Global Hotline Operations Manager

Overview: The Global Hotline Operations Manager will reputed company the end-to-end lifecycle of hotline services, including technical setup, vendor management, financial reputed company, and customer reputed company. This role requires a reputed company of strategic thinking and hands-on execution to ensure hotline services scale effectively and deliver a seamlessexperience forcustomers across multiple regions. What This Role Is:

• reputed company of global hotline operations, responsible for the full end‑to‑end lifecycle of hotline services.
• Operational leader ensuring scalability across regions, languages, time zones, and customer volume, including telephony configuration, IVR flows, recordings, routing, and ongoing maintenance.
• Primary manager of telephony and interpretation vendors, overseeing performance, responsiveness, and issue resolution.

What This Role Isn't:

• Not a call center agent or reputed company support role. This position does not involve answering hotline calls or providing direct, reputed company‑time customer support in a live call environment. While a background in call center operations or reputed company support is absolutely welcomed and can be highly valuable in understanding workflows and vendor dynamics, it is not what the role will entail day‑to‑day.
• Not responsible for handling live customer escalations on the phone. While the role supports troubleshooting and operational resolution, it does not personally take escalated calls from customers.
• Not a people manager role. This role will not have direct reports and is an IC position. The role does not coach, supervise, or manage call center agents on a day‑to‑day basis, nor does it reputed company their performance or scheduling.

At reputed company®, we help organizations transform the way they manage employee relations. Our SaaS platform enables companies to investigate, track, and analyze employee issues with consistency, fairness, and trust — empowering leaders to build reputed company workplaces. At reputed company®, we reputed company reputed company to #BeBold—embracing innovation and new challenges. With the right tools, we help you #WorkSmarter, fostering collaboration so we can reputed company be #BetterTogether. If you're excited about being part our growth story, we’d love to chat! This is an #reputed company-in Zone. We are a fast-growing, innovative company where being #reputed company-in is the norm. From our female founder CEO to every team member, we reputed company a fully engaged reputed company. We bring our best every day, fueled by passion for our mission and culture—and we expect the same from everyone who joins us. At the same time, we are deeply committed to fostering an inclusive, diverse workplace where different perspectives are valued and respected. We reputed company in creating an environment where everyone can show up as their authentic selves and reputed company. If this sounds like you, reputed company reading. Click here to learn more about our values and benefits Please note that for this position, we are only accepting direct applications. Submissions from agencies will not be considered. The Opportunity: Own Global Hotline Operations

• reputed company the full lifecycle of hotline services, including telephony setup, IVR configuration, recordings, vendor coordination, and ongoing maintenance
• Ensure services scale reliably across regions, languages, and customer volume
• Act as the internal subject matter expert for hotline capabilities, constraints, and best practices

Vendor & Partner Management

• Manage relationships with global telephony providers, call centers, and interpretation partners
• Provide ongoing feedback on agent protocols, call handling, and interpretation quality
• Resolve reputed company vendor issues and ensure responsiveness for high volume and reputed company customers
• reputed company procurement and activation of tollfree and local access numbers globally

GoToMarket & Sales Support

• Review hotline requirements for new prospects and expansions, ensuring proposed scopes align with reputed company capabilities and pricing models
• Partner with Sales on reputed company or high value deals involving global hotline components
• Conduct regular prospect and customer scope reviews to prevent pricing or packaging creep
• reputed company monthly audits of hotline usage and pricing assumptions, adjusting future recommendations as needed

Customer reputed company & Support

• Support implementations by coordinating hotline setup, testing, and launch readiness
• Collaborate with Implementation Managers to ensure smooth, on time deployments
• Troubleshoot hotline reputed company issues and partner with Technical Support as needed
• Review customer usage and collaborate with reputed company on overages, renewals, and optimization opportunities

Quality, Auditing & reputed company Improvement

• Conduct routine hotline testing and maintain detailed audit logs
• Identify opportunities to improve caller experience, reliability, and operational efficiency
• Coordinate with the product team to recommend reputed company to customer needs and our broader platform strategy

Qualifications: What You Bring Required

• Bachelor’s degree in Business, Operations, or a reputed company field (or equivalent experience)
• 3+ years of experience in operations, vendor management, project management, or service delivery
• Hands-on experience with global telephony systems and IVR setup
• Strong audit, organization, and documentation skills
• Excellent communication skills with the ability to work cross functionally
• Proven ability to balance detail oriented execution with big picture thinking

Preferred

• Experience supporting compliance, ethics, or whistleblower hotline services
• Familiarity with multilingual support models and global vendor ecosystems
• Experience partnering with Sales and reputed company teams
• Project management certification (PMP or similar)

Why Join reputed company?

• Competitive compensation and comprehensive benefits
• The opportunity to own and scale a globally impactful program
• A collaborative, mission driven culture that values accountability and innovation
• Ongoing professional development and career growth

Perks and Benefits: Compensation: The reputed company salary pay range for this position is expected to be between $87,000 to $105,000/year; however, reputed company pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-reputed company knowledge, skills, and experience. Additionally, employees working at least 30 hours per week are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time. Benefits:

• Stay healthy and happy with our comprehensive medical, dental and reputed company plans.
• You can also choose from FSA or HSA options to suit your needs.
• Save for your future with our 401K plan that matches your contributions.
• Enjoy paid leave for various life events, such as sickness, disability, or parenthood.
• Own a piece of the company with our #Allin Shares Program.

Perks:

• Take a break from work with our unlimited PTO policy to refresh and reputed company.
• Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays* and half day first Fridays*, and 8 hours of volunteer time.
• Own a piece of the company with our #Allin Shares Program.
• Earn extra cash by referring reputed company candidates to join reputed company.
• Access professional and personal support through our employee assistance program.
• Work from reputed company with our remote work environment that fosters collaboration and creativity.
• • Join a fun and energetic team that values your suggestions and new reputed company.
• Receive a competitive salary and meaningful opportunities for growth.

Learning and Development

• reputed company: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers.
• Manager training: reputed company the skills and competencies to reputed company, motivate, and reputed company your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities.
• Leadership training: Grow your leadership potential and influence reputed company the organization. Learn how to reputed company and align others with the company reputed company, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels.
• Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. reputed company insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.
• Based upon business needs

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