Operations Manager

Lead the performance, reliability, and resilience of Members Mobile’s wireless services and network partners.

About Members Mobile

Members Mobile is an innovative Mobile Virtual Network Operator (MVNO) with integrated FinTech capabilities, focused on helping credit unions deliver affordable, reliable, and digitally enhanced wireless service to their members. We partner closely with credit unions to deepen engagement, support member acquisition, and align mobile access with financial empowerment.

Our Mission: Deliver financial confidence and wireless freedom for millions of credit union members across the United States and abroad.

Our Vision: Become the premier engagement and acquisition platform for credit unions—strengthening loyalty and driving personalized financial growth through mobile connectivity, rewards, and data-enhanced insights.

Overview

The Network Operations Manager will lead the day-to-day performance, reliability, and resilience of Members Mobile’s wireless services delivered through our aggregator and carrier partners.

This role bridges operational execution, vendor management, and data-driven monitoring to ensure our subscribers experience exceptional coverage, throughput, and service continuity. The Manager will work closely with Product, Customer Support, Engineering, and Credit Union Partner Success to detect, triage, and resolve network events—especially those with regulatory, financial, or reputational impact.

This position reports to the VP, Operations.

Key Responsibilities

Own operational excellence across the MVNO network stack and partner ecosystem

Network Performance & Reliability

• Monitor network quality, VoLTE/SMS/data performance, and subscriber attach success rates across markets
• Manage escalation workflows for service degradations, outages, provisioning failures, or SIM stock issues
• Maintain incident runbooks and post-incident root-cause reporting

Provisioning & SIM Operations

• Oversee SIM lifecycle accuracy across platforms (activation, porting, suspension, churn)
• Ensure successful orchestration via core network partner systems and middleware interactions
• Partner with Product, Sales, and Marketing on SIM availability forecasting + SKU assignment

Service Assurance & Partner Coordination

• Manage Tier-2/Tier-3 escalations with carrier/aggregator NOCs
• Track SLAs and enforce operational accountability with external network and OSS/BSS vendors
• Lead readiness for feature launches, network upgrades, and roaming agreements
• Build KPIs and observability dashboards (latency, attach success, voice quality, 5G adoption, etc.)
• Detect structural issues impacting churn—drive targeted resolution plans with stakeholder teams
• Maintain compliance with telecom regulatory requirements around number portability, location, and E911

Technical Stack & Tools

• MVNO / carrier core provisioning & SIM OTA environments
• OSS/BSS: Billing system, CRM, and identity account systems
• Monitoring & analytics: NOC systems, network probes, performance dashboards
• Ticketing & operations: Jira, Confluence (or comparable ITSM platforms)

Experience with any of the following is valued:

• Roaming + IP core signaling (SIP, DNS, APNs, PGW/UPF)

Qualifications

• 7+ years in Network Operations, Telco Service Delivery, or Carrier Operations Engineering
• Experience supporting consumer mobile services at scale
• Familiarity with GSMA standards, SIM/eSIM provisioning, and number portability
• Strong analytical and operational rigor in KPI management
• Excellent written, verbal, and cross-functional communication

Soft Skills

• Calm, structured, and decisive during live-site events
• Highly collaborative—strong alignment with Support, Product, and Partner teams
• Strategic mindset with willingness to go hands-on
• Customer-obsessed with a focus on uptime, quality, and response time

Why Join Us

• Drive growth for a category-defining brand at the intersection of wireless and fintech
• Work with a lean, visionary leadership team in a fast-growing company.
• Make a meaningful impact on the $2.3T credit union industry rooted in purpose and community values.
• Pitch big ideas and see your daily contributions directly move the needle.
• Work from wherever you are most productive.
• Competitive compensation and relevant shared ownership through equity.

Location

Raleigh, NC (Hybrid - 3 days a week in the office)

Compensation

Competitive salary + performance-based bonus + equity

Benefits package including healthcare and generous PTO