About the role

Head of TEM Operations leading Cimpl’s enterprise managed-services engine. Modernizing telecom expense management through AI, automation, SLA excellence, and customer retention.

Responsibilities

Serve as senior operational partner for Cimpl’s largest enterprise accounts in partnership with Customer Success
Protect customer relationships, resolve escalations before renewals are threatened, and drive expansion through operational excellence
Own internal and customer-facing SLA standards and visibility into performance trends and account health
Lead a clean-sheet redesign of the Cimpl managed services model with AI and automation at its center
Work directly with Product Management to deliver the managed-services vision
Identify and implement AI use cases for invoice and inventory reconciliation, anomaly and dispute detection, data validation, and agent-assisted account handling
Diagnose operational root causes and route issues to Product, Support, or Customer Success owners
Own end-to-end customer support issue resolution and lead the Customer Support organization
Set response and resolution standards, coach the team, and escalate recurring issues to root-cause owners
Build and maintain operational reports and dashboards tracking SLA performance, process efficiency, automation impact, and account health
Document and codify managed-services procedures to standardize and scale quality

Experience in Telecom Expense Management (TEM), Managed Mobility Services (MMS), or a closely related operational / telecom domain is strongly preferred
Track record of owning SLAs and operational metrics in a customer-facing or customer-adjacent role, with accountability for retention or account health
Experience supporting or managing relationships with enterprise-level accounts
Ability to identify inefficiency and drive process change
Enthusiasm for applying AI and automation operationally
Technical fluency sufficient to understand how a SaaS / operational platform like Cimpl functions
Strong communication skills with senior customer stakeholders and internal technical and non-technical teams
Highly organized, detail-oriented, and comfortable owning outcomes in a fast-paced operational environment
Prior hands-on experience with TEM / telecom management platform is nice to have
Experience managing or mentoring a small operations or managed-services team is nice to have
Familiarity with workflow automation, RPA, or AI-assisted operations tooling is nice to have
Exposure to enterprise renewal and expansion motions alongside operations is nice to have