Director, NOC (Network Operations Center)

Life at Plume At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. Which is why we’ve built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale. We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We’re expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data. With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can’t do it exceptionally well, we don’t do it. It’s how we've assembled a team of world-class builders, thinkers, and doers. And it’s how we’re reinventing what’s possible every day. Role Description: As part of Plume’s Technical Operations team, you will play a critical role in taking full ownership of our global 24x7x365 Network Operations Center (NOC) team. In this high-impact leadership role, you will manage a tier of NOC managers, drive operational excellence, and lead large-scale, geographically distributed teams to ensure rapid incident response and high system availability for Plume’s customers, partners, and platform. This role sits at the intersection of operational leadership and technical ownership — serving as the point of accountability for monitoring and supporting Plume’s global operations while partnering closely with Engineering and cross-functional peers. You’ll own Plume’s incident management program, define and refine core processes and SOPs, and drive the technical projects that elevate our overall service delivery and customer experience. Responsibilities: • NOC Leadership: Assume full ownership and strategic leadership of Plume’s global, 24x7x365 NOC team. • Team Development: Develop, coach, and mentor a tier of NOC managers to build high-performing, geographically distributed teams. • Incident Management: Own and drive Plume’s incident management program to enable rapid mitigation of complex technical issues. • KPI & SLA Adherence: Ensure the team strictly adheres to defined KPIs, SLAs, operational metrics, and industry benchmarks. • Process & SOP Ownership: Define, implement, and continuously refine core processes, Standard Operating Procedures (SOPs), and key technical projects to elevate service delivery. • Cross-Functional Partnership: Partner closely with engineering and cross-functional peers to maintain high system availability and deliver seamless support to customers and partners. Qualifications: • Bachelor’s degree in a STEM field or equivalent work experience. • Ten+ years of experience managing NOC and technical support operations. • Experience with incident management and response. • Hands-on technical experience with cloud platforms, Wi-Fi, networking, infrastructure, and application support. • Strong leadership process and framework skills, with the ability to manage and resolve conflicts effectively. • Excellent communication skills, both verbal and written. • Strong organizational skills and attention to detail. • A proactive approach towards learning and professional development. About Plume As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world’s largest such as Charter, Liberty Global, and J:COM. Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume’s software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture. Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.