Director, Managed Services-Voice & Services

Segra is searching for a qualified and experienced Director, Managed Services - Voice & Services to join us in a full-time capacity.

Location Requirement:

The work arrangement for this role is a hybrid position, requiring a minimum of three (3) days in one of our Segra office locations, with flexibility to work remotely two (2) days each week.

Role Overview:

The Director, Managed Services – Voice & Services is accountable for critical operational functions within Managed Services: technical escalation for all voice services and customer onboarding across the full Managed Services portfolio, including Voice, SD-WAN, and Security. The Director will lead multiple teams and team leaders across escalation and onboarding functions.

This role owns the teams, processes, and outcomes associated with resolving complex service-impacting issues, onboarding customers at scale, and ensuring predictable, high-quality service delivery. The Director operates at the intersection of engineering, operations, and customer experience—providing executive-level leadership for escalations, onboarding execution, and continuous operational improvement.

The Director will serve as the technical escalation point for all voice services and provide executive escalation interface for high-impact customer and platform issues.

Experience:

• A minimum of 10 years of experience in telecommunications, managed services, or technology operations
• Demonstrated leadership of technical escalation teams and/or onboarding organizations
• Strong background in voice services (UCaaS, SIP, SBCs, call routing)
• Experience supporting multi-product managed services environments (voice, networking, security)
• Prior experience leading managers and senior technical staff

Education: Bachelor’s degree in information technology, information systems, or equivalent combination of relevant education and experience.

Key Competencies:

• Proven ability to lead multiple complex technical teams and team leaders focused on service delivery and escalation
• Deep understanding of voice technologies, managed services operations, and onboarding workflows
• Strong systems-thinking and root-cause analysis capability
• Ability to operate calmly and decisively during high-severity events
• Strong cross-functional leadership and executive communication skills
• Data-driven approach to drive prioritization, resourcing decisions, and process improvement

About Segra:

Segra owns and operates a wide and dense fiber-optic infrastructure footprint that provides state-of-the-art connectivity, cybersecurity, voice, cloud and colocation solutions, all backed by industry-leading service and reliability. Serving over 30,000 connected customer locations, Segra has been providing customer-focused solutions for over 125 years.

At Segra, we imagine, we engineer and we build a world of opportunities for our customers through fiber-enabled technologies, driven by our customer-first mentality. We invest in the communities we serve by hiring locally, empowering our teams, and continually upgrading our network infrastructure to deliver smarter, stronger technology solutions.

Benefits Overview:

Segra offers a very robust benefits package to our full-time employees, some of which include:

• Medical, dental, vision insurance
• Life insurance
• 401(k) match
• Flexible Spending/Health Savings Accounts
• Tuition and gym reimbursements
• Vacation/PTO, paid holidays, floating holidays
• Volunteer days, parental leave
• Legal, accidental, hospital indemnity, identify theft, pet insurance

Our Commitment to Equality:

Salary Range: $116,025.00 - $145,110.00

Beyond competitive health and retirement benefits with immediate 401(k) vesting, Segra also invests in your total well-being through programs supporting physical, mental, financial, and social wellness.