Carrier Sales Support Director

Company Overview NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai. Responsibilities The Carrier Sales Support Director serves as the primary bridge between the sales organization and carrier operations. This role owns the pre-sale and post-sale coordination layer — ensuring that carrier commitments made during the sales process are operationally sound, accurately scoped, and set up for clean handoff into provisioning and fulfillment. The Director is accountable for the front office support team and acts as a key escalation point for both sales and carrier partner relationships. Lead carrier operations support for sales activities, including active pursuits, RFPs, and customer proposals Comply with all company policies and standards. Partner with Sales Leadership to ensure carrier solutions are accurately scoped, operationally feasible, and deliverable. Oversee quote-to-order accuracy, validating that carrier commitments align with sold solutions and customer expectations. Serve as the senior escalation point for sales-to-operations handoff issues and carrier-related pre-sale conflicts Manage strategic carrier partner relationships, fostering collaboration at both operational and account-management levels Negotiate and govern carrier SLAs, service commitments, and escalation procedures to ensure service quality and accountability. Lead and develop the Carrier Front Office Support Team, establishing priorities, workflows, and performance standards. Design and implement intake, triage, and support processes for sales orders, quote requests, and pre-sale carrier coordination. Own documentation standards for carrier orders, ensuring complete and accurate information before provisioning handoff. Establish and enforce pre-handoff quality controls, including documentation checklists and readiness criteria. Drive implementation efficiency and process improvement by reducing provisioning delays, fallout, and rework caused by documentation gaps. Develop and maintain operational policies and cross-functional processes that align Sales, Carrier Operations, Provisioning, Finance, and Revenue Assurance. Qualifications Bachelor’s degree in Business Administration, Operations Management, or related field, with equivalent experience in operations, process improvement, or service delivery 8+ years in telecom carrier operations, carrier sales support, or related field Demonstrated experience managing carrier partner relationships at a senior level Strong understanding of telecom products: broadband, DIA, SIP, SD-WAN, MPLS Proven ability to lead cross-functional teams and drive process improvement Experience with CRM/order management platforms (Salesforce preferred) Excellent communication and executive presence — comfortable in carrier QBRs and sales pursuits Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies. Requires Travel - Yes At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees! All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees. NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, stat