Bachelor's degree in Business Administration, Operations Management, or related field, or equivalent experience.
5+ years in operations, case management, customer experience, or service delivery.
3+ years of direct people management experience.
Preferred background in telecommunications, fiber optics, or field service technology.
Proficiency with case management platforms; ServiceNow CSM or WIRE experience preferred.
Strong leadership and motivational skills.
Willingness to work flexible hours, including nights and weekends.
Responsibilities
Build and lead a team of Case Specialists, promoting a culture of accountability and customer service.
Oversee management of complex cases, ensuring prioritization and clear communication with customers.
Coordinate across departments to resolve cases efficiently and minimize customer impact.
Analyze root causes of customer experience failures and lead improvement initiatives.
Drive an AI-first approach, aiming for over 80% of workflows to be AI-assisted.
Monitor case management workflows using WIRE and ServiceNow CSM to ensure proper tracking and resolution.
Establish case management standards for documentation, follow-up, and customer communication.
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 living on serviced properties
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks
Full Job Description
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:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
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
#LI-MC1
About Hotwire Communications
Hotwire Communications is a telecommunications company that provides fiber optic communication services to residential and commercial customers. The company was founded in 2000 and is headquartered in Fort Lauderdale, Florida. Hotwire Communications offers a variety of services, including internet, television, and phone services. The company has a focus on providing high-speed internet and has been recognized for its fast and reliable service. Hotwire Communications has over 500 employees and serves customers in Florida, Georgia, North Carolina, South Carolina, and Pennsylvania.
