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Bandwidth Inc. · 6 hours ago

Manager, Global Service Delivery Team

Raleigh, NC

Full-time

Onsite

Mid, Senior Level

5+ years exp

Bandwidth Inc. is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. The Manager of the Global Service Delivery team will transform the team into a proactive partner that anticipates customer needs and drives adoption of Bandwidth’s products and services while collaborating with cross-functional teams.

Information TechnologyMessagingTelecommunicationsWeb Hosting

Work & Life Balance

Responsibilities

Lead, coach, and mentor a team of Service Delivery Managers to deliver world-class service, customer satisfaction, and measurable business outcomes. Foster a culture of accountability, professional development, and proactive engagement

Evolve the Service Delivery approach from reactive problem-solving to proactive, consultative customer partnership—empowering the team to anticipate customer challenges and identify opportunities to accelerate success

Conduct regular coaching sessions and performance reviews, fostering a culture of professional development, accountability, and operational excellence

Partner cross-functionally with Sales, Product, and Operations to align on customer account strategies, promote seamless coordination, and drive adoption of Bandwidth’s platform and services

Monitor team performance through KPIs and metrics, identifying trends and developing action plans to improve efficiency, customer satisfaction, and retention

Act as an escalation point for complex or high-visibility customer issues, ensuring timely resolution and appropriate internal visibility

Standardize and optimize processes across the Service Delivery team through playbooks, best practices, and operational frameworks to promote efficiency and scalability

Use customer feedback and team insight to identify product improvements, process refinements, and strategic opportunities for innovation across Customer Success

Contribute to the team’s transformation initiatives, championing Bandwidth’s shift from a traditional telecom service model to a proactive, software-driven customer engagement experience

Qualification

Customer-facing account managementService delivery managementProgram managementVoIPAPI developmentCRM (Salesforce)Project managementTeam developmentCustomer Ticketing PlatformsMicrosoft ExcelMicrosoft PowerPointLeadership skillsCommunication skillsProblem-solving skills

Required

4-year college degree required

5+ years of experience in customer-facing account management, service delivery, or program management roles

2+ years of experience managing or leading a customer-facing team

Proven ability to influence C-Level stakeholders and manage strategic accounts with significant revenue impact

Strong understanding of program management, VoIP, routing, Local Number Portability (LNP), and enterprise account management

Knowledge of operational frameworks, performance metrics, and customer success methodologies

Demonstrated leadership skills, including coaching, mentoring, and team development

Strong project management and problem-solving skills

Excellent communication and executive presentation abilities

Experience in managing complex and challenging relationships, technical project management, API and basic software development, Project Tracking Software (Jira), CRM (Salesforce), Microsoft Excel, PowerPoint, Customer Ticketing Platforms (Zendesk, Intercom)

Preferred

The candidate would demonstrate a strong history of customer management and support within numerous global locations

5+ years of strongly demonstrated customer support, ideally with wholesale/enterprise accounts, and specifically in Telecommunications

Familiarity with scaling service delivery in a global organization

Knowledge of VoIP, SaaS and UCaaS preferred

Benefits

100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.

All new hires receive four weeks of PTO.

PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.

Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.

“Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.

90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.