Manager, Telecom Automation Operations The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale. The Manager, Telecom Automation Operations is responsible for leading a dedicated team that supports the organization's Telecom-related Automation Operations. This role spans both break/fix incident resolution and business optimization initiatives, ensuring the Automation Operations operate reliably and continuously deliver measurable value to the Telecom business unit.
Key Responsibilities:- Lead and develop a team of AI Support Administrators, providing guidance, coaching, and performance management
- Own the end-to-end support model for all Telecom Automation Operationss, including incident response, escalation management, and resolution tracking
- Drive business optimization efforts by identifying opportunities to improve platform performance, reduce downtime, and enhance ROIEstablish and maintain SLAs, KPIs, and operational runbooks for all supported Automation Operations
- Serve as the primary escalation point for critical platform incidents and business-impacting outages
- Partner with Automation Operations vendors, internal IT, and Telecom business stakeholders to prioritize enhancements and resolve systemic issues
- Lead regular operational reviews, reporting on platform health, incident trends, and optimization outcomes
- Develop team processes and standard operating procedures to ensure consistency and quality of support
- Manage budget, vendor relationships, and resource planning for the support function
- Stay current on Automation Operations developments, Telecom industry trends, and emerging best practices in AI operations
Qualifications:- 5+ years of experience in technology operations, platform support, or IT service management, with at least 2 years in a people management role
- Demonstrated experience supporting AI/ML platforms, intelligent automation tools, or enterprise SaaS platforms in a Telecom or related environment
- Strong understanding of ITSM frameworks (e.g., ITIL) and incident/change management processes
- Proven ability to drive cross-functional collaboration and manage stakeholder relationships at multiple levels
- Experience defining and managing SLAs, operational KPIs, and service performance reporting
- Strong analytical and problem-solving skills with a continuous improvement mindset
- Excellent written and verbal communication skills; ability to translate technical issues into business impact
- Bachelor's degree in Information Technology, Computer Science, Telecommunications, Business, or a related field (or equivalent experience)
Preferred Qualifications:- ITIL v4 certification or equivalent service management credential
- Familiarity with Telecom-specific platforms (e.g., network operations AI, customer experience AI, billing optimization tools)
- Experience with AI/ML model monitoring, data pipeline support, or MLOps practicesPMP or similar project management certification
Reporting Structure: This role reports directly to the Telecom Ownership leadership and manages a team of AI Support Administrators. The Manager will collaborate closely with Telecom business units, IT, and AI platform vendors.
Annual Salary Range: $120,000-$130,000/year, with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.
