[Hiring] Senior Manager, Telephony @Imagine Pediatrics

Role Description

As the Senior Manager, Telephony, you will oversee all strategic and operational aspects of the enterprise telephony and telecom portfolio. This includes ownership of the products, services, and technical support teams responsible for administering the portfolio and delivering exceptional service to customers and internal stakeholders.

• Enterprise contact center platforms
• Call center backup and resiliency systems
• Peripheral systems supporting caller ID, brand protection, and SMS communications
• Multi-language communication and engagement technologies
• Corporate cellular, mobility, and satellite communication services

As a key leader within the Technology organization, you will ensure that all services and technologies within your domain meet or exceed business expectations in the areas of modernization, scalability, operational efficiency, vendor and product performance, and financial stewardship.

You will recruit, hire and build out the team/function, provide direct leadership and performance management for the team, including coaching, mentorship, and development planning. Additionally, you will serve as the primary representative and escalation point for all telephony and telecom service matters.

Reporting to the Vice President of IT Infrastructure, you will bring deep telephony and telecom experience, strong technical acumen, and proven people-leadership capabilities. You will be accountable for end-to-end operational ownership, service delivery excellence, and strategic evolution of the telephony and telecom services function.

Qualifications

• A minimum of 5+ years of experience as leader within a corporate telephony / call center service line.
• 5+ years of experience as a people manager.
• Advanced skills in innovative thinking, collaboration, emotional intelligence, critical thinking, continuous improvement, and corporate strategy.
• Extensive experience and knowledge of healthcare practice and security standards such as HIPPA, HITECH, and HITRUST.
• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Excellent analytical and problem-solving skills.
• Ability to manage multiple priorities and demands daily.
• Able to work with users at all levels of technical skills and abilities.
• Advanced level understanding of enterprise telephony / telecom products.

Requirements

• Examples of telephony products: Talkdesk, GoToConnect, CallerID Reputation, First Horizon, Cellular carrier service providers (Verizon, ATT), and SMS communication technologies such as Iterable.
• Incident and Request Ticketing examples: Jira, ServiceNow.
• Cellular Services examples: MS Intune, Airwatch.
• Process Management examples: Confluence, ClickUp.

Benefits

• The base salary for this position ranges from $110,000 - $140,000.
• Competitive medical, dental, and vision insurance.
• Healthcare and Dependent Care FSA; Company-funded HSA.
• 401(k) with 4% match, vested 100% from day one.
• Employer-paid short and long-term disability.
• Life insurance at 1x annual salary.
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays.
• Paid new parent leave.
• Additional benefits to be detailed in offer.

Company Description

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care.

• We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.