and internal stakeholders.
• Other duties as assigned.

Qualifications

• A bachelor's degree or higher in software engineering, computer science, information technology, information systems, computer engineering, or similar
• Demonstrable experience as an application support in a related technical field
• Ability to document configuration changes and monitor SMS and voice delivery performance.
• Proficiency in understanding the causes of errors in SMS and voice delivery and communicating them to both internal teams as well as customers.
• Knowledge of the entire software development lifecycle
• Exceptional communication skills with all technical levels as well as all customer sizes
• Proven ability to liaise across an organization including executive leadership.

Additional Desired Skills or Experience

• Experience participating in Lean/Agile team workflows, using Kanban/SCRUM processes.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed