Technical Operations Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee the platform, manage operational relationships, and provide ongoing support for clients utilizing contact center managed operations.

• Act as a trusted advisor to clients.

• Supervise managed technical operations, cultivate and maintain client relationships, and ensure client satisfaction.

• Identify risks and lead the expansion of managed technical operations accounts.

• Ensure compliance with client regulations and policies, including ITIL processes, time reporting, asset management, release management, and security.

• Oversee internal and external communications related to client engagement.

• Guarantee client satisfaction with Managed Services Offerings.

• Facilitate the transition between project-related tasks and Day-2 support.

• Contribute to the management of the commercial aspects of the managed services engagement, including the development of commercial documentation and requirements gathering.

⛳️ Requirements

• 2–4+ years of experience in Technical Operations Management, preferably in contact center environments that support cloud or on-premises technologies.

• Demonstrated client management skills, including relationship building, expectation management, and issue resolution.

• Practical experience in delivering or managing Contact Center technologies, such as:

• Voice and data network operations.

• Computer Telephony Integration (CTI).

• ACD and IVR platforms.

• CRM systems and their associated integrations.

• Strong organizational and coordination abilities, capable of managing multiple operational priorities in a dynamic environment.

• Preferred: foundational project management experience encompassing task planning, timelines, and cross-functional coordination.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Tax-advantaged healthcare accounts.

• Financial and income protection benefits.

• Paid time off (PTO) along with wellness time off.