Director of Number Transfer

Job Type: Full-Time
Location: Denver, CO
Department: Technical Support 

The RingCentral environment is fast paced, high octane, success is driven, team-oriented and committed to growing the business in a virtually untapped market. Do you have the ability to thrive in start-up environment? We are looking for candidates with an entrepreneurial spark!

Job Description:

Responsible for managing the Service Delivery coordination of all activities that contribute to the processing of customer-initiated service installation, service change requests, and activation of these services. Handles all Telephone service order fallouts resulting from LNP (Number Porting) exceptions, and ensures that orders are 100% field ready from a Service Delivery perspective. Responsible for processing customer-initiated and LEC/ILEC/CLEC (Local Exchange Carrier/Incumbent Local Exchange Carrier/Competitive Local Exchange Carrier) initiated port requests to retain a phone number across carriers. Effectively manages all exceptions in a timely manner by contacting the customers if/when required to resolve these exceptions. 

Responsibilities:

• Manage daily activities of Service Delivery Coordinators and Service Delivery Supervisors to ensure group follows defined methods, policies and procedures to process all service orders; ensure achievement of productivity, quality and service delivery performance metrics. 
• Oversee Order Management (OM) performance, including order processing performance metrics, error rates, completion rates, and escalation resolution and customer service responsiveness. 
• Provide guidance to Service Delivery Coordinators with order processing questions and service complaints; answer questions regarding telephone services and products; discuss billing questions and service concerns; provide instruction on troubleshooting techniques, including escalation procedures to be used with trading partners; handle escalated service issues when needed. 
• Collaborate with IT for the development and on-going operational support for provisioning systems (Order Manager and NextGen). 
• As the Service Delivery subject matter expert for all Order Management and Local Number Portability related activities liaise with Product teams and IT for requirements of new product development or enhancements. 
• Liaise with third-party vendors supporting Local Number Portability and fallout resolution. 
• Assist with the budget process; manage departmental expenditures. 
• Hire, evaluate, coach and counsel personnel in the performance of duties; ensure training needs are met; monitor order processing performance for all representatives and provide feedback to supervisors. 
• Interface with other departments to handle customer situations; research customer complaints and process corrected orders into computer systems [includes telephone billing, LEC/ILEC systems, NPAC (Number Portability Administration Center), and CARE (Customer Access Record Exchange)] 
• Oversee and ensure compliance to regulatory requirements in all customer contact, order processing and number portability processing tasks in all telephone markets. 
• Develop order processing practices and policies and ensure compliance with regulatory and company objectives in each telephone market. 
• Ensure department standards regarding courtesy and productivity are maintained and budgeted quotas are met. 
• Perform other duties as required. 

 
Essential Functions:

• Development of enterprise standards and technology architecture and the IT operations governance process with the global infrastructure teams.
• Global Leadership of IT Operations of IT Infrastructure responsible for production, development, and backup systems environments for RingCentral's enterprise systems.
• Global Leadership of IT Service Delivery and processes with the design and implementation of a Global IT support model. 
• Participate in the formulation of the company's enterprise architecture and business system plans; assessing cost and feasibility, and ensuring the plan is aligned with business value. 
• Hands-on technical depth enables direct oversight, problem-solving leadership, and participation for complex infrastructure implementation, system upgrades and operational troubleshooting. 

Qualifications & Skills:

• Ability to lead and navigate in an extremely fast-paced business environment while driving future state vision
• Strong leadership and interpersonal skills, sound judgment, strong analytical skills, and excellent written and verbal communication skills
• Knowledge of all functions and related tasks in the area of telephone service delivery 
• Knowledge of Local Number Portability 
• Knowledge of telephone products and services 
• Knowledge of telephone regulations for customer service and service delivery 
• Knowledge of service troubleshooting diagnostic procedures 
• Knowledge of IP network architecture, equipment, and software 
• Knowledge of general accounting and billing procedures
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, telephone billing systems, etc.) 

Education & Experience:

• Bachelor's degree in business or related field, or equivalent experience related Work Experience Number of Years 
• +10 years of experience in Telecommunications
• +10 years of experience in Local Number Portability
• +7 years of Supervisory experience.
• +5 years of experience in Customer service and Technical Support 
• 3-5 years of International Number Porting experience. 

Tier6