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Welcome to Digital Direction, your source for Managed Telecom Solutions.
The culture at Digital Direction is both dynamic and fun. We are an interesting, passionate group of independent thinkers and doers who support and inspire each other each day. You will not find the typical corporate perspectives at Digital Direction; we have been there and done that at other organizations, and now we are doing it our way.
For 23 years and counting, or success is credited to investing heavily in our most important asset - our people. We hire the best industry experts and treat them very well. We are always looking to add even more value to our team.
Position Summary
Digital Direction is seeking an experienced and highly driven Director of Client Delivery to oversee the end-to-end implementation, audit project management, and customer success functions for our Managed Telecom Expense Management (TEM), Mobility (MTS), and Audit & Optimization clients.
This individual will serve as the primary delivery lead-ensuring seamless onboarding, tight project execution, and exceptional client experiences. The ideal candidate will have deep telecom expertise (wireline and wireless), a strong background in TEM, and experience coordinating across internal teams in a client-facing capacity. The position offers virtual office (remote).
Key Responsibilities
Client Delivery Leadership & Oversight
- Serve as the overarching project management leader across all client onboarding, audit, and ongoing delivery initiatives
- Align cross-functional teams (Audit, Product, Inventory, Billing, Ops, etc.) to ensure execution is consistent with contractual commitments and client expectations
- Oversee the transition from onboarding to steady-state delivery, ensuring continuity of service, clear communication, and a seamless client experience
- Identify and resolve delivery gaps proactively by coordinating across internal teams and managing project risks
- Ensure all delivery timelines, dependencies, and service responsibilities are clearly tracked, communicated, and executed
- Lead client-facing calls and meetings with clear, concise communication, professionalism, and strong expectation-setting to build trust and accountability
Customer Success & Relationship Stewardship
- Conduct monthly/quarterly success meetings with assigned Managed TEM clients to review open service items and proactively plan for upcoming needs
- Maintain strong client relationships post-onboarding to ensure service satisfaction, renewal readiness, and issue resolution
- Identify and escalate opportunities to expand service scope or transition audit-only clients into full Managed TEM
Audit & Optimization Oversight
- Serve as Project Manager for assigned telecom audits, coordinating timelines, documentation intake, progress tracking, and internal milestone completion
- Refine and implement a repeatable audit PM process, with focus on timeline compression and KPI visibility
- Collaborate with internal audit and inventory teams to track progress and escalate roadblocks
- Identify and support opportunities to convert audit-only clients to full Managed TEM engagements
Cross-Functional & Strategic Collaboration
- Coordinate daily with internal departments (Audit, Product, DD2, Sales) and offshore teams to ensure service delivery meets defined SLAs
- Participate in strategic workgroups focused on platform development, AI integration, and roadmap planning
- Provide operational and client-focused insights that help guide future automation, service model improvements, and product enhancements
Required Qualifications
- 7+ years of experience in telecom-related roles with a focus on project delivery, implementation, or operations
- Hands-on experience with TEM platforms and processes is required
- Deep understanding of wireline and wireless telecom products, including contract structures, billing nuances, and lifecycle management
- Demonstrated ability to manage multiple complex projects simultaneously in a fast-paced, service-driven environment
- Exceptional communication, client relationship, and organizational skills
- Experience managing offshore resources and/or working with distributed delivery models
- Proficiency in Microsoft Dynamics 365 or similar CRM and workflow platforms preferred