Senior Manager, Technology - Voice Technology

About the Team

Williams-Sonoma, Inc. (NYSE:WSM) is a Fortune 500 multi-channel specialty retailer of high-quality products for the home. Today, Williams-Sonoma, Inc. is one of the United States' largest e-commerce retailers with some of the best known and most beloved brands in home furnishings. As part of the Technology Solutions organization, the Voice and Telecom team is accountable for the voice and connectivity infrastructure that supports all our corporate sites as well as our outstanding customer service delivery.

About the Role

You have a passion for people and invest in their success and will attract, develop, and retain the industry's best networking talent while possessing the technical chops and experience to effectively influence/participate in engineering discussions, strategic planning, roadmaps, and final decisions to ensure we design, build, and operate a robust, scalable, and secure voice and telecom infrastructure at every location. The ideal candidate will be responsible for managing voice services, optimizing telecom operations, and ensuring that our communication systems meet the needs of the global organization. Come help us select, plan, build, and deploy the next generation of voice platform and telecommunications services.

Responsibilities

• Oversee the design, implementation, and maintenance of voice communication systems (e.g., VoIP, PBX, SIP, H.323) and connectivity to ensure optimal performance and reliability. Work closely with our business partners to ensure the stores, distribution centers and supply chain specific needs are exceeded
• Lead and mentor a team of telecom professionals, providing guidance and support to enhance their skills and ensure high-quality service delivery. Vendor Management: Manage relationships with telecom service providers and vendors to negotiate contracts, evaluate performance, and ensure compliance with service level agreements (SLAs).
• Drive financial budgets by ensuring our telecom bills are accurate, circuits are managed for both delivery and disconnects and hardware inventory kept for all sites, equipment, and services with appropriate support contracts, among other budgeting decisions
• Stay current with industry trends and emerging technologies, evaluating their potential impact on the organization's voice and telecom strategies.
• Oversee the troubleshooting of telecom issues, ensuring timely resolution and minimal disruption to business operations. Project Management: Own the execution, planning and success of projects in this domain; and support for projects in other areas reliant on their teams' services, ensuring alignment with organizational goals.
• Establish and enforce telecom policies and procedures to ensure security, compliance, and optimal usage of communication systems.
• Ensure Operational excellence in change management, inventory management and all operational practices follow standards and best practices

Here's how you will be successful...

• Consistently lead by example, be a role model and change agent for your team and the larger technology group.
• Lead voice and telecom projects to successful implementation and celebrate the wins
• Drive an outcome/impact-based culture and implement methodologies to get us there
• Measure what matters through KPIs and drive continual process improvements in workgroup maturity
• Bring a passion for automation and data-driven analytical approaches to solving problems while flexing to emerging needs and changes as they arise

Criteria

• Bachelor's degree or equivalent work experience in Telecommunications, Information Technology, Computer Science, or a related field; master's degree preferred.
• 10+ years of experience in voice and telecom management, with a proven track record of successful project execution and team leadership.
• Deep and broad knowledge of VoIP technologies, SIP, H.323, PBX systems, call center, and telecom technology and processes, technical design, and delivery methodologies.
• Excellent analytical, problem-solving, and decision-making skills.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively across departments. Strength in presentation and influencing skills required for both technical and nontechnical audiences.
• Experience with vendor management and contract negotiations.
• Knowledge of Avaya and Cisco WebEx platforms is a plus.
• Project management certification (e.g., PMP) is a plus.
• Experience in managing other managers (leader of leaders) preferred.
• This role requires being onsite in the Rocklin, California office Monday through Thursday with optional office presence on Friday.

Our Culture & Values

We believe that taking care of our people is vital to our success and we strive to offer equitable and transparent practices for all. We prioritize connection, growth, and wellbeing. Our associates are encouraged to bring their authentic selves to work, so they can be their best and achieve their personal and professional goals. We make inclusivity a cornerstone of our culture by welcoming associates with diverse cultures and backgrounds and celebrating them, together. We nurture an open, inclusive environment for all. Our differences-whatever they may be-are valued, explored, and appreciated. Together, we're creating a more just and inclusive company culture where the only criteria for advancement are:

• The quality of our work
• The contributions we make to our teams and the business
• Our ability to lead and connect

We firmly believe that working in a culture focused on diversity, equity, and inclusion (DEI) spurs innovation, creates healthy and high-performing teams, and delivers superior customer experiences. Outside of WSI, we recognize the importance of playing a part in our communities through partnerships, collaborations, and commitments to a more just and inclusive world.

People First

Putting People First means investing in overall well-being and opportunities to grow and advance within the organization. Depending on the position and location, here are a few highlights of what benefits may be available:

Benefits

• A generous discount on all WSI brands
• A 401(k) plan and other investment opportunities
• Paid vacations, holidays, and time off to volunteer
• Health benefits, dental and vision insurance, including same-sex domestic partner benefits
• Tax-free commuter benefits
• A wellness program that supports your physical, financial and emotional health

Continued Learning

• In-person and online learning opportunities through WSI University
• Cross-brand and cross-function career opportunities
• Resources for self-development
• Advisor (Mentor) program
• Career development workshops, learning programs, and speaker series

WSI will not now or in the future commence an immigration case or "sponsor" an individual for this position (for example, H-1B or other employment-based immigration).

This role is not eligible for relocation assistance.

Williams-Sonoma, Inc. is an Equal Opportunity Employer. Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.

The expected starting pay range for this position is $150,000 - $178,000. Applicable pay ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. In addition to competitive pay, compensation may include a variety of other components like benefits, paid time off, merit, and bonus opportunities.