[Hiring] Senior Manager, Contact Center Operations @PayIt

Role Description

As Senior Manager, Contact Center Operations & Technology, you will own our Resident Support Operations end-to-end: the partners who answer, the platform that routes every contact, and the AI that resolves routine questions through self-service. This role is for a leader who has managed outsourced operations and modernized them at the same time. You will run it day-to-day and lead its transformation.

What You'll Be Doing

• 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, partnering with Engineering on build and delivery.
• Design routing, queues, IVR and escalation paths that get every resident to the right answer, across government clients with different programs, rules and brands.
• Connect contact center systems with CRM, knowledge, workforce management and payment systems, with security and PCI compliance designed in from the start.
• Ensure every channel meets the accessibility and language access expectations our government clients hold us to.

• Lead the evaluation and deployment of conversational AI, automated workflows, agent assist and interaction analytics, in partnership with our AI Enablement team.
• Identify routine inquiries that self-service should resolve, and reduce avoidable contacts.
• Set and own the measures that matter: AI resolution, containment, accuracy, resident satisfaction and successful transfers to agents.
• Implement guardrails on AI: human review for payment and account changes, quality assurance on automated conversations, clear disclosure to residents, and a rollback plan.
• Own the knowledge foundation AI depends on, working with support and knowledge teams to keep content accurate, tested and current.

• Lead Resident Support Center operations, balancing service quality, staffing, productivity, SLAs and cost across BPO partners.
• Oversee vendor workforce planning, capacity management, QA calibration and operational governance through weekly and monthly business reviews.
• Own BPO relationships and contracts, including commercial models that reward resolution and automation, data ownership, and SLAs that reflect our commitments to clients.
• Turn contact data into action: reduce cost per contact, improve first contact resolution, and bring top contact drivers to Product so issues get fixed at the source.
• Build repeatable playbooks for new client launches, seasonal peaks, platform incidents and growing transaction volumes.
• Keep service reliable and compliant through platform changes and operational transitions.

• Develop contact center leaders and strengthen the team's technical and operational capabilities.
• Plan how roles and work evolve as AI takes on more volume, with both internal teams and BPO partners.
• Build business cases that connect technology investments to resident experience, capacity and cost savings.
• Partner with Client Success, Implementations, Product, Engineering and AI Enablement to align support with client commitments, and support client reviews, renewals and RFP responses.
• Communicate priorities, results, risks and investment recommendations to executive leadership.

Qualifications

• Significant leadership experience in contact center operations, including managing outsourced BPO partners' performance, contracts and commercial terms.
• A track record of modernizing contact center platforms (cloud contact center, routing, IVR, workforce management and quality systems) with measurable service and financial results.
• Hands-on experience deploying conversational AI, self-service, agent assist or workflow automation, and measuring what it actually resolves.
• Proven success driving operational and AI transformation while keeping day-to-day BPO performance on target.
• Technical fluency in APIs and systems integrations, enough to guide architecture and implementation decisions alongside Engineering.
• The ability to translate complex technical decisions into clear business cases and outcomes for executives.

Bonus Points For

• Experience supporting high-volume consumer services, payments or government programs.
• Working knowledge of PCI DSS, accessibility and language access requirements in a contact center setting.
• Experience running a shared operation that supports multiple clients or brands.
• Experience moving BPO pricing toward outcome-based or per-resolution models.
• Experience setting up AI governance: guardrails, testing and quality assurance for automated conversations.

Requirements

• Annual Salary Range: $120,000 — $150,000 USD

Benefits

• Our mission matters. Your work will make life better for our government agency clients and the millions of residents they serve.
• You’ll do some of the best work of your career here. We tackle complex challenges that are interesting to solve, and you’ll grow a ton working at PayIt.
• People are our most important resource. Everyone has a voice. Collaboration is our default setting. And we have fun together.
• We #payitforward with our corporate volunteer program, serving the communities where we work and live.
• Competitive salaries, excellent benefits, flexible working arrangements, and all the resources you will need to do your best work.

Commitment to Equal Opportunity

PayIt is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.

PayIt is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to the People Operations Team and let us know the nature of your request and your contact information.