Director, Number Porting & Inventory Operations

Bandwidth; Raleigh (NC); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical, Vision & Dental coverage

Four weeks PTO

Volunteer & wellness programs

Job summary

Bandwidth seeks a Manager, Number Support Group to lead analysts and Team Leads across local, toll-free, international porting and inventory management. Own customer experience metrics, escalate complex issues, and collaborate with Product, Engineering, and Customer Success to fix root causes.

You will guide a geographically distributed team, drive process improvements, and ensure timely, high-quality porting outcomes while aligning with regulatory requirements.

Qualifications

• 5+ years in number porting or number inventory ops, incl. 2+ years leading a team
• Experience defining, tracking, and managing KPIs to drive operational performance
• Experience managing geographically distributed teams across time zones
• Hands-on depth in two of: local porting, toll-free porting, international porting, number inventory management
• Knowledge of FCC LNP rules, NPAC, Somos and related numbering rules

Responsibilities

• Lead daily operations across all number support functions: local porting, toll-free porting, international porting, inventory management
• Set and manage team performance against SLA, CSAT, QA scores, ticket resolution time, port completion rate, and backlog aging
• Hire, coach, and develop Team Leads and analysts; provide ongoing feedback and succession planning
• Serve as escalation point for complex issues and coordinate incident management across functions
• Own relationships with carriers and porting partners; stay current on regulations affecting numbering and porting
• Identify and drive process improvements using data and automation to reduce manual touches
• Plan workforce distribution and capacity forecasting for distributed teams
• Conduct quality audits and provide actionable feedback to team members
• Oversee creation of training materials and internal process documentation
• Collaborate with product, engineering, and customer success to resolve systemic issues
• Lead a geographically distributed team across multiple time zones with occasional travel
• Participate in after-hours escalation rotation for incidents

Skills

Team Leadership

KPI Tracking

Cross-functional Leadership

Operations Management

Porting Knowledge

Analytics

Communication

SQL

BI Tools

Education

Bachelor's degree in Telecommunications

Tools

SQL

BI Tools

Job description

Bandwidth seeks a Manager, Number Support Group to lead analysts and Team Leads across local, toll-free, international porting and inventory management. Own customer experience metrics, escalate complex issues, and collaborate with Product, Engineering, and Customer Success to fix root causes.

You will guide a geographically distributed team, drive process improvements, and ensure timely, high-quality porting outcomes while aligning with regulatory requirements.