Work beautifully
Dialpad is where work comes together—one, beautiful workspace for anywhere communication & collaboration. With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center—Dialpad is completely transforming how the world works together.
About the team
Dialpad’s Global Porting Manager brings together process knowledge and tools in order to ensure a seamless porting experience for new and existing customers. In this role, you will lead a team that is responsible for the day to day porting and number procurement requests for our customers globally.
Dialpad’s Global Porting Team plays a vital role in the customer lifecycle for anything that is carrier voice related. This team collaborates closely with customer support, onboarding, and customer success in order to provide the ultimate porting experience.
Your role
As the Global Porting Manager, you will lead a team that supports the customer lifecycle for everything voice related. The scope of the position includes managing the day to day workflows for LNP orders, New TN Request, Toll Free Orders, CNAM Updates, SMS enablement, and Emergency Registration for our customers globally. The role also includes management of customer port outs and number inventory management. This position closely works with Carrier Relations to reduce COGS, onboard new partner carriers, and provide appropriate feedback on current partner carriers performances.
This position reports to our Director, Telephony Operations and has the opportunity to be based in your Remote Office.
What you’ll do [i,e., Responsibilities]
- Track voice (LNP, New DID, Toll Free, SMS, CallerName, Emergency Registration) add, move, change and disconnect orders globally for our 70+ supported countries.
- Manage number inventory system to ensure quality assurance.
- Provide easy and seamless internal processes for quick provisioning of new customers to enable the fastest book to bill time possible.
- Escalation point for all provisioning carrier related issues both for customers/partners as well as partner carriers.
- Ensure Porting Specialists are correctly aligned to support all cross functional teams.
- Arrange customer facing responsibilities, such as email and chat, for Porting Specialists in order to improve customer experience.
- Ensure all direct reports have knowledge of company, organization, and team initiatives and goals.
- Publish/maintain documentation of all carrier processes.
- Hold weekly meetings with direct reports and team members in order to provide assistance and coaching on day to day work along with any process changes that impact the team and company updates.
- Run weekly/monthly reports to show installation numbers and team performance for key carrier products and goals.
- Develop methods to improve team efficiency with automaton and/or manual process improvements.
- Work closely with Carrier Relations to support any COGS reduction projects.
Skills you’ll bring [i,e., Qualifications]
- College degree is required (technical degree is preferred)
- Minimum of 5 years in porting/carrier management (additional work experience in number porting is preferred)
- Strong preference to having worked in the past for a well-known US company in Voice Over IP.
- Good home computer and internet is a must (will be verified)
- Exceptional escalation management skills in communicating with both internal staff/leadership and external customers/partners.
- Experience transforming a team with both automation and manual process improvements
- Excellent English skills a must (candidates will be turned down if their written communication to the ad contain grammatical errors)
- Experience with Google Workspace and Zendesk is preferred
What you will achieve
- You’ll complete our onboarding training and be equipped with the tools and access to perform your role
- You’ll be contributing to our teams goals around amazing customer support
- You’ll be participating and leading team meetings focused around strengths and weaknesses of our team’s performance against our key metrics
- You’ll be expected to provide recommendations for processes and system configurations that streamline service for our customers
- You’ll play a vital role in ensuring the Porting team meets quarterly key deliverables
Who you are
As a great fit in this role, you will enjoy helping others solve complex problems and are able to drive issues to resolution while providing expectations about what the next steps are and who will execute them. You will bring previous managerial experience that will enable you to provide the team with proper coaching and recommendations on how to improve current processes and workflows.
Dialpad benefits and perks
Equity, balance, and belonging
At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.
Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.
Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive rates because each and every Dialer participates in our success.
Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.