Senior Manager, Onboarding Technicians

Redefine the future of customer experiences. One conversation at a time.

We’re changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.

Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If you’re ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you’re in the right place. 

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

 

Employer:                            Nextiva, Inc.

Position Location:                Scottsdale, Arizona

Position:                               Sr. Manager, Onboarding Technicians

Job Duties:

1. Oversee the end-to-end internal onboarding processes of Nextiva communication tools, ensuring consistency, compliance, and alignment with industry best practices through regular audits of internal procedures to identify gaps and implement improvements.
2. Manage, collaborate, and lead the onboarding of cloud-based communication tools, technical associates, and their technical deployment, fostering a collaborative and high-performance culture.
3. Serve as liaison between Product Development, Sales, Support, Human Resources, Information Technology, L&D, and departmental leaders to create a cohesive and complex solution for customer experience with Nextiva cloud-based communication tools.
4. Control all aspects of long-term and short-term strategic planning, work projection, and cross departmental collaboration and participation in different IT projects.
5. Assist with regular inter-departmental meetings to discuss, collaborate, and resolve operational challenges within the onboarding department.

Job Requirements:    

Education Requirements:

• Bachelor’s degree in Tourism & Hospitality Management with concentration in Business Management, Bachelor of Business Administration in Business Administration, Bachelor of Business Administration in Business Administration with a concentration in Project Management, or closely related. Employer will accept foreign equivalent if in same field.

Experience Requirements:

• 6 months in job offered, Manager of Implementation Department, or closely related.

Special skills requirements:

1. Track onboarding process of communication tools using Salesforce and Cloud Coach and lead technical staff in delivering high-quality communication products and services, maintaining open communication, and addressing customer concerns promptly and effectively.
2. Oversee international recruitment, training and management of multinational project teams using HR systems and tools such as Oracle, Enova365, and Humanity. This includes managing IT project teams in Ukraine, Poland, and the United States while ensuring the appropriate labor codes are met.
3. Experience working with in-house CRM systems and external systems like Zendesk, Monday, and Oracle.
4. Experience working with unified communications platforms and features, including software, telecommunications, LAN/WAN support, PBX, SBC, VOIP traffic, OCOM, media server, and networking. 
5. Work with CCaaS cloud-based solutions like BroadSoft, IIIO, Five9, among others.
6. Experience with TCP/IP and VOIP Contact Center Management, VoIP knowledge of SIP signaling and telephony.
7. Experience working with the following tools and technologies:
   • Automation Anywhere, Power BI, Oracle ERP, Jenkins, Pendo, ASANA, Jira, Confluence, Lucid Chart, Bitbucket, Microsoft products, and Google Suite.

Salary:                                     Available upon request

Work Schedule:                       40 hours/week

Qualified applicants send cover letter and resumes to: Nextiva, Inc., Lisa Fitch, Sr. Manager, Benefits & People Operations, lisa.fitch@nextiva.com, ref job# BF01. EOE. Standard Benefits. #LI-DNI #FB-DNI #IN-DNI #TW-DNI #GD-DNI

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  They are a change agent, prepared to lea