Senior Director Service Fulfillment

Job Description

Job Description

BCM One is seeking a Senior Director of Service Fulfillment to lead the transformation of our global service fulfillment organization, driving operational excellence, process modernization, and the delivery of exceptional customer experiences across our number management, porting, and connectivity services. 

This leader will oversee teams responsible for number management, porting, circuit provisioning, connectivity services, and customer service delivery while driving modernization initiatives across the business. The role will play a key part in ServiceNow adoption, internal platform integration, process standardization, and the development of a center-of-excellence mindset across service fulfillment functions.

This is an opportunity to inherit established global teams and bring them together through strong leadership, operational consistency, and continuous improvement. The successful candidate will partner closely with Product, Engineering, Network, Sales, and Operations leaders to improve customer experience, scale service delivery capabilities, and support BCM One's long-term growth strategy. 

Work Locations:  

This position offers the flexibility to work remotely or in a hybrid capacity if located near one of our office locations, including Grand Rapids, MI; Herndon, VA; Alpharetta, GA; or Blue Bell, PA. Preference will be given to candidates who are based near our offices. Candidates must reside in and be authorized to work in the United States. This role is not eligible for relocation assistance or visa sponsorship. 

Hours: Core hours are typically 8:00 a.m.–5:00 p.m. Eastern Time, with flexibility to support international teams.

Travel: 10% of travel annually. Must be able to travel internationally to Philippines and London.

What You Will Do:

• Lead and develop a global service fulfillment organization spanning the USA, UK, New Zealand, Philippines, and other international locations.

• Serve as a transformational leader during a critical period of business modernization, helping unify established teams, standardize processes, and build a center-of-excellence model across the organization. 

• Lead service fulfillment's participation in strategic initiatives, including ServiceNow implementation, internal platform integration, and other modernization projects. 

• Establish and manage KPIs, SLAs, quality metrics, and performance reporting to ensure exceptional service delivery. 

• Serve as an escalation point for complex customer issues and critical service delivery challenges.

• Partner cross-functionally with Product, Engineering, Network, and Sales teams to improve service delivery capabilities and customer outcomes. 

• Build strong relationships across the organization and influence stakeholders to drive change, process improvements, and operational priorities.

• Develop a roadmap for creating greater consistency, scalability, and alignment across service fulfillment teams while fostering a culture of accountability, customer focus, and continuous improvement. 

• Ensure compliance with industry regulations, company policies, and security standards 

• Build strong relationships with carriers, vendors, and internal stakeholders to drive operational success and deliver business outcomes. 
  

What You Will Need:

• Bachelor's degree in business administration, Information Technology, Telecommunications, or related field 

• 10+ years of progressive leadership experience in telecommunications service delivery, operations, customer support, or related functions.

• 5+ years leading managers and multi-functional teams in a fast-paced environment. 

• Strong telecommunications expertise, including Domestic and international porting, Number management and inventory management, Connectivity services and circuit provisioning, SIP trunking and VoIP technologies, Carrier relationships and escalation management, Regulatory compliance and country-specific numbering requirements, Voice routing, SBCs, and call flow concepts

• Experience leading large-scale transformation initiatives, process improvement efforts, or enterprise platform implementations such as ServiceNow.

• Strong understanding of STIR/SHAKEN requirements and their impact on customer onboarding and telecom operations. 

• Proven ability to build strong partnerships and influence stakeholders across technical and business teams.

• Exceptional organizational, communication, project management, and problem-solving skills 

• A proactive, adaptable leadership style with the ability to guide teams through change and ambiguity.

Preferred: 

• Experience with ServiceNow implementations or ITSM platforms. 

• Experience leading globally distributed teams. 

• Knowledge of telecom modernization, process automation, and center-of-excellence models. 

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Why BCM One:

We are committed to creating an environment that fosters accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.
• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

• Competitive industry salaries
  
• Comprehensive medical, dental, and vision insurance
• Company-provided life and disability insurance
• Matching 401 (k) plan
• Employee Emergency Assistance Fund
• Paid holidays and vacation time
  
• FMLA

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.