Director, Managed Services: Voice & Onboarding Leader

Segra

Lubbock (TX)

Hybrid

USD 116,000 - 145,000

Full time

14 days+

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Benefits offered by this job

Medical coverage

Life insurance

401(k) match

FSA/HSA

Tuition reimbursement

Vacation & holidays

Volunteer days

Parental leave

Job summary

Segra is seeking a Director of Managed Services - Voice & Services in a hybrid role, demanding a minimum of three days in an office and two remote days weekly. You will lead escalation and onboarding teams across voice, SD-WAN, and security, delivering high-quality service and scalable customer onboarding.

You will act as the technical escalation point for voice services, guiding cross-functional teams and executives during high-severity events, while driving continuous operational improvement

Qualifications

10+ years of experience in telecommunications, managed services, or technology operations.
Proven leadership of technical escalation teams and/or onboarding organizations.
Strong background in voice services (UCaaS, SIP, SBCs, call routing).

Responsibilities

Oversee technical escalation for voice services and onboarding across the managed services portfolio.
Lead multiple teams and team leaders within escalation and onboarding functions.
Provide executive escalation interfaces for high-impact customer and platform issues.

Skills

Leadership

Voice technologies

Escalation management

Onboarding workflows

Cross-functional leadership

Executive communication

Education

Bachelor's degree in IT/IS

Job description

You will act as the technical escalation point for voice services, guiding cross-functional teams and executives during high-severity events, while driving continuous operational improvement

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