Manager of Customer Systems & Solutions

About the Team:

Born at X, Google's Moonshot Factory, Taara is on a mission to connect billions of people lacking abundant and affordable internet today by pioneering the way we use light to deliver faster, cheaper, more reliable connectivity. Lead the charge in bringing our groundbreaking wireless optical communication and photonics chip technologies to the world. Drive our growth story as we scale innovative solutions across the world. Join us to light the way for bridging the digital divide and illuminating the future.

About the Role:

As the Manager of Customer Systems & Solutions, you will be responsible for the strategic planning, implementation, and management of tools used to manage customer experiences with Taara, including tools for operations, internal workflow management, and customer support. You will become an internal advocate for the customer, surfacing customer health data, identifying existing gaps, and driving implementation of better processes to support and delight our customers. This role requires a savvy technical leader who can ensure our systems & tools environment matches our business needs, including through seamless interfaces between different tools, system optimizations, and cost and process efficiencies. The role also requires someone who excels at proactive solutioning and is always seeking to improve our customers' satisfaction and understands how technology and tools can help us improve customer outcomes.

How you will make 10x impact:

• Strategic & Operational Ownership: Understand the drivers of successful customer and business outcomes, and champion internal solutions – technical and process-based solutions – to support those outcomes. Implement frameworks that leverage our systems & tools environment to better serve our customers, and use our technical platforms to improve operational performance and customer satisfaction.

• System Ownership & Optimization: Develop and execute a near- and long-term strategy for Taara's internal systems and tools, from selection and implementation (including migration work where applicable) to ongoing maintenance and upgrades. This includes tools for customer relationship management (CRM), network monitoring and customer ticketing, and internal workflow management.

• Process Improvement: Identify and resolve system-related bottlenecks and inefficiencies, and help illuminate existing gaps. Implement automation and new features to streamline workflows for customer support, technical operations, and other business units.

• Vendor Management: Manage relationships with software vendors and service providers. Evaluate new technologies, negotiate contracts, and ensure vendors meet service level agreements (SLAs) and deliver cost-effective solutions.

• Cross-Functional Collaboration: Partner closely with the engineering, customer support, sales, and finance teams to gather requirements, prioritize initiatives, and communicate system changes and updates effectively.

What you should have:

• 5+ years of experience in systems & tools or IT management, ideally with a focus on telecom-related systems & workflows.

• Strong knowledge of ticketing platforms and workflow management & routing tools.

• Proven ability to develop and execute a technology roadmap that supports business objectives.

• Excellent analytical and problem-solving skills, with a track record of identifying and resolving complex technical and operational issues.

• Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.

• Track record of managing and driving execution across complex projects.

• Ability to work in the Sunnyvale office at least 3 days per week.

It would be great if you also had these:

• Familiarity with and experience in the telecommunications industry

• Experience with common business software platforms (e.g., Salesforce, Zendesk) and data visualization and dashboarding tools

The US base salary range for this full-time position is $155,000-$175,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your location during the hiring process.