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Service Delivery Manager

| Seattle

We believe that phone calls should be secure, engaging, and free from fraud and robocalls. Hiya is building the modern trust and identity layer to revolutionize the mobile phone call experience. We serve more than 100M users worldwide directly through our apps and in partnership with mobile device makers like Samsung and carriers like AT&T. We also help businesses who rely on real-time connections to amplify trust in their brand and reach more customers through our rapidly maturing SaaS platform, Connect.

We are looking for a dynamic Service Delivery Manager to join our team in Seattle and to be at the heart of our customer interactions. You will be responsible for delivering world-class services and partner support, and for maintaining an excellent relationship with top partners.

As a Service Delivery Manager you are passionate about building partner-oriented relationships, maintaining account retention, and aligning with the strategic direction of our customers. The responsibilities include: prioritizing client requests, analyzing complex data sets, troubleshooting technical issues, tracking service and business metrics, running and coordinating critical projects, strategically managing our most important partners, and helping lead the technical professionals at Hiya who are responsible for getting their services delivered.

You will have the opportunity to work closely with different aspects of the Hiya organization, including Business Development, Engineering, Data, Product Management, Marketing, and executive management teams.

This role is highly critical to the success of Hiya, and you will be a key player in a small but global team that interacts with the largest brand name carriers in the world.

As the Service Delivery Manager you will:

  • Be the main point of contact for our carrier partners, building a strong working relationship, and making sure our partners are getting the service for which they hired Hiya. Be creative in navigating technical, business, and legal/regulatory obstacles.
  • Increase partner satisfaction by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews. Provide executive-level technical overviews. Foster collaboration; maintain coordination.
  • Initiate, define, and drive a portfolio of diverse projects, and hold people accountable for timely and defect-free software delivery. Drive investment and commitment.
  • Collaborate with Hiya Operations, Product, and Engineering as well as partner Product and Engineering on identification and resolution of issues and bugs.
  • Function as the voice of the customer, triage new requests from ideation through prioritization to results, and provide internal feedback on how our platform and products can better serve our partner objectives. Create positive wins.

Technical knowledge, skills, education and experience:

  • Excellent written and oral communication skills for both internal and external audiences. Ability to shape and own a message, and to project a message that will travel well.
  • Capable of balancing multiple competing priorities, foreseeing potential challenges, and fixing root causes of dissatisfaction. Ability to resolve without escalation.
  • Demonstrated ability to use analytics to drive focus on the best opportunities for creating customer value and success. Ability to foster critical objectives.
  • Enthusiastic and active listener. Strong peripheral vision.
  • 5-7 years of experience in account management, customer service or a related field. Program management and product marketing management are a bonus.
  • Experience working in a Telecommunications Service Provider or ‘Vendor to Carrier delivery’.

What you should expect from us:

  • Work at a supportive and fast-growing startup with a fantastic team
  • Make an impact in the lives of tens of millions of consumers
  • Many office perks and great company benefits
  • Collaborate and learn from other great team members
  • Support in developing your skills and accelerating your career

Hiya is an equal opportunity employer. We value and embrace diversity. We do not discriminate on the basis of race, color, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age or disability status.

This position is based in Seattle in our beautiful waterfront office, next to Pike Place Market. 

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Technology we use

  • Engineering
    • JavaLanguages
    • KotlinLanguages
    • ScalaLanguages
    • PostgreSQLDatabases
    • RedisDatabases

Location

We are centrally located in downtown Seattle. The office is easy to get to via public transportation and there is ample parking nearby.

An Insider's view of Hiya, Inc.

What are some social events your company does?

We have a lot of social activities and events. Examples include annual team outings, summer party, holiday party, and various team lunches and happy hours. Sometimes teams have cross function team lunches or events too.

Fei

Accountant

How do you collaborate with other teams in the company?

We include key members from each team(Client, QA, Gateway, Product) in the project kickoffs, sprint plannings, and retrospectives. We talk to each other constantly and have meetings when it's necessary to get things done. We also keep improving ourselves to make the next project better:)

Chad

Software Engineer

What makes someone successful on your team?

I work on the Partner Solutions team where we ship a call protection product that can be built right in to your phone, or can be used as a downloadable app. We work directly with phone carriers so you need to have curiosity and empathy for the needs of customers and end users, from the technical spec down to the details of in-app user experience.

Ari

Sr. Software Engineer

What is your vision for the company?

Hiya is reimagining the phone experience, more specifically how you call and receive calls from businesses and people. Our vision is to work with telecommunication operators, mobile device manufacturers, and businesses to create an integrated experience that removes all the inconveniences of making and receiving phone calls keeps all the great bene

Marcelo Calbucci

CTO

What are some things you learned at the company?

Our mission is so firmly woven into our DNA, it makes it easy for me and my team to stay motivated. I’ve learned that having a clearly defined mission statement is vital in keeping my team aligned to our goals as a company and provides me clarity as to how my day-to-day contributions bring us closer to our vision.

Javier

Business Intelligence and Data Acquisition Lead

What are Hiya, Inc. Perks + Benefits

Hiya, Inc. Benefits Overview

Here at Hiya we provide consumers with the best phone experience by providing spam protection and enhanced caller ID services. As for team, we have a passionate crew of go-getters, and we celebrate our successes on a weekly basis! We have a fully-stocked kitchen, a team event every Friday, unlimited paid time off, budget for learning and development opportunities, health, dental and vision insurance, 401K and many other perks.
When we’re not eating, drinking or brainstorming great ideas, Hiyans can be found getting massages at the office, or bonding across teams during quarterly outings.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
At Hiya, we represent an amazing 18+ different countries. At our company make-up and hiring practices from all angles to ensure that we are inclusive of a diverse workforce without biases.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Hiya sponsors family oriented events Quarterly.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $1000 with a maximum total match of $1000.
Lunch and learns
Hiya hosts lunch and learn meetings weekly.
Promote from within
Continuing Education stipend
We offer $1000 annually for continuing education.
Paid industry certifications
We have annual budget of up to $1000 for paid industry certifications.

Additional Perks + Benefits

Hiya supports all members of our community to create an inclusive, welcoming, and communal environment. During gay pride in June, we held a special happy hour celebrating the LGBT community. In December, we celebrate Christmas, and Hanukkah. By celebrating multiple holidays, we learn the meaning behind various celebrations. In addition, Hiya serves a global population--in fact, we are in every country! We bring together our offices from the US, Hungary, and United Kingdom to learn how each region differs, yet has commonalities. Once a year, we have a company offsite to address these inclusive matters.

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