[Remote] Manager of Carrier Operations

Manager of Carrier Operations

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards.

While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth. Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets. Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture.

Most roles at Convoso function as "hybrid" with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso's U.S. hiring is open to candidates who are residents of the following states : AL, AZ, CA, CO, CT, FL, GA, IL, IN, KY, MA, MI, NC, NJ, NV, NY, OH, PA, SC, TX, UT, VA.

The Job

We are a fast-growing SaaS company that provides cutting-edge customer engagement solutions for SMB and Mid-market clients. Our platform relies heavily on reliable, scalable, and compliant outbound calling. To support our growth, we are seeking an experienced Manager of Carrier Operations to lead and manage our Carriers Operations team while driving operational excellence across processes, performance metrics, and analytics.

The Manager of Carrier Operations will be responsible for leading a team that manages carrier relationships, call routing, compliance, and performance for outbound voice traffic. This role requires deep technical knowledge of SIP, VoIP, and telecom routing, as well as strong leadership and vendor management skills. The ideal candidate has experience working in SaaS, CPaaS, or telecom environments and can balance day-to-day operations with long-term strategic planning.

Responsibilities Summary

• Team Leadership : Manage and mentor the Carrier Operations team, setting goals, providing coaching, and fostering a culture of accountability and continuous improvement.
• Carrier Management : Build and maintain relationships with telecom carriers, negotiate contracts, manage SLAs, and ensure cost-effective, high-quality service.
• Routing & Performance Optimization : Oversee call routing strategies, carrier selection, and load balancing to maximize call completion rates, reduce costs, and improve customer experience.
• Compliance & Risk Management : In partnership with our head of compliance, ensure outbound calling activities comply with FCC, TCPA, STIR / SHAKEN, and other telecom regulations. Stay ahead of evolving compliance requirements.
• Monitoring & Incident Management : Implement monitoring tools, dashboards, and escalation processes to quickly identify and resolve call quality, routing, or carrier issues.
• Cross-Functional Collaboration : Partner with Engineering, Product, Compliance and Customer Success teams to support product initiatives and customer needs that rely on outbound calling.
• Reporting & Analytics : Provide regular reporting on carrier performance KPIs, costs, and call quality metrics to leadership. Identify trends and recommend improvements.
• Scalability & Innovation : Drive initiatives to scale outbound calling infrastructure, evaluate new carriers and technologies, and explore innovations such as AI-powered call routing.

Leadership and Strategy

Carrier and Vendor Management

Operational Excellence for Outbound Contact Centers

Innovation and Partnership Development

People Management & Leadership

Who You Are

The following are the minimum qualifications, which an individual needs in order to successfully perform the duties and responsibilities of this position. Please note that the minimum qualifications may vary based upon the department size and / or geographic location.