Director, Case Management & AI-Driven CX

Hotwire-Communications; Fort Lauderdale (FL); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

401K Retirement Plan with CompanyMatch

Paid Vacation, Sick Time, and Holidays

Hotwire Service Discounts

Job summary

Hotwire-Communications in Fort Lauderdale, FL, seeks an experienced Operations Leader to build and mentor a Case Specialists team delivering white‑glove service and timely resolutions.

You will oversee intake, triage, and cross‑functional coordination with Care, Field Operations, and Account Management, driving continuous improvement and an AI‑first workflow to enhance MTTR and SLA adherence. Competitive benefits included.

Qualifications

• Bachelor's degree or equivalent experience with 5+ years in operations, case management or service delivery.
• 3+ years of direct people management experience.
• Background in telecommunications, fiber optics, or field service tech is highly preferred.
• Proficiency with case management platforms; ServiceNow CSM or WIRE experience is preferred.

Responsibilities

• Build, mentor, and lead a dedicated team of Case Specialists with a hands‑on learning culture and white‑glove service.
• Oversee intake, triage, management, and resolution of time‑sensitive and complex cases with measurable SLA adherence.
• Coordinate across Care, Field Operations, Account Management and other partners to drive timely resolution and minimize customer impact.
• Identify systemic issues and lead continuous improvement to reduce cycle times and prevent recurrence.
• Lead AI‑first initiatives to transition workflows so that 80%+ of activities are AI‑assisted.
• Monitor case workflows using WIRE Case Management and ServiceNow CSM for proper tracking and closure.
• Establish consistent case management standards, ownership, documentation, follow‑up, and customer communication.
• Conduct monthly leadership reviews on top drivers, MTTR, SLA performance, and customer impact trends.

Skills

People management

Operations management

Customer experience

Process improvement

Cross-functional collaboration

Leadership

Education

Bachelor's degree in Business Administration or related field

Tools

ServiceNow CSM

WIRE

Job description

Hotwire-Communications in Fort Lauderdale, FL, seeks an experienced Operations Leader to build and mentor a Case Specialists team delivering white‑glove service and timely resolutions.

You will oversee intake, triage, and cross‑functional coordination with Care, Field Operations, and Account Management, driving continuous improvement and an AI‑first workflow to enhance MTTR and SLA adherence. Competitive benefits included.