Senior Manager, Number Operations (Fintech)

TL;DR

Senior Manager, Number Operations (Fintech): Leading and mentoring a global Number Operations team, focused on providing world-class support for number-related customer requests. Focus on building and maintaining solid relationships with carrier partners, project managing compliance requests, and partnering with Product to identify UX improvements and automation opportunities.

Location: France Remote

Company

hirify.global is the world’s leading integrated customer communications and intelligence platform for growing businesses, unifying voice and digital channels into one seamless platform.

What you will do

• Lead and mentor a global team of 20 individual contributors, managers, and contractors, fostering a culture of operational excellence and continuous learning.
• Build quarterly Number Operations OKRs in collaboration with Product, Carrier Relations, and Support Ops, and be accountable for execution and meeting operational targets.
• Own customer escalations as needed and maintain solid relationships with carrier partners.
• Project manage ad hoc KYC/compliance requests in close collaboration with Legal, ensuring service continuity and adherence to regulatory requirements.
• Partner with Product to identify and advocate for in-product UX improvements, process automation, and AHT reduction opportunities.
• Partner with VP and Support Leadership on capacity planning, forecasting, and budgeting.

Requirements

• 5+ years experience in Number Operations, Carrier Operations, or equivalent, preferably in a high-growth SaaS environment.
• 2+ years in a management role, with experience hiring and developing high-performing teams.
• Advanced proficiency with customer support technologies and tools like Zendesk, as well as Carrier Portal solutions.
• Advanced project management experience, with a track record of successfully delivered projects.
• Very analytical and data-driven, with proficiency with Gsheet and Looker, SQL a plus.
• Exceptional written and verbal communication skills, including the ability to translate technical concepts.

Culture & Benefits

• Key moment to join hirify.global in terms of growth and opportunities.
• Our people matter, work-life balance is important at hirify.global.
• Fast-learning environment, entrepreneurial and strong team spirit.
• 45+ Nationalities: cosmopolite & multi-cultural mindset.
• Competitive salary package & benefits.