Director of Case Management

Hotwire Communications Ltd; Fort Lauderdale (FL); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Comprehensive Healthcare/Dental/Vision

401K Retirement Plan with CompanyMatch

Paid Vacation and Holidays

Paid Volunteer Time

Paid Parental Leave

Employee Discounts

Referral Bonuses

Entertainment Discounts

Job summary

Hotwire Communications Ltd is seeking a senior operations leader to build and guide a Case Management team, ensuring timely and high-quality resolutions for complex customer cases.

You will oversee intake, prioritization, and cross-functional collaboration, driving continuous improvement and AI-enabled workflow enhancements to reduce cycle times and improve customer impact metrics.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years in operations, case management, customer experience, or service delivery.
• 3+ years direct people management experience.
• Telecommunications/field service background preferred.
• Proficiency with case management platforms; ServiceNow CSM or WIRE experience preferred.
• Demonstrated leadership, direction, and motivation to teams.
• Ability to work a flexible full-time schedule including nights, weekends, holidays.

Responsibilities

• Build, mentor, and lead a dedicated team of Case Specialists to deliver white-glove service.
• Oversee intake, triage, management, and resolution of time-sensitive cases with SLA adherence.
• Coordinate across Care, Field Ops, Account Management, and partners to drive timely resolution.
• Identify root causes of CX failures and lead continuous improvement to reduce cycle times.
• Drive AI-first initiatives to transition workflows so 80% of activities are AI-assisted.
• Monitor case-entry workflows using WIRE and ServiceNow CSM to ensure proper tracking.

Skills

Team leadership

People management

Cross-functional collaboration

Project management

Flexibility

Strategic thinking

Education

Bachelor’s degree in Business Administration or related field

Tools

ServiceNow CSM

WIRE Case Management

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.

Duties / Responsibilities

• 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.

Benefits:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• 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
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

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.