Director of Carrier and Distribution Programs

About Us

At Hiya we are on a mission to secure the voice call with trust, identity, and intelligence. We’re protecting everyday people from spam and fraud calls, connecting businesses with their customers, and helping mobile carriers secure their networks for all.  In early 2016, we brought Hiya Protect to market through Samsung Smart Call, AT&T Call Protect (now Active Armor) the first-ever network-based spam solution, and the Hiya consumer app for iOS & Android. Three years later in 2019, we brought Hiya Connect to market, a B2B branded call SaaS solution that enables companies to connect to the consumers they are trying to reach. The combination of Protect, Connect, and the Hiya app has resulted in the world’s largest Voice Security Platform with over 450M users.

About the Position

As Hiya continues to expand, we are seeking an accomplished and experienced program management leader to lead our Carrier and Distribution Programs, playing a central role in supporting our carrier customer base and other distribution partners globally. Your team is responsible for delivering world-class services and client support, and for maintaining excellent working relationships with telecommunication service providers, smartphone manufacturers and integration partners across all facets of project, program, and operational management. As a Director of Carrier and Distribution Programs, you enjoy maintaining customer satisfaction with service quality while building programmatic alignment on longer-term, strategic deliverables. 

What You’ll Do

• Drive the functional vision for client success with Hiya services
• Foster proactive planning for and aligning around all client-facing Hiya activities together while anticipating client-facing discussions that are instrumental to Hiya’s quality, value, and risk management
• Define horizontal functions and processes that can be applied across client relationships
• Manage scope to be negotiated within contract for new implementations
• Help lead the product managers and technical professionals at Hiya who are responsible for getting their services delivered

Your team is accountable for the technical delivery, integration, performance, customer acceptance and the achievement of associated revenue for a suite of multiple products that Hiya offers. 

Your team is the technical and non-technical program management interface between Hiya and its customer(s) and is the voice of the customer for initiating, defining, and driving a portfolio of diverse projects as well as holding people accountable for meeting spoken and unspoken expectations. This role is highly critical to the success of Hiya who leads a team that interacts with the largest brand name carriers and smartphone manufacturers globally. As such, you will be responsible for making sure our clients are getting the highest quality service for which they hired Hiya. Challenges will require you to foster collaboration, maintain coordination, and resolve escalations, all while being creative in navigating technical, business, and legal/regulatory obstacles. 

Your team works closely with different aspects of the Hiya organization, including Business Development, Carrier Success, Engineering, Data, Product Management, Product Marketing, and executive management teams in order to deliver on-time and defect-free SaaS projects with broad service support.  

You don't have to check all the boxes, but we think it's important if you:

• Are experienced in managing a service practice responsible for a portfolio of delivery programs and post-launch support, including underlying methodologies, processes and tools.
• Bring a strong customer orientation and executive presence to support external engagement meetings across an active portfolio.
• Provide oversight to ensure the team’s delivery success, while building relationships at leadership level. Serve as leadership point of contact for managing expectations and/or escalations  
• Are experienced at building and coaching external-facing delivery leadership roles.  
• Drive collaboration within global cross-functional leadership to ensure external services are aligned with product strategy/availability, resource priorities and company goals/KPIs 
• Create positive wins, are capable of balancing multiple competing priorities, foreseeing potential challenges, and fixing root causes of dissatisfaction  
• Foster critical objectives: demonstrated ability to use analytics to drive focus on best opportunities for creating customer value and success 
• Have 7-10 years of experience in leading technical service delivery, product management, program management, or a related discipline
• Are comfortable with hands-on technical tools, technical triage and analyzin