Senior Technical Program Manager (Oss/Bss)

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.
Senior Technical Program Manager (OSS/BSS)
About the Role:
Ooma is seeking a service operations Program Manager to drive programs related to its OSS/BSS system and operational workflows, including fulfillment, ordering, billing, taxation, and reconciliation. The candidate will document, develop, manage, and optimize our operational processes. This role is an excellent fit for someone who's operated in rapidly scaling, highly-ambiguous environments.
What You'll Do:

• Develop comprehensive project plans and timelines in alignment with organizational goals and priorities.
• Monitor project progress, identify risks, and implement effective mitigation strategies to ensure on-time and within-budget delivery.
• Develop and implement operations programs, policies, and procedures.
• Partner closely with engineering, product management, manufacturing operations, and finance to conduct requirement analysis, problem definition, and scoping of work required to roll out new products and their impact on the OSS system.
• Elicit written and implied requirements, document them, and help scope the quarterly deliverables.
• Partner closely with the development and QA team to ensure timely delivery of quarterly deliverables.
• Build scalable, auditable onboarding processes for new and existing users.
• Perform RCA on errors and defects, identify process improvements, and automate processes.
• Partner with Finance and GTM teams to resolve user inquiries related to product pricing structure, onboarding implementation, billing, collections, reporting, and audit.
• Assist with companywide SOX and SOC2 audits.
• Manage enterprise customer billing and train the product support team on customer billing inquiries.

Experience We're Looking For:

• 5+ years in operations, with expertise in high-volume SaaS billing highly desired.
• Knowledge of telecommunications billing concepts.
• Experience with tools including confluence, jira and similar. Power user level skill with jira and MS excel a plus.
• Be highly organized and have excellent project management, analytical, and problem-solving skills.
• Software QA or development background preferred.
• Excellent verbal and written communication skills.
• Thrive in fast-paced, high-volume, ambiguous environments.
• Ability to quickly learn existing tools, processes, and domain concepts. Experience with charting a path to document, improve, and scale these processes in time.
• BS degree in analytical fields preferred.

What We Offer:
Working at Ooma means being a team player, while allowing your individual voice to come through. And, you'll receive competitive compensation, benefits and generous company perks .

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
  • HMO's, a PPO, or HDHP ( including HSA , which Ooma helps fund)
• Income Protection Benefits (Basic Life and AD&D , Short- and Long-term disability)
• Commuter benefits
• 401k & employer match
• Employee Stock Purchase Plan ( ESPP)
• Paid time off, sick days, as well as corporate holidays observed
• Employee Assistance Program
• Life Balance benefits with Travel assistance services and Identity theft and will preparation services

The base salary range for candidates within the United States is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).
United States Pay Range
$110,000 - $140,000 USD