Director, Managed Services-Voice & Services

Segra; Waynesboro (VA); Híbrido; USD 116.000 - 145.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical coverage

Dental & Vision

Life insurance

401(k) match

FSA/HSA

Tuition reimbursement

Gym reimbursement

Paid time off

Holidays

Parental leave

Identity theft protection

Descripción de la vacante

Segra is seeking a qualified Director, Managed Services - Voice & Services to lead escalation and onboarding across Voice, SD-WAN, and Security in a hybrid role. The position requires executive-level oversight of multiple teams and a strong focus on reliable service delivery.

You will partner with engineering, operations, and customer experience to resolve complex incidents, scale onboarding, and drive continuous operational improvements.

Formación

• Minimum 10 years of experience in telecommunications, managed services, or technology operations.
• Proven leadership of 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).
• Bachelor's degree in information technology or information systems.

Responsabilidades

• Lead escalation and onboarding teams across Voice, SD-WAN, and Security.
• Own outcomes for resolving high-severity service issues and scalable onboarding.
• Provide executive escalation interface for high-impact customer issues.
• Collaborate with engineering, operations, and customer experience to improve delivery.
• Drive continuous operational improvement.

Conocimientos

Technical leadership

Escalation management

Voice technologies

Cross-functional leadership

Executive communication

Data-driven decisions

Educación

Bachelor's degree in IT / IS

Descripción del empleo

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.