Senior Manager, Contact Center Operations
- Salary
- $120K–$150K
- Hiring from
- Canada, United States
- Work type
- Remote
- Posted
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PayIt is a fast-growing GovTech company on a mission to modernize how residents interact and transact with government, improving the customer experience and helping our client agencies more efficiently and effectively achieve their missions. Our easy-to-implement platform consolidates government services and payments into one connected experience and enables our clients to drive resident trust, collect revenue quickly, and redeploy their staff to more important challenges. This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors, including our inclusion in the GovTech 100 every year since 2017. PayIt solutions cover services including hunting and fishing licensing, DMV, courts, property tax, utilities, tolling, and more.
Our culture welcomes people who exhibit what we call “PayIt DNA”: High integrity, drive, grit, high aptitude, and team orientation. We are collaborative and passionate about the work we do to improve the lives of our government clients and the end users they serve. We have ambitious scaling goals, and we look for team members who are ready to roll up their sleeves, solve problems, and find new opportunities to win with our clients. And we have a lot of fun together.
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
- 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.
- Make sure every channel meets the accessibility and language access expectations our government clients hold us to.
Lead AI and automation
- Lead the evaluation and deployment of conversational AI, automated workflows, agent assist and interaction analytics, in partnership with our AI Enablement team.
- Find the 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.
- Put the right 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.
Run operations and BPO partnerships
- 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.
Lead the team and drive business impact
- 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.
What You'll Need to Have
- 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.
Why Work For Us:
- 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.
What We Care About:
We hire high-aptitude, high-integrity people who are great communicators and want to be part of a growing team.
A Note About AI at PayIt
We love AI. We use it every day and encourage our team to find creative, effective ways to put it to work. If you join PayIt, you'll bring the same enthusiasm for exploring how AI can amplify impact, productivity, and innovation. During the interview process, though, we want to hear from you, not a model. Our goal is to understand how you actually think, solve problems, and communicate, so we ask that your live conversations and assessment responses be your own 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.
NOTE: U.S. Citizens and all those authorized to work for any employer in the U.S. are encouraged to apply. We are unable to provide sponsorship in the United States at this time. PayIt participates in E-Verify. To learn more, click here. Canadian Citizens and those authorized to work in Canada without sponsorship are also encouraged to apply.
To all recruitment agencies: PayIt does not accept agency resumes. Please do not forward resumes to our careers’ alias, PayIt employees or any other company location. PayIt is not responsible for any fees related to unsolicited resumes.
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Within the parameters of this position, ensure the confidentiality, integrity, and availability, and exercise due care of, company, client, and citizen data that is stored, processed, and transmitted by and for PayIt, as outlined in PayIt’s Business Code of Conduct and Information Security Policies.
