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
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
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.
