Account Director — Telco Operations Transformation

Move from advising on transformation to owning its outcome. In this role you'll sit across the table from the C-suite of a tier-1 operator, shaping programs that redefine how its network and customer operations run. AI and automation here are in production, not in a slide deck, and the impact shows up in the operator's results.
We're looking for an Account Director to drive the expansion of our engagement with a tier-1 telecommunications operator — taking our presence into new operational domains while ensuring our professional services teams deliver measurable value on the account.
This role is for a seasoned transformation leader, typically at Manager, Senior Manager, or Director level at a leading technology and transformation consulting firm, who has redesigned how telco operations work: their processes, their organizations, and the information systems underneath them. You understand what automation and AI change in an operating model — and what it takes for an operator to actually adopt them.
You'll carry two responsibilities with equal weight: making sure our teams deliver measurable value on today's programs, and identifying, shaping, and closing the next ones.
What you´ll do
Lead account delivery

• Own the delivery of our professional services teams on the account: scope, staffing, quality, timelines, and margin
• Lead operations transformation programs end-to-end — from diagnosing where customer and network operations lose time, cost, and quality, through solution design, go-live, and post-deployment impact tracking
• Redesign operational processes and organizations around automation and AI agents, including roles, governance, and ways of working
• Translate process and organizational change into its implications for the client's information systems: OSS/BSS, ticketing, workforce management, and data platforms
• Own change management so automations are genuinely adopted, not just deployed
• Build business cases jointly with the client — cost reduction, time acceleration, quality gains — and report realized value to executive sponsors

 Grow the account

• Build trusted relationships with operations, technology, and transformation leaders up to the C-suite
• Identify and shape new opportunities in operational domains where we are not yet present
• Lead proposals and statements of work, from opportunity qualification to closing, together with our sales and product teams
• Own the account plan and forecast, and bring client needs back into our product roadmap

• 8+ years in telecom operations transformation, with at least the last 3 at Manager, Senior Manager, or Director level (or equivalent) at a leading technology and transformation consulting firm
• A track record leading transformation programs at tier-1 operators, ideally in North America
• Hands-on experience redesigning operational processes and organizations, and translating them into information-system requirements
• Deep knowledge of telco operational domains: Customer Care, CEM, NOC, field operations, and RAN Operations
• First-hand understanding of how automation and AI reshape operating models, headcount, and roles — and of the change management it requires
• Experience managing multidisciplinary delivery teams and owning program P&L
• A proven record of growing accounts: originating, shaping, and closing new work with existing clients
• Credibility with every level of the client organization, from the operations floor to the C-suite
• A results-oriented mindset anchored in business value.

Nice to have

• Experience on the operator side, in an operations or transformation role at a tier-1 carrier
• Familiarity with governed, hybrid automation architectures that pair agentic reasoning with deterministic, rules-based execution
• Exposure to automation platforms (RPA, iPaaS, workflow engines) and to TM Forum frameworks such as eTOM and ODA
• Experience moving from a consulting firm to a product company, or selling services around a software platform

Must have legal authorization to work in the U.S. and be able to work on-site in Dallas. Applications that don't meet both requirements can't be considered.

• A senior role with direct impact on the growth of the company
• A performance bonus tied to the results of the account
• The chance to shape how a tier-1 operator runs its operations with AI
• Flexible working hours and a culture that values work-life balance
• A collaborative and open culture where your ideas matter
• 24 days of paid time off per year
• Premium medical insurance for the employee and family
• Retirement plan

About Tupl Founded in 2014, Tupl is an AI company purpose-built for telecommunications network and customer operations. We enable carriers to safely automate their most complex network and customer care operations at enterprise scale. Our solutions are deployed in production at major global operators across North America and Europe. We're headquartered in Bellevue, Washington.
Diversity statement. Tupl is committed to building a diverse and inclusive workplace. We do not discriminate based on race, religion, gender identity, sexual orientation, age, disability, or background.