Senior Manager, Contact Center Operations

🔥 13 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $120k - $150k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

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PayIt

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏛️ Government

☁️ SaaS

💳 Fintech

Government • SaaS • Fintech

PayIt is a SaaS payments and customer-experience platform that helps city, county, state, and provincial governments digitize transactions and collect revenue online. It provides resident-facing profiles and payment flows plus an admin agency experience for managing transactions, refunds, reminders, and integrations with government systems of record. PayIt supports services like utilities, DMV, property tax, courts/tickets, licensing, and outdoors permitting, emphasizes fast onboarding, PCI Level 1 and SOC 2 compliance, and transaction-based pricing to reduce operational costs and increase online adoption.

📋 Description

• Own the contact center platform and service roadmap across voice, chat, email, AI self-service and agent assist • Lead platform evaluations, architecture decisions, integrations and migrations with Engineering • Design routing, queues, IVR and escalation paths across government clients, programs, rules and brands • Integrate contact center systems with CRM, knowledge, workforce management and payment systems • Ensure accessibility, language access, security and PCI compliance • Lead conversational AI, automated workflows, agent assist and interaction analytics deployment • Identify inquiries suitable for self-service and reduce avoidable contacts • Own AI resolution, containment, accuracy, resident satisfaction and transfer metrics • Establish AI guardrails, human review, quality assurance, resident disclosures and rollback plans • Maintain the knowledge foundation for AI • Lead Resident Support Center operations across BPO partners, including staffing, productivity, SLAs and cost • Oversee workforce planning, capacity management, QA calibration and operational governance • Own BPO relationships, contracts, commercial models, data ownership and SLAs • Use contact data to reduce cost per contact and improve first-contact resolution • Build playbooks for client launches, seasonal peaks, incidents and increased transaction volumes • Develop contact center leaders and technical and operational capabilities • Plan role evolution as AI handles more volume • Build business cases linking technology investments to resident experience, capacity and savings • Partner with Client Success, Implementations, Product, Engineering and AI Enablement • Communicate priorities, results, risks and investment recommendations to executive leadership

🎯 Requirements

• Significant leadership experience in contact center operations • Experience managing outsourced BPO partners' performance, contracts and commercial terms • Track record modernizing cloud contact center platforms, routing, IVR, workforce management and quality systems • Hands-on experience deploying conversational AI, self-service, agent assist or workflow automation • Proven success driving operational and AI transformation while maintaining BPO performance • Technical fluency in APIs and systems integrations • Ability to translate complex technical decisions into clear business cases and executive outcomes • Experience supporting high-volume consumer services, payments or government programs • Working knowledge of PCI DSS, accessibility and language access requirements • Experience with shared operations supporting multiple clients or brands • Experience with outcome-based or per-resolution BPO pricing models • Experience establishing AI governance, guardrails, testing and quality assurance • Authorization to work in the United States or Canada without sponsorship; U.S. sponsorship unavailable

🏖️ Benefits

• Bonus pay • Competitive salaries • Excellent benefits • Flexible working arrangements • Resources needed to do your best work • Corporate volunteer program • Opportunities for professional growth • Equal opportunity employment • Reasonable accommodations for individuals with disabilities

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