Hotline Operations Manager

Case IQ helps companies protect their employees, culture, and business through world-class software for uncovering, investigating, and preventing fraud, ethics, harassment, discrimination, and security incidents. We’re proud to count a roster of Fortune 500 companies among our customers, which have relied on Case IQ for managing millions of cases over the past 25 years and helping mitigate billions of dollars in financial and brand risk.

The Hotline Operations Manager is responsible for the end-to-end performance, implementation, and continuous improvement of our hotline services, which integrate directly with our SaaS case management platform. This is an individual contributor leadership role with full functional ownership of hotline operations.

This role owns the operational success of the hotline program across all customer segments, including enterprise accounts. The Manager will oversee vendor performance, service quality, implementations, reporting, risk management, and long-term service evolution. The role combines hands-on execution with accountability for outcomes, ensuring the hotline offering is reliable, compliant, scalable, and aligned with customer retention objectives. 

What You'll Do

Hotline Implementation & Customer Onboarding

• Lead end-to-end hotline implementations in coordination with SaaS Implementationteams.
• 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.

Operational Ownership & Vendor Management

• 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.
• Identify efficiency improvements and cost-to-serve opportunities.
• Ensure service continuity and operational resilience.

Enterprise & High-Value Customer Support

• 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.
• Partner with Strategic CSMs to support executive reviews and reinforce hotline value during renewal cycles.

Quality Assurance & Risk Management

• Develop and maintain QA testing protocols for IVR functionality, intake accuracy, and data transmission.
• Conduct periodic test calls and validation procedures.
• Mitigate risks related to spam, fraud, misrouting, or service disruption.
• Ensure hotline processes align with security and privacy requirements.
• Maintain documentation to support audit readiness and compliance obligations.

Reporting, Analytics & Customer Health

• Define and track hotline-specific success metrics aligned with customer objectives.
• Develop dashboards covering call volume trends, SLA adherence, and quality indicators.
• Establish a hotline health framework to proactively identify risk factors across accounts.
• Partner with Customer Success to flag at-risk customers and recommend corrective actions.
• Reinforce value realization for successful and high-value customers through proactive insights and performance reporting.

Continuous Improvement & Industry Insight

• Own and maintain hotline operational documentation and process standards.
• Support rollout of AI-powered intake enhancements and automation initiatives.
• Stay informed on contact centre industry trends, regulatory developments, and benchmarking data.
• Proactively recommend service enhancements to improve reliability, scalability, and customer experience.
• Collaborate with Product and Engineering on integration improvements and roadmap feedback.

Service Issue Management

• Serve as the primary operational escalation point for hotline-related issues surfaced by customers, partners, Customer Success, and Support teams.
• Coordinate investigation and resolution of service issues across internal teams and service partners.
• Identify recurring issues and implement long-term improvements to improve service reliability and customer experience.
• Maintain visibility into operational risks and service performance trends
  

Who We're Looking For

• 5+ years of experience in contact centre operations or telephony service delivery, ideally within a technology-enabled or SaaS environment.
• 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.

What Success Looks Like

• On-time and high-quality hotline implementations
• Vendor SLA adherence and service performance stability
• QA accuracy and reduction in intake errors
• Proactive identification and mitigation of operational risk
• Effective support of enterprise customer requirements
• Contribution to customer retention and overall hotline service reliability

Perks and 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.

Selected candidates will be contacted through BambooHR (please check your junk mail).

Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected].