Business Telecom Manager

Overview

The Business Telecom Manager is responsible for leading the strategic planning, coordination, and prioritization of telecom-related business initiatives across departments. This role acts as the liaison between business units and the technical telecom team, ensuring that communication solutions align with organizational goals and operational needs. The manager will oversee business requirements gathering, feature tracking, and release planning for VOIP, voicemail, call recording, and other telecom services.

This position works in tandem with Information Technology as the business arm to telecom, ensuring that business needs are clearly defined, prioritized, and translated into actionable technical solutions.

• Collaborates with department leaders (Member Services, Health Services, Claims, PR, Admin) to gather and define telecom-related business requirements.
• Partners with IT leadership to align telecom strategy with broader digital transformation and customer experience goals.
• Prioritizes telecom feature requests and enhancements based on business impact, regulatory needs, and operational efficiency.
• Maintains a roadmap of upcoming telecom features (e.g., voicemail, call recording, speech analytics, VOIP upgrades) and coordinate release planning with the technical telecom team.
• Tracks and reports on the status of telecom initiatives, including feature adoption, user feedback, and ROI.
• Facilitates cross-functional meetings to align telecom capabilities with business workflows and customer service goals.
• Develops business cases for telecom investments and upgrades, including cost-benefit analysis and vendor comparisons.
• Ensures compliance with HIPAA, security, and privacy standards in telecom-related business processes.
• Provides direction and oversight for telecom-related training, change management, and communication plans.
• Monitors usage trends and analytics to identify opportunities for optimization and automation.
• Serves as the primary point of contact for business-side telecom escalations and service improvement initiatives.
• May supervise business analysts or project coordinators support telecom initiatives.
• Other duties as assigned.

Education and Experience

Bachelor’s degree in Business Administration, Health Administration, Information Systems, or related field preferred. Minimum of 5-6 years of experience in a business operations or project management role, preferably in healthcare or IT. At least 3 years in a leadership or management capacity. Experience working with VOIP systems, telecom vendors, and cross‑functional teams.

Special Skills, Licenses and Certifications

Strong analytical, organizational, and communication skills. Experience with business reporting tools, telecom analytics, and project management software. Certifications in Business Analysis (CBAP), Project Management (PMP), or ITIL preferred. Valid California driver’s license and automobile insurance for business travel.

Performance Based Competencies

Strong analytical, organizational, and communication skills. Experience with business reporting tools, telecom analytics, and project management software. Certifications in Business Analysis (CBAP), Project Management (PMP), or ITIL preferred. Valid California driver’s license and automobile insurance for business travel.

Work Environment And Physical Demands

More than 50% of work time is spent using a desktop computer. When necessary, the ability to lift, carry, or move manuals and reports, weighing up to 10 lbs. Primarily office‑based with extensive use of computer systems. May require occasional travel to other office locations or vendor sites.

All Health Plan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the Health Plan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE:

$ - $

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive or definitive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.