Director, Managed Services-Voice & Services

Segra; Waco (TX); Hybrid; USD 116,000 - 145,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) match

Flexible Spending/Health Savings

Job summary

Segra is seeking a seasoned Director, Managed Services - Voice & Services in a hybrid role with at least three in-office days per week and flexible remote days. You will oversee voice service escalations, onboarding, and multi-product Managed Services (voice, networking, security) while guiding teams through complex operational challenges.

The role requires a minimum of 10 years in telecom or managed services, with strong leadership of managers and senior engineers.

Qualifications

• Minimum 10 years in telecommunications, managed services, or technology operations.
• Experience leading escalation teams and onboarding organizations.
• Strong background in voice services (UCaaS, SIP, SBCs).

Responsibilities

• Oversee escalation for voice services and onboarding at scale.
• Lead multiple teams and team leaders across onboarding and escalation.
• Partner with engineering, operations, and customer success to ensure service quality.
• Drive continuous improvement in processes and outcomes.

Skills

Leadership

Voice technologies

Escalation management

Cross-functional leadership

Data-driven decisions

Education

Bachelor's degree in IT / Information Systems

Tools

SIP

SBCs

UCaaS

Job description

Segra is searching for a qualified and experienced Director, Managed Services - Voice & Services to join us in a full-time capacity.

Location Requirement:

The work arrangement for this role is a hybrid position, requiring a minimum of three (3) days in one of our Segra office locations, with flexibility to work remotely two (2) days each week.

Role Overview:

The Director, Managed Services - Voice & Services is accountable for critical operational functions within Managed Services: technical escalation for all voice services and customer onboarding across the full Managed Services portfolio, including Voice, SD-WAN, and Security. The Director will lead multiple teams and team leaders across escalation and onboarding functions.

This role owns the teams, processes, and outcomes associated with resolving complex service-impacting issues, onboarding customers at scale, and ensuring predictable, high-quality service delivery. The Director operates at the intersection of engineering, operations, and customer experience-providing executive-level leadership for escalations, onboarding execution, and continuous operational improvement.

The Director will serve as the technical escalation point for all voice services and provide executive escalation interface for high-impact customer and platform issues.

Experience:

• A minimum of 10 years of experience in telecommunications, managed services, or technology operations
• Demonstrated 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

Education:

Bachelor's degree in information technology, information systems, or equivalent combination of relevant education and experience.

Key Competencies:

• Proven ability to lead multiple complex technical teams and team leaders focused on service delivery and escalation
• Deep understanding of voice technologies, managed services operations, and onboarding workflows
• Strong systems-thinking and root-cause analysis capability
• Ability to operate calmly and decisively during high-severity events
• Strong cross-functional leadership and executive communication skills
• Data-driven approach to drive prioritization, resourcing decisions, and process improvement

About Segra:

Segra owns and operates a wide and dense fiber-optic infrastructure footprint that provides state-of-the-art connectivity, cybersecurity, voice, cloud and colocation solutions, all backed by industry-leading service and reliability. Serving over 30,000 connected customer locations, Segra has been providing customer-focused solutions for over 125 years.

At Segra, we imagine, we engineer and we build a world of opportunities for our customers through fiber-enabled technologies, driven by our customer-first mentality. We invest in the communities we serve by hiring locally, empowering our teams, and continually upgrading our network infrastructure to deliver smarter, stronger technology solutions.

Benefits Overview:

Segra offers a very robust benefits package to our full-time employees, some of which include:

• Medical, dental, vision insurance
• Life insurance
• 401(k) match
• Flexible Spending/Health Savings Accounts
• Tuition and gym reimbursements
• Vacation/PTO, paid holidays, floating holidays
• Volunteer days, parental leave
• Legal, accidental, hospital indemnity, identify theft, pet insurance

Our Commitment to Equality:

Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Salary Range:

$116,025.00 - $145,110.00

Beyond competitive health and retirement benefits with immediate 401(k) vesting, Segra also invests in your total well-being through programs supporting physical, mental, financial, and social wellness.