Director of Case Management

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

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