Job Title: Manager, Operations
Department: Operations Engineering
Report To: Senior Manager, Operations
Revision Date: 6/22/26
FLSA: Exempt
Location: California (Remote)
Level: M2
Salary: $150,000 - $170,000
Purpose:The Telecom Systems Operations (TSO) Manager is responsible for leading the team that supports, maintains, and evolves the organization's telecommunications infrastructure and voice services platforms. This role provides operational leadership for Session Border Controllers (SBCs), media gateways, SIP connectivity, carrier interconnections, and telecommunications systems supporting NG9-1-1 and public safety solutions. The TSO Manager ensures service reliability, operational excellence, technical compliance, and continuous improvement across all telecom environments while supporting customer deployments, production operations, and strategic initiatives.
Responsibilities:- Lead and develop a team of Telecom Engineers and Specialists.
- Establish operational priorities, workload management, and resource planning.
- Provide mentorship, coaching, technical guidance, and career development opportunities.
- Manage team performance, objectives, and professional growth plans.
- Foster a culture of accountability, collaboration, customer service, and operational excellence.
- Oversee operational support for telecommunications infrastructure, including:
- Ribbon SBC platforms
- Oracle SBC platforms
- AudioCodes media gateways and SBCs
- SIP trunks and carrier interconnections
- Legacy PSTN, TDM, and E911 interfaces
- Ensure platform availability, reliability, performance, and security.
- Coordinate software upgrades, hardware refreshes, lifecycle management, and vendor support activities.
- Provide operational leadership for telecommunications services supporting NG9-1-1 environments.
- Support integration with:
- Emergency Services IP Networks (ESInet)
- Next Generation Core Services (NGCS)
- Call Handling Equipment (CHE)
- Carrier and OSP interconnections
- Participate in interoperability testing, customer migrations, and production cutovers.
- Serve as the escalation point for complex telecom incidents and service outages.
- Lead root cause analysis efforts and corrective action planning.
- Oversee implementation of production changes, upgrades, and maintenance activities.
- Ensure adherence to change management processes, operational procedures, and service-level commitments.
- Participate in on-call escalation activities when required.
- Act as a technical liaison between customers, carriers, vendors, and internal teams.
- Support customer escalations, operational reviews, and service improvement initiatives.
- Assist with technical reviews, project planning, and deployment activities.
- Develop and maintain operational standards, documentation, and best practices.
Requirements:- Strong leadership and team management skills.
- Excellent communication and stakeholder management abilities.
- Ability to lead technical discussions with customers, vendors, and executive leadership.
- Strong analytical, troubleshooting, and problem-solving capabilities.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Strong understanding of operational processes, incident management, and change control practices.
- Demonstrated ability to mentor engineers and develop technical talent.
- Deep understanding of SIP, RTP, VoIP, and telecommunications protocols.
- Knowledge of Session Border Controllers, media gateways, and carrier interconnections.
- Understanding of NG9-1-1 architectures, ESInet connectivity, and public safety telecommunications environments.
- Familiarity with networking technologies including routing, switching, VLANs, firewalls, and load balancing.
- Knowledge of Linux and Windows server environments.
- Experience with telecommunications troubleshooting tools, packet analysis, and protocol diagnostics.
- 8+ years of telecommunications, voice engineering, or telecommunications operations experience.
- 3+ years of leadership, supervisory, or technical team lead experience.
- Experience supporting carrier-grade SIP environments and mission-critical voice services.
- Experience with Ribbon, Oracle, AudioCodes, or equivalent telecommunications platforms.
- Experience supporting public safety, emergency communications, or NG9-1-1 environments preferred.
- Experience managing production incidents, change management processes, and service restoration activities.
- Experience working with carriers, vendors, and customer-facing operational engagements.
Education:- Bachelor's degree in Telecommunications, Computer Science, Information Technology, Engineering, or a related technical field; or equivalent combination of education and experience.
- Relevant telecommunications or networking certifications
- Equivalent military or industry experience may be considered in lieu of formal education requirements.
The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location. 
