Senior Manager, Contact Center Operations

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the contact center platform and service roadmap, encompassing voice, chat, email, AI self-service, and agent assistance.

• Direct platform assessments, architectural decisions, integration processes, and migrations in collaboration with Engineering.

• Design routing, queues, IVR, and escalation procedures tailored to government clients, programs, regulations, and brands.

• Integrate contact center systems with CRM, knowledge bases, workforce management, and payment solutions.

• Ensure compliance with accessibility standards, language access, security protocols, and PCI regulations.

• Spearhead the deployment of conversational AI, automated workflows, agent assistance, and interaction analytics.

• Identify inquiries that can be addressed through self-service to minimize unnecessary contacts.

• Oversee AI resolution metrics, containment rates, accuracy, resident satisfaction, and transfer metrics.

• Establish AI guidelines, human review processes, quality assurance protocols, resident disclosures, and rollback strategies.

• Maintain the foundational knowledge necessary for AI operations.

• Lead the operations of the Resident Support Center across BPO partners, focusing on staffing, productivity, SLAs, and cost management.

• Manage workforce planning, capacity management, QA calibration, and operational governance.

• Handle BPO relationships, contracts, commercial models, data ownership, and SLAs.

• Utilize contact data to decrease cost per contact and enhance first-contact resolution.

• Develop playbooks for client launches, seasonal surges, incidents, and increased transaction volumes.

• Cultivate the skills of contact center leaders and enhance technical and operational capabilities.

• Strategize role evolution as AI takes on increased workload.

• Construct business cases linking technology investments to resident experience, capacity enhancements, and cost savings.

• Collaborate with Client Success, Implementations, Product, Engineering, and AI Enablement teams.

• Convey priorities, results, risks, and investment suggestions to executive leadership.

⛳️ Requirements

• Extensive leadership experience in contact center operations.

• Proven experience managing the performance, contracts, and commercial terms of outsourced BPO partners.

• Demonstrated history of modernizing cloud contact center platforms, routing systems, IVR, workforce management, and quality assurance systems.

• Practical experience in deploying conversational AI, self-service options, agent assistance, or workflow automation.

• Established success in driving operational and AI transformations while ensuring BPO performance standards are met.

• Technical proficiency in APIs and system integrations.

• Ability to convert complex technical decisions into clear business cases and outcomes for executives.

• Experience supporting high-volume consumer services, payment systems, or government programs.

• Familiarity with PCI DSS, accessibility standards, and language access requirements.

• Background in shared operations supporting multiple clients or brands.

• Experience with outcome-based or per-resolution pricing models for BPO services.

• Experience in establishing AI governance, guardrails, testing protocols, and quality assurance measures.

• Authorization to work in the United States or Canada without sponsorship; U.S. sponsorship is not available.

🏝️ Benefits

• Bonus pay.

• Competitive salaries.

• Excellent benefits.

• Flexible working arrangements.

• Resources necessary for optimal performance.

• Corporate volunteer program.

• Opportunities for professional advancement.

• Equal opportunity employment.

• Reasonable accommodations for individuals with disabilities.