Account Director — Telco Operations Transformation

Role summary

Account Director — Telco Operations Transformation is a full-time role at Tupl in Town of Berlin, New York, United States (on-site). Posted 2026-10-30. Experience level: 10+.

Job title

Account Director — Telco Operations Transformation

Company

Tupl

Location

Town of Berlin, New York, United States

Work arrangement

on-site

Employment type

full-time

Category

Software Engineering

Experience level

10+

Date posted

2026-10-30

Job description

Your mission

M ove 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

Your profile

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.

Why us?

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.