Hotline Operations Manager

Role Overview

• Lead end-to-end hotline implementations in coordination with SaaS Implementation teams.
• Facilitate discovery calls, gather requirements, design IVR structures, and define routing workflows.
• Oversee number provisioning, configuration, testing, and go-live readiness.
• Conduct structured user acceptance testing and ensure documented implementation standards.
• Advise customers on intake form design aligned with best practices, compliance considerations, and effective case management workflows.
• Own the day-to-day operational performance of the hotline service delivery model, including oversight of external service partners.
• Monitor service levels including response time, handle time, abandonment rates, and QA scores.
• Conduct regular vendor performance reviews and manage escalations.
• Serve as operational lead for high-value and enterprise customers requiring enhanced SLA oversight and customized reporting.
• Develop and deliver structured performance reporting for strategic accounts.
• Develop and maintain QA testing protocols for IVR functionality, intake accuracy, and data transmission.
• Define and track hotline-specific success metrics aligned with customer objectives.
• Own and maintain hotline operational documentation and process standards.

Requirements

• 5+ years of experience in contact centre operations or telephony service delivery.
• Demonstrated understanding of industry-standard contact centre metrics and service levels.
• Experience working with telephony systems, IVR technologies, routing workflows, or structured intake processes.
• Proven experience overseeing external service partners, including performance management and SLA accountability.
• Strong project management capabilities with the ability to manage multiple concurrent implementations and operational initiatives.
• Analytical mindset with experience building, interpreting, and presenting operational dashboards and KPI reporting.
• Experience supporting enterprise or high-value customers, including structured SLA reporting and performance reviews, is preferred.
• Customer Success or SaaS account management experience is considered a strong asset.
• Familiarity with compliance-driven or regulated environments is an asset.
• Strong written and verbal communication skills, with the ability to engage effectively across internal teams and external stakeholders.

Benefits

• Remote-first with a flexible work environment (team spans the US and Canada).
• Competitive company-paid benefits starting day 1.
• Generous professional development budget.
• RRSP/401k matching program.
• Half-day Fridays in the summer.