Director of Case Management

Hotwire Communications Ltd • Fort Lauderdale, FL

1d

About The Position

The Director of Case Management leads a team of Case Specialists and oversees the intake, triage, management, and resolution of complex and time-sensitive customer cases. The role establishes service standards, monitors case workflows and SLA performance, and coordinates with Care, Field Operations, Account Management, and other business partners to resolve issues and minimize customer impact.

The Director analyzes case data and customer experience failures to identify root causes and recurring issues, then leads continuous improvement efforts to reduce resolution times, close process gaps, and prevent recurrence. The role also guides the team toward an AI-first approach, aiming to make more than 80% of applicable activities AI-assisted over time, and conducts monthly leadership reviews of case drivers, MTTR, SLA performance, defects, and customer-impact trends.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent relevant experience.
• At least 5 years of progressive experience in operations, case management, customer experience, or service delivery.
• At least 3 years of direct people management experience.
• 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.

Nice To Haves

• Background in telecommunications, fiber optics, or field service technology is highly preferred.
• Proficiency with case management platforms; ServiceNow CSM or WIRE experience is preferred.

Responsibilities

• Build, mentor, and lead a team of Case Specialists, fostering hands-on learning, accountability, and customer service that follows commitments through to resolution.
• Oversee intake, triage, management, and resolution of complex and time-sensitive cases, ensuring prioritization, SLA adherence, clear ownership, and customer communication.
• Coordinate complex cases across Care, Field Operations, Account Management, and other business partners to drive timely resolution and minimize customer impact.
• Assess root causes of customer experience failures and lead continuous improvement to reduce cycle times, close process gaps, and prevent recurrence.
• Identify opportunities to transition workflows to an AI-first approach, with the goal of AI assisting more than 80% of applicable activities over time.
• Use WIRE Case Management and ServiceNow CSM queues to monitor standard and automated case-entry workflows, including Care-generated cases, and ensure requests are tracked, assigned, and managed through resolution.
• Establish case management standards for ownership, documentation, follow-up, customer communication, and closure.
• Conduct monthly leadership reviews focused on case drivers, MTTR, SLA performance, recurring defects, and customer-impact trends; partner cross-functionally to develop and implement sustainable best practices.
• Identify systemic issues and trends through case data and partner with business owners to improve processes and reduce repeat customer-impacting issues.

Benefits

• Comprehensive healthcare, dental, and vision plans.
• 401(k) retirement plan with company match.
• Paid vacation, sick time, and additional holidays, including the employee’s birthday.
• Paid volunteer time.
• Paid parental leave.
• Discounted Hotwire high-speed internet, video, phone, and security services for employees living at a property serviced by Hotwire.
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Director