Director, Managed Services – Voice & Onboarding

Segra; Little Rock (AR); Hybrid; USD 116,000 - 145,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) match

Flexible Spending/Health Savings

Tuition reimbursement

Gym reimbursement

Paid holidays

Job summary

Segra is seeking a Director, Managed Services - Voice & Services, a full-time role with a hybrid work arrangement requiring a minimum of three days in an office and two remote days per week. The Director will lead escalation and onboarding teams for Voice, SD-WAN, and Security, driving high-quality service delivery and continuous improvement across the Managed Services portfolio.

The role demands at least 10 years in telecom or technology operations, strong leadership of managers, and deep

Qualifications

• 10+ years of experience in telecommunications, managed services, or technology operations.
• Leadership of technical escalation teams and/or onboarding organizations.
• Strong background in voice services (UCaaS, SIP, SBCs, call routing).
• Experience supporting multi-product managed services environments (voice, networking, security).
• Prior experience leading managers and senior technical staff.

Responsibilities

• Provide executive escalation interface for high-impact customer and platform issues.
• Lead multiple teams across escalation and onboarding functions to deliver reliable service.
• Own processes and outcomes for resolving complex, service-impacting issues at scale.
• Oversee onboarding of customers across Voice, SD-WAN, and Security offerings.

Skills

Leadership of teams

Executive communication

Voice technologies

UCaaS/SIP/SBCs

Onboarding workflows

Data-driven decisions

Root-cause analysis

Cross-functional collaboration

Escalation management

Telecom operations

Education

Bachelor's degree in IT / information systems

Job description

Segra is seeking a Director, Managed Services - Voice & Services, a full-time role with a hybrid work arrangement requiring a minimum of three days in an office and two remote days per week. The Director will lead escalation and onboarding teams for Voice, SD-WAN, and Security, driving high-quality service delivery and continuous improvement across the Managed Services portfolio.

The role demands at least 10 years in telecom or technology operations, strong leadership of managers, and deep