Director, Implementation Operations

Tangoe is the leading Technology Expense Management company in the industry. We specialize in providing innovative expense management solutions and services to businesses in the enterprise and mid-enterprise segment. With a commitment to innovation and customer success, we are dedicated to helping enterprise organizations navigate the complexities of Cloud, Mobile and Fixed expense management all while maintaining a focus on their own strategic goals. Our cloud platform empowers organizations to optimize their cloud costs, enhance financial efficiency, and maximize the value of their cloud investments. As a customer-focused and growth-oriented company, we are committed to delivering exceptional solutions that drive measurable results.

What you’ll do:

The Director, Implementation Operations is a change agent accountable for delivering performance excellence through the execution of continuous improvement initiatives across Tangoe's inventory and account onboarding programs.

They are directly responsible for the management and overall development of the customer-facing Project Managers supporting the Inventory Program as well as providing direction to the global inventory teams.

They are responsible for the account onboarding team; ensuring invoices are loaded into Tangoe One to meet project needs.

They recognize that happy customers stay, which means putting customer needs at the center of decision making and driving a “customer-centric” attitude to improve the customer experience.

Responsibilities:

• Deliver against management metrics including inventory builds, account loading and customer satisfaction.
• Coach and develop existing team to improve customer-facing skills, including: Instituting a "customer-centric" perspective focusing on the customer experience; Deploying best practices to improve the presentation of results to our customers; Developing programs to build confidence in our services back to our customers; Inventing new artifacts to better show project progress back to our customers.
• Help to transition all transactional work from the PMs and Project Leads to the inventory building global support team.
• Partner with the Global Process Owner for Inventory Data Gathering & Building to: Iteratively and continuously improve both the front and back-office interface & deliver results; Design and deploy new standard documentation on how projects should be transitioned to the global support teams supporting the build work; and serve as an internal point-of-escalation.
• Institute and maintain a customer triage/escalation process for inventory projects.
• Partner closely with sales and solutions architects to help answer customer questions in the sales process. They should be comfortable joining a session with a customer during the sales cycle to articulate how the managed inventory program is supported at Tangoe.
• Drive innovation on new, better, more effective ways to deliver inventory services to customers. The Inventory Director should be at the forefront of understanding what customers are expecting from an Inventory program, and then able to rally the necessary cross-functional resources to potentially deliver something new.
• Provide and mentor leadership and management of resources and functions for new and existing projects.
• Leverage a combination of data analytics/statistical analysis, and customer/departmental feedback to transform the delivery experience.

Who you are:

• Bachelor’s degree or equivalent experience.
• 2+ years of relevant Tangoe experience or are a current Tangoe employee.
• 7+ years of experience in Service Delivery or Customer Experience role.
• 5+ years managing teams.
• Extensive knowledge of telecommunications inventory, including understanding of CSRs.
• Customer facing skills.
• Proficient with business applications and Microsoft Office applications (Excel, Word, Access, Outlook, PowerPoint).
• Excellent written business communication, verbal presentation, and interpersonal skill.
• Must demonstrate sound business judgment and decision-making skills.
• Maintain a mastery level in coaching and motivating individuals to become more proficient in their role.
• Positive attitude with a track record to lead cross organization programs.

Where you'll work:

• Office environment
• Travel <20%

What we offer:

A competitive salary, along with a whole stack of other benefits too! We're ambitious, friendly, driven, and passionate. If you want to be a part of a like-minded team in an evolving, challenging marketplace, then it’s worth us having a chat!

Tangoe Values:

• Accountability: Relentlessly delivers.
• Customer Centricity: Constantly enhances the customer experience.
• Collaboration: Team effectively.
• Transparency: Honest and respectful communication.

More Information About Tangoe:

Tangoe reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state, or local laws. Tangoe is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.

Tangoe is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call (888) 855-2795. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

The law requires Tangoe to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please visit Tangoe’s career page at https://www.tangoe.com/company/careers/.

As a Federal Contractor, Tangoe is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information, please visit Tangoe’s career page at https://www.tangoe.com/company/careers/.

Tangoe will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. For information, please visit Tangoe’s career page at https://www.tangoe.com/company/careers/.

Notice to Recruiters and Agencies: Tangoe prefers to recruit candidates directly, rather than through a third-party recruiter or agency. Do not submit or present your candidate(s) through any means (e-mail, fax, phone, mail, verbal referral) to Tangoe or any employee of Tangoe. In the case of candidate(s) submitted or presented to Tangoe by a recruiter or agency without a signed agreement in place for the specific position or without a specific open requisition, Tangoe explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. To request consideration as a Recruiting Vendor, please contact our recruiting department.