Sr. Manager, Phones Implementation

Описание вакансии

About the role:

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.

Apply if you're excited to:

• 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 cross‑functional 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

About you:

• 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)

Benefits & Perks:

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5%
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Flexible Time Off & 12 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.