We are seeking an accomplished and highly experienced Sr. Director Implementation & Operations to lead our mission-critical Emergency Services implementation and operations teams. This strategic leadership role is pivotal in driving the successful implementation, deployment, and ongoing management of our emergency services product lines, with a significant financial impact tied to achieving incremental implementation target. You will be responsible for providing implementation and operations leadership, strategic planning, processes and policies, ensuring robust compliance, and leveraging deep industry expertise to deliver unparalleled reliability and performance in a 365x24x7 operational environment.

Key Responsibilities

Define, manage and report Emergency Services implementation and operational metrics/KPIs/OKRs. Provide leadership, mentoring, and management to Emergency Services implementation and operations teams and direct reports. Lead development of team SMART goals and initiatives to direct the team’s course, to meet/exceed goals Lead all emergency services solutions implementation and ongoing operations, including planning, introduction and test, provisioning, product enhancement introduction and rollout, process development and management, PSAP information, testing, implementation and ongoing support for: Nationwide NG911 ESInet ingress aggregation implementation, overseeing new, underway, and base deployments across the US VPC & LIS services implementation and service expansions in the US, US territories, and Canada Nationwide Emergency Services Gateway solution deployment and expansions Location Agent, PSAP Notification, and Contact Data solutions Oversee program management; creation and maintenance of project plans, drive on-time deployment; identify, communicate, and manage risks and risk mitigation strategies for complex deployments and operational initiatives. Drive weekly project status communication, and provide senior level guidance to program teams as appropriate. Collaborate, develop and maintain strong relationships within other Sinch departments, providing emergency services leadership, support, and guidance to cross-functional teams and stakeholders within Sinch who support Emergency Services solutions (e.g. NOC, Network, implementation & provisioning). Integrate existing business systems and processes, identify, design, develop/improve, and execute processes, goals, and solutions to ensure implementation excellence and optimal customer experience.  Develop and manage ongoing Forecast plans and Long-Range plans, ensuring financial targets are met and resources are optimally allocated.  Track and report against revenue plan and objectives, while managing cost elements to ensure that Sinch Emergency Service revenue and gross margin meet established targets. Manage billing submissions. Develop and maintain strong relationships with, and provide ongoing care for, Sinch key partners & customers.  Provide senior leadership level support for all Sinch Emergency Service customers. Lead customer/OSP onboarding initiatives, focusing on planning, support, relationship management, and success. Manage vendor relationships, including onboarding, oversight, contract negotiations, compliance, amendments, and change orders. Oversee 365x24x7 Emergency Services incident management, customer, PSAP, FCC notifications and coordinations with Corporate NOC Oversee Ticket & Trouble management supported by Corporate NOC Drive and maintain ISO 9001/TL 9000 certification.