Customer Operations Manager

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology - we’re shaping how more than 80% of the world connects and communicates. As employees, we take pride in contributing to the world's largest and only full-stack cloud communication platform. But it's not just what we do, it's how we do it: with curiosity, passion, and a whole lot of collaboration. We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach. If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity. Let's build what's next, together. Responsibilities and Expectations Lead and facilitate the customer onboarding process following implementation, including initial production voice traffic reviews, first invoice reviews, and user portal demonstrations. Serve as the primary internal and external point of contact for customer billing inquiries, disputes, and resolution efforts. Act as the primary escalation point for customer trouble tickets, coordinating resolution across internal teams. Take lead in coordinating and managing MACD (Move, Add, Change, Disconnect) orders for existing customer accounts, ensuring timely execution and customer satisfaction. Monitor customer voice traffic trends, network utilization, and capacity requirements to ensure optimal service performance. Coordinate product and pricing modifications through pricing requests, contract amendments, and related customer communications. Lead account management and network performance reviews with customers through weekly, monthly, and quarterly business review (QBR) meetings, providing insights, recommendations, and performance updates. Company Initiatives Collaborate in the development and utilization of AI-driven dashboards, reports, and tools to identify and implement opportunities for improved team productivity, operational efficiency, and customer experience. Contribute to ongoing company initiatives, special projects, and process improvement efforts as required. Partnership Provide ongoing support to internal Sales teams, serving as the primary point of contact for account-related matters. Coordinate with cross‑functional teams, including but not limited to Billing, Finance, Pricing, Legal, LNP, Engineering, Voice Regulatory, and Voice Support, to support customer requests, service delivery, operational initiatives, and issue resolution. Requirements Bachelor's degree in business administration, Finance, Accounting, Telecommunications, or a related field. 3–5 years of experience in customer operations, telecom operations, account operations management or financial/account management. Experience working directly with enterprise or carrier customers. Strong analytical and problem‑solving skills. Excellent written and verbal communication. Ability to prioritize multiple requests in a fast‑paced environment. Advanced Excel or Google Sheets skills. CRM experience (Salesforce preferred). Experience working with ticketing systems and operational workflows. Preferred Qualifications Experience in the telecommunications or CPaaS industry. Familiarity with voice services such as SIP Trunking, Toll-Free, DID provisioning, or PSTN connectivity. Experience reviewing contracts, Assignment & Assumption agreements, LOAs, and service orders. Knowledge of billing disputes, taxation, invoicing, and pricing negotiations. Understanding of telecom regulations (FCC, KYC requirements, STIR/SHAKEN, LNP processes) is a plus. Experience coordinating with Finance, Legal, Engineering, Regulatory, and NOC teams. Additional Information Salary Range : $70,000-$85,000 USD annual base salary (the salary of the finalist selected for this role will be based on a variety of factors, including but not limited to internal equity, job‑related knowledge, experience, education, and skillset). This role is also eligible to receive an annual bonus, based on both individual and company performance. Benefits & Perks : Medical, Dental, and Vision insurance; Basic life insurance; 401(k) plan participation with company match; Short-term and long‑term disability insurance; Wellness plan of up to $500/year pro‑rated based on hire date; PTO: Accrual of up to twenty‑three (23) vacation days per year, accrual of up to nine (9) sick days per year, plus carryover of up to nine (9) sick days annually; Additional leave time for marriage, relocation, bereavement, and other major life events; Twelve (12) weeks of paid parental leave; Participation in employee share ownership plan (ESOP); Fourteen (14) paid holidays annually. Why you’ll love it here Financial rewards & recognition - A fair compensation aligned with your experience, industry, and market standards, performance‑driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact. Flexible work arrangements - We combine in‑person collaboration with remote work and flexible working hours, because great ideas happen everywhere - and not always between 9 and 5. ESOP (Employee Stock Ownership Plan) - As an Infobip employee, you’ll have the opportunity to share in our company's success through stock options. Work‑life balance and Well‑being - We offer time off when you need it, special leave days for life’s big moments, and a flexible hybrid work model tailored to local regulations. Career mobility - Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path. Professional development - Learning never stops. Onboarding, mentorship, and training programs help you grow - no matter where you start. International mobility - Ready to take your career global? Explore short and long‑term opportunities in our Hubs worldwide. _While some benefits may vary by location, our goal remains the same: to support your growth, well‑being, and success - wherever you are._ Diversity drives connection Infobip is built on diverse backgrounds, perspectives, and talents. We're proud to be an equal‑opportunity employer and are committed to fostering an inclusive workplace. No matter your race, gender, age, background, or identity — if you have the passion and skills to thrive, there’s a place for you here. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status or any other part of one's identity. Read more about our hiring process. #J-18808-Ljbffr Infobip