Contact Center Operations Manager

Location: This is an onsite role based at Nextiva’s Guadalajara office (Calle Amado Nervo 2200, Jardínes del Sol, 45050 Zapopan, Jal.) Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity.

In-Office Expectation: This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment.

As a Contact Center / Technical Support Operations Manager, you’ll lead a large technical customer support organization through multiple Supervisors, ensuring customers receive exceptional support while creating opportunities to grow and protect revenue.

This is a true manager-of-managers role with accountability for the broader frontline organization rather than primarily managing individual contributors.

You'll own the operating rhythm of a high-volume support environment, balancing customer experience, technical support performance, workforce capacity, quality, attendance, and commercial results. You’ll use operational data to identify root causes, make decisions, and drive measurable improvement through your leadership team.

We're looking for an experienced support operator who can develop strong leaders, stay close to frontline performance, and combine technical support expertise with strong operational and commercial judgment.

What You’ll Do

Lead and Develop Leaders

• Lead a sizable customer support organization through multiple direct-report Supervisors, with accountability for the performance and development of their teams.
• Develop Supervisors into effective, performance-driven leaders, strengthening their ability to coach employees, deliver actionable feedback, address underperformance, navigate difficult conversations, and hold their teams accountable.
• Coach Supervisors through complex people-management situations, including employee conflicts, performance improvement plans, and disciplinary matters, exercising sound judgment and partnering with HR when appropriate.
• Establish clear expectations and a consistent operating cadence, balancing accountability with the autonomy Supervisors need to lead effectively.
• Maintain a visible and approachable presence, staying connected to employees, customer needs, and day-to-day performance.
• Build a customer-first culture grounded in measurable expectations and Nextiva's commitment to Amazing Service®.

Lead Technical Support Performance

• Own the performance of a technical customer support organization, across CSAT, service levels, quality, AHT, attendance, and commercial results.
• Use operational data to identify recurring issues, performance gaps, and opportunities to improve customer experience.
• Partner with Supervisors to strengthen troubleshooting, escalation management, quality, and overall support effectiveness.
• Translate performance data into clear priorities and actions, and communicate results, risks, and recommendations to stakeholders.
• Lead operational changes that improve customer and employee experience.
• Adapt quickly to changing customer demand, staffing challenges, escalations, and business priorities, making timely decisions while maintaining service performance and team accountability.

Drive Revenue Through Service

This is not a traditional sales leadership role. Commercial success comes from helping support teams recognize appropriate opportunities to protect or expand customer relationships while maintaining customer trust and service quality.

• Own commercial performance with defined revenue, retention, cross-sell, upsell, attach-rate, and expansion expectations.
• Coach Supervisors to build appropriate commercial behaviors into everyday customer interactions and reinforce clear expectations with their teams.
• Monitor participation and results, address performance gaps, and report commercial performance alongside customer experience and service metrics.
• Use customer and operational data to identify opportunities to improve commercial performance.
• Balance revenue opportunities with customer needs, service quality, and compliance, so commercial results never come at the expense of customer experience.
• Help implement and reinforce a sales-through-service approach within technical support, coaching Supervisors to build the behaviors and practices needed to identify and qualify appropriate revenue opportunities.
• Partner with relevant teams on revenue target setting, incentive design, pipeline visibility, and qualified expansion opportunities

Workforce and Capacity Planning

• Take an active role in forecasting, staffing, scheduling, and capacity planning.
• Use volume trends, historical performance, staffing data, and operational requirements to anticipate capacity needs.
• Balance customer demand, service expectations, employee capacity, and cost when making workforce decisions.
• Build data-supported business cases and staffing recommendations as needs change.

Use Technology and AI to Improve Support

• Use AI-powered insights, automation, reporting, and support data to identify trends, surface coaching opportunities, and improve operational decision-making.
• Identify opportunities for technology and AI to improve resolution effectiveness, productivity, and customer experience.
• Apply judgment when evaluating AI-generated recommendations, quality insights, and performance signals.
• Help Supervisors and their teams adopt new tools and ways of working that improve efficiency while maintaining a strong human connection with customers.

About You

Required Qualifications

• 4+ years of people-leadership experience across customer support, customer care, technical support, retention, account management, sales, or related service and commercial environments.
• 2+ years directly leading multiple Supervisors, Managers, Team Leaders, or other people leaders, with accountability for a sizable frontline customer support organization. This role requires true manager-of-managers experience rather than solely direct leadership of individual contributors or shared/indirect oversight of a larger organization.
• Experience leading a technical support or technology-focused customer support organization in which teams troubleshoot product, service, connectivity, software, hardware, or other technical customer issues.
• Demonstrated ownership of customer support KPIs such as CSAT, service level/SLA, quality, AHT, attendance/adherence, productivity, and related operational measures, with the ability to diagnose performance drivers and take corrective action
• Prior experience being personally accountable for a team-level commercial outcome such as revenue, retention, cross-sell, upsell, attach rate, expansion, or a comparable service-to-sales metric.
• Strong operational judgment and demonstrated ability to use data to identify root causes, prioritize actions, and drive measurable improvement.
• Demonstrated ability to coach and develop people leaders, set measurable expectations, address performance gaps, and hold leaders accountable for sustained improvement.
• Strong knowledge of quality assurance practices within a customer support environment.
• Advanced business English with the ability to lead meetings, coach employees, discuss complex operational issues, and present results and recommendations to US-based stakeholders.
• Hands-on experience using volume, productivity, staffing, scheduling, and/or service-level data to make workforce and capacity decisions.
• Experience using, or demonstrated ability to quickly adopt, AI-enabled tools, automation, analytics, or similar technology to improve support operations.

Preferred Qualifications

• Experience in telecom, BPO/CX, enterprise software, or SaaS operations.
• Experience supporting B2B customers or technology products.
• Prior experience in a sales, account management, or sales leadership role, within a customer-facing or service organization.
• Familiarity with Salesforce or another CRM platform.
• Experience with workforce management, quality, reporting, or analytics tools.
• Experience leading projects or implementing operational changes.
• Experience working with US-based or other international stakeholders.

What Success Looks Like

You build a high-performing technical support organization by developing strong leaders beneath you. Your Supervisors own their teams, and you create the operating cadence, coaching, accountability, and decision-making discipline that enables them to succeed.

Customers receive consistent, high-quality technical support, and you use operational and workforce data to understand performance, anticipate risks, and continually improve how the organization operates.

You also create a team that understands that great service and commercial performance can work together, recognizing appropriate opportunities to grow or protect revenue without compromising customer trust.

Most importantly, you lead proactively rather than reactively, understanding what is happening today, anticipating what the organization will need next, and turning those insights into action.

Nextiva DNA (Core Competencies)

Nextiva’s most successful team members share common traits and behaviors:

• Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
• Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
• Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary, hourly wages, incentives, or bonuses.

• Health 🍏- Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
• Insurance 💼- Life Insurance (24 times your monthly salary)
• Work-Life Balance ⚖️ - Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time
• Financial Security 💰- Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA)
• Wellness 🤸‍- Employee Assistance Program and comprehensive wellness initiatives
• Growth 🌱- Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!

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