Senior Manager, Contact Center Operations
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Job Summary
Leading the transformation of Resident Support Operations, the full-time Senior Manager, Contact Center Operations will manage the contact center platform, oversee AI and automation initiatives, and run operations with BPO partners, all while working remotely.
Key responsibilities
- Own the contact center platform, including service roadmap and system integrations, ensuring compliance and accessibility
- Lead the deployment of AI and automation to enhance self-service capabilities and improve operational metrics
- Manage Resident Support Center operations, focusing on service quality, vendor relationships, and data-driven improvements
Required qualifications
- Significant leadership experience in contact center operations and managing outsourced BPO partners
- Proven track record of modernizing contact center platforms with measurable results
- Hands-on experience with conversational AI and workflow automation
- Technical fluency in APIs and systems integrations
- Ability to translate technical decisions into business cases for executive leadership
Complete Job Description
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