Senior Director Service Fulfillment

Overview

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 Service Now 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.

This position offers 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.

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

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

• 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 Service Now 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.

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