Senior Manager, TEM Operations & AI Delivery

Job Title: Senior Manager, TEM Operations & AI Delivery

Overview: Reinvent managed TEM. Build what comes next. At Upland Software, smart, creative teams work together to solve meaningful customer problems and build what's next. We're remote-first, global, and driven by a culture of ownership, growth, and possibility.

Cimpl is Upland's Telecom Expense Management (TEM) and Managed Mobility Expense platform—the system of record for how large enterprises manage communications spend, inventory, and vendors. Our customers stay with us for years because Cimpl is embedded in mission-critical workflows, and because our people make the data and outcomes trustworthy. Now we have an opportunity to take that relationship further.

The traditional TEM model is being commoditized. The next generation of enterprise customers will expect their managed-services partner to do more than collect, reconcile, and report. They will expect it to predict, recommend, and act.

We're looking for an experienced TEM, Managed Mobility Services (MMS), telecom operations, or enterprise-services leader to become the operational and transformation leader for Cimpl Managed Services. As the Senior Manager of TEM Operations & AI Delivery, you will own the service experience for our most important enterprise customers while reimagining how managed TEM is delivered.

This is for a builder and operator: someone who understands enterprise customers and operational discipline, but who is equally energized by asking, “What if we designed this differently today—with AI?” You don't need to be an engineer. You do need to understand how TEM operations work, see where manual effort is hiding, and have the curiosity and influence to replace it with smarter processes, automation, and AI.

• Protect and grow the customer base: Be the senior operational partner for Cimpl's largest enterprise accounts. Build trust, prevent escalations, support renewals, and create opportunities for expansion.
• Own operational excellence: Set and consistently exceed standards for SLAs, data accuracy, service quality, and account health.
• Reinvent managed services: Lead a clean-sheet rethink of how Cimpl Managed Services should operate in an AI-enabled world, partnering closely with Product.
• Apply AI and automation: Identify and implement practical use cases across reconciliation, data validation, anomaly detection, dispute management, workflow automation, and customer support.
• Lead Customer Support: Own end-to-end resolution, coach the team, and ensure recurring issues are addressed at the root cause.
• Drive cross-functional improvement: Distinguish product, process, and customer issues and ensure the right teams solve them permanently.
• Build a scalable operating model: Standardize processes, improve reporting, and create an operation that scales through technology and better ways of working—not simply more people.

You are likely a senior operator who brings:

• Experience in TEM, MMS, telecom operations, or a closely related enterprise-services environment.
• A track record of owning SLAs, operational metrics, and customer outcomes.
• Experience managing enterprise customers or high-value customer portfolios.
• A strong understanding of what drives retention, customer health, and expansion.
• A demonstrated ability to identify inefficiency and transform how work gets done.
• Genuine enthusiasm for applying AI and automation to operational problems.
• Enough technical fluency to understand SaaS and TEM workflows without being an engineer.
• Strong executive communication skills and the ability to influence Product, Support, Customer Success, and customers.

Preferred Qualifications:

• Experience leading a managed-services or operations team.
• Familiarity with workflow automation, RPA, or AI-assisted operations.

In your first 12 months:

• Cimpl's largest customers see you as a strategic partner and reason to renew and expand.
• SLAs and service standards are consistently met or exceeded, with clear visibility into performance and account health.
• At least one significant managed-services workflow is measurably transformed through AI or automation.
• The team spends less time on manual processing and more time on judgment, insight, and customer relationships.
• A clear vision for the next generation of Cimpl Managed Services is established—and the first pieces are already being delivered.

Cimpl already has what many companies struggle to build: deep, trusted relationships inside complex enterprise environments. Your opportunity is to turn that foundation into the next generation of managed TEM—one that doesn't just record what happened, but helps customers understand, anticipate, and act.

If you're ready to run a great operation today while building what managed services becomes tomorrow, we want to hear from you.

Compensation: $105,000-$125,000

About Upland Software: Upland Software (Nasdaq: UPLD) is the intelligence layer that unifies and contextualizes enterprise knowledge, content, and data, turning isolated information into actionable outcomes for every human and agent. More than 1,100 enterprise customers rely on Upland's deep domain expertise to unlock the full value of their AI and agent-driven operating models, driving measurable outcomes across customer experience, employee productivity, and regulatory compliance. For more information, visit www.uplandsoftware.com.