Director of Case Management

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

• Build, mentor, and lead a dedicated team of Case Specialists. Foster a culture of hands‑on learning, accountability, and white‑glove service where commitments to customers are consistently followed through to resolution.
• Oversee the intake, triage, management, and resolution of time‑sensitive and complex cases, ensuring appropriate prioritization, measurable SLA adherence, clear ownership, and consistent customer communication.
• Provide oversight of complex cases requiring coordination across Care, Field Operations, Account Management, and other business partners to drive timely resolution and minimize customer impact.
• Assess macro‑level root causes contributing to customer experience (CX) failures. Measure recurring opportunities and lead continuous improvement efforts designed to reduce cycle times, eliminate process gaps, and prevent issue recurrence.
• Lead the team toward an AI‑first mindset, continuously identifying opportunities to transition workflows so that greater than 80% of applicable activities are eventually AI‑assisted.
• Utilize WIRE Case Management and ServiceNow CSM queues to monitor standard and automated case‑entry workflows, including Care‑generated cases, to ensure requests are properly tracked, assigned, and managed through resolution.
• Establish consistent case management standards, including ownership, documentation, follow‑up, customer communication, and closure expectations.
• Conduct monthly leadership reviews focused on top case drivers, Mean Time to Resolve (MTTR), SLA performance, recurring defects, and customer‑impact trends. Partner cross‑functionally to develop solutions, gain alignment, and implement sustainable best practices.
• Identify systemic issues and trends through case data and partner with appropriate business owners to improve processes and reduce repeat customer‑impacting issues.

Minimum Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent relevant experience.
• 5+ years of progressive experience in operations, case management, customer experience, or service delivery.
• 3+ years of direct people management experience.
• Background in telecommunications, fiber optics, or field service technology is highly preferred.
• Proficiency with case management platforms; ServiceNow CSM or WIRE experience is preferred.
• Demonstrated ability to provide leadership, direction, and motivation to teams.
• Ability and willingness to work a flexible full‑time schedule that may include nights, weekends, and holidays.

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high‑speed internet, video service, phone, and security service

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.