Director of Case Management

Hotwire Communications • Fort Lauderdale, FL

1d

About The Position

The Director of Case Management leads a dedicated team of Case Specialists and fosters hands-on learning, accountability, and high-quality customer service. This role oversees the intake, triage, management, and resolution of time-sensitive and complex cases, ensuring appropriate prioritization, SLA adherence, clear ownership, and consistent customer communication. The Director coordinates complex cases across Care, Field Operations, Account Management, and other business partners to drive timely resolution and minimize customer impact.

The role identifies root causes of customer experience failures, tracks recurring opportunities, and leads continuous improvement to reduce cycle times, close process gaps, and prevent repeat issues. The Director promotes an AI-first approach, identifying workflows where applicable activities can become more than 80% AI-assisted. Using WIRE Case Management and ServiceNow CSM queues, the Director monitors standard and automated case-entry workflows, including Care-generated cases, and establishes consistent standards for ownership, documentation, follow-up, customer communication, and closure.

The Director conducts monthly leadership reviews of leading case drivers, Mean Time to Resolve (MTTR), SLA performance, recurring defects, and customer-impact trends. The role partners across the organization to develop and implement sustainable best practices and works with business owners to address systemic issues identified through case data.

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.
• Experience with ServiceNow CSM or WIRE is preferred.

Responsibilities

• Build, mentor, and lead a dedicated team of Case Specialists.
• Foster a culture of hands-on learning, accountability, and customer service that follows customer commitments through to resolution.
• Oversee intake, triage, management, and resolution of time-sensitive and complex cases, ensuring prioritization, SLA adherence, 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 macro-level root causes contributing to customer experience failures.
• Measure recurring opportunities and lead continuous improvement efforts to reduce cycle times, eliminate process gaps, and prevent issue recurrence.
• Identify opportunities to transition applicable workflows toward more than 80% AI-assisted activity.
• 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 consistent standards for case ownership, documentation, follow-up, customer communication, and closure.
• Conduct monthly leadership reviews focused on top case drivers, 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 work with appropriate 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.
• Hotwire service discounts for employees who live on a property serviced by Hotwire, including discounts on high-speed internet, video, phone, and security services.
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.

What This Job Offers

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