Mgr, 911 PSAP Team
ABOUT SINCH Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation! DESCRIPTION The 9-1-1 PSAP Team Manager is responsible for leading and overseeing the daily operations of the 911 PSAP Team within Emergency Services. This role manages team performance, prioritizes workloads, supports escalations, develops operational processes, and ensures accurate reporting and compliance with service objectives. The manager also collaborates cross-functionally to support the deployment and maintenance of 9-1-1 solutions while actively contributing to team operations. ESSENTIAL FUNCTIONS: Oversee daily operations for PSAP Representatives, Data Collection Specialists, and GIS Specialist. Lead, coach, and develop the 9-1-1 PSAP Team to ensure high performance and operational excellence. Manage team priorities and workflows to meet short- and long-term objectives related to: Data collection Shapefile management NRF/ALI discrepancy referrals 9-1-1 ticket queue KPIs VoIP deployment activities Respond promptly to internal and external requests for information and support. Maintain accurate records and documentation related to PSAP data collection activities. Establish measurable team goals and drive consistent achievement of performance targets. Monitor, analyze, and report on KPIs while identifying opportunities for process improvement and operational efficiency. Serve as an escalation point for complex issues and provide guidance and support to team members. Develop, maintain, and improve operational processes and documentation. Collaborate with Emergency Services Operations, Network Planning, and Project Management teams to support deployment of 9-1-1 solutions. REQUIREMENTS 8+ years customer service experience required 5+ years supervisory experience Strong efficiency and organizational skills, and demonstrated attention to detail Skilled in communicating issues, impacts, and corrective actions on programs to internal and external representatives. Experience balancing team workloads Ability to understand and communicate both technical and business information in verbal and written form. Excellent verbal and written communication skills Able to maintain calm under pressure Bachelor's Degree or equivalent work experience. Proficiency with Microsoft Office Suite PREFERRED: 5+ years’ experience working with Public Safety Answering Points strongly preferred 5+ years telecom experience, including understanding of rate centers and 9-1-1 call routing preferred OUR HIRING PROCESS We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel. We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!
Benefits
STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants. CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health. SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants. TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation. PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support. WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters. MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice. Salary: The annual starting salary for this position is between $120,000 - $150,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This position is also eligible for bonus. This role will be accepting applications until June 4, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.