Manager, Number Support Group

The Manager, Number Support Group leads the analysts and Team Leads who run local, toll-free, international, and inventory number operations within the Number Support Group. The Manager owns the customer's number support experience, measured by SLA, CSAT, and order cycle time, serves as the escalation point for complex customer issues and incidents, and works with Product, Engineering, and Customer Success to fix root causes. The role fits an operations leader with deep number support experience who has built and coached teams across time zones.

Responsibilities

Lead daily operations within the team across all number support functions: local porting, toll-free porting, international porting, and number inventory management; Set and manage team performance against key metrics including SLA, CSAT, QA scores, ticket resolution time, order cycle time, port completion rate, reject rate, FOC date adherence, and backlog aging, and report results to senior leadership monthly; Hire, coach, and develop Team Leads and analysts, deliver ongoing feedback, manage individual performance, and plan for succession; Serve as the primary escalation point for complex customer issues and critical incidents, participate in MIM for number-related incidents, and own the customer communication; Own relationships with carriers and porting partners and stay current on FCC, NPAC, Somos, and international number rules; Identify and drive process improvement initiatives using operational data, team feedback, and industry best practices, and use automation and AI tooling to reduce manual touches per order and fix recurring defects; Develop and maintain frameworks for workload distribution, scheduling, and capacity forecasting across a geographically distributed team; Conduct quality audits of porting tickets, phone interactions, and orders, delivering actionable feedback to team members and Team Leads; Oversee the creation and maintenance of training materials and internal process documentation; Partner cross-functionally with product, engineering, and customer success teams and run regular team meetings to build team culture across distributed locations; Undertake other duties as assigned to support the Number Support Group's strategic objectives; Lead a geographically distributed team across multiple time zones, with occasional travel required, and participate in an after-hours escalation rotation for customer-impacting incidents

Requirements

5+ years in number porting or number inventory operations; 2+ years leading a team with direct management of Team Leads and analysts; Experience defining, tracking, and managing KPIs to drive operational performance; Experience managing geographically distributed teams across multiple time zones; Hands-on depth in at least two of: local number portability, toll-free porting, international porting, and number inventory management; Working knowledge of carrier processes and the regulations that govern numbering and porting (for example, FCC LNP rules, NPAC, and Somos); Strong communication skills, with the ability to interface with customers, senior leadership, and cross-functional partners; Advanced proficiency in Microsoft Office Suite and Google Workspace, with familiarity in order management and ticketing systems; Strong analytical and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment

Nice to have

Bachelor's degree in Telecommunications, Communications, Business, or a related field; Reducing manual work in porting or order management through automation or AI tooling; NPAC and Somos experience; International numbering regulation; SQL or BI tooling for operational reporting; Process improvement certification, such as Lean or Six Sigma

Benefits

100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses; Four weeks of PTO for all new hires; PTO Embargo, where employees are not allowed to be contacted for work during time off; Additional PTO earned through volunteer hours and Bandwidth challenges; Mahalo moments program granting additional time off for major life events; 90-Minute Workout Lunches and unlimited meetings with an in-house nutritionist