{"id":2208746,"url":"https://alion.io/job/nextiva-contact-center-operations-manager","title":"Contact Center Operations Manager","company":{"id":19497,"name":"Nextiva","domain":"nextiva.com","url":"https://alion.io/company/nextiva","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":90,"open_postings":5,"ghost_share":0,"stale_share":0.4,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Guadalajara, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":27000,"max_usd":59000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2874},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-09T23:11:26Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-26T16:29:37Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"Redefine the future of customer experiences. One conversation at a time.\nAt Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.\nOur culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.\nIf you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.\nLocation: 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. \nIn-Office Expectation: This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment. \nAs 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.\nThis is a true manager-of-managers role with accountability for the broader frontline organization rather than primarily managing individual contributors.\nYou'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.\nWe'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.\nWhat You’ll Do\nLead and Develop Leaders\nLead a sizable customer support organization through multiple direct-report Supervisors, with accountability for the performance and development of their teams.\nDevelop 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.\nCoach Supervisors through complex people-management situations, including employee conflicts, performance improvement plans, and disciplinary matters, exercising sound judgment and partnering with HR when appropriate.\nEstablish clear expectations and a consistent operating cadence, balancing accountability with the autonomy Supervisors need to lead effectively.\nMaintain a visible, hands-on leadership presence, building relationships with frontline employees and supporting Supervisors in addressing performance concerns promptly and effectively.\nBuild a customer-first culture grounded in measurable expectations and Nextiva's commitment to Amazing Service®.\nLead Technical Support Performance\nOwn the performance of a technical customer support organization, across CSAT, service levels, quality, AHT, attendance, and commercial results.\nUse operational data to identify recurring issues, performance gaps, and opportunities to improve customer experience.\nPartner with Supervisors to strengthen troubleshooting, escalation management, quality, and overall support effectiveness.\nTranslate performance data into clear priorities and actions, and communicate results, risks, and recommendations to stakeholders.\nLead operational changes that improve customer and employee experience.\nAdapt quickly to changing customer demand, staffing challenges, escalations, and business priorities, making timely decisions while maintaining service performance and team accountability.\nDrive Revenue Through Service\nThis 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.\nOwn commercial performance with defined revenue, retention, cross-sell, upsell, attach-rate, and expansion expectations.\nCoach Supervisors to build appropriate commercial behaviors into everyday customer interactions and reinforce clear expectations with their teams.\nMonitor participation and results, address performance gaps, and report commercial performance alongside customer experience and service metrics.\nUse customer and operational data to identify opportunities to improve commercial performance.\nBalance revenue opportunities with customer needs, service quality, and compliance, so commercial results never come at the expense of customer experience.\nHelp 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.\nPartner with relevant teams on revenue target setting, incentive design, pipeline visibility, and qualified expansion opportunities\nWorkforce and Capacity Planning\nUse workforce data and planning tools to anticipate staffing needs, evaluate scheduling options, and make informed capacity recommendations.\nUse volume trends, historical performance, staffing data, and operational requirements to anticipate capacity needs.\nBalance customer demand, service expectations, employee capacity, and cost when making workforce decisions.\nBuild data-supported business cases and staffing recommendations as needs change.\nUse Technology and AI to Improve Support\nUse AI-powered insights, automation, reporting, and support data to identify trends, surface coaching opportunities, and improve operational decision-making.\nIdentify opportunities for technology and AI to improve resolution effectiveness, productivity, and customer experience.\nApply judgment when evaluating AI-generated recommendations, quality insights, and performance signals.\nHelp Supervisors and their teams adopt new tools and ways of working that improve efficiency while maintaining a strong human connection with customers.\nAbout You\nRequired Qualifications\n4+ years of people-leadership experience across customer support, customer care, technical support, retention, account management, sales, or related service and commercial environments.\n2+ years directly leading multiple Supervisors, Managers, Team Leaders, or other people leaders, with accountability for frontline team performance. Must also have prior hands-on experience directly managing individual contributors, including coaching, performance management, and employee accountability.\nExperience leading customer support, technical support, or comparable high-volume contact-center operations, with a strong understanding of service performance, troubleshooting processes, escalations, and customer experience.\nDemonstrated 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\nPrior 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.\nStrong operational judgment and demonstrated ability to use data to identify root causes, prioritize actions, and drive measurable improvement.\nDemonstrated ability to coach and develop people leaders, set measurable expectations, address performance gaps, and hold leaders accountable for sustained improvement.\nStrong knowledge of quality assurance practices within a customer support environment.\nAdvanced business English with the ability to lead meetings, coach employees, discuss complex operational issues, and present results and recommendations to US-based stakeholders.\nUnderstanding of workforce and capacity planning principles, with the ability to assess staffing needs, interpret operational data, and make practical scheduling or resource-allocation recommendations.\nPractical experience using AI-enabled tools, automation, or analytics to improve productivity, reporting, or decision-making, or demonstrated ability and willingness to adopt these technologies.\nPreferred Qualifications\nExperience in telecom, BPO/CX, enterprise software, or SaaS operations.\nExperience supporting B2B customers or technology products.\nPrior experience in a sales, account management, or sales leadership role, within a customer-facing or service organization.\nFamiliarity with Salesforce or another CRM platform.\nExperience with workforce management, quality, reporting, or analytics tools.\nExperience leading projects or implementing operational changes.\nExperience working with US-based or other international stakeholders.\nWhat Success Looks Like\nYou 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.\nCustomers 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.\nYou 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.\nMost 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.\nNextiva DNA (Core Competencies)\nNextiva’s most successful team members share common traits and behaviors:\nDrives 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.\nCritical 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.\nRight 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.\nTotal Rewards\nOur 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.\nOur 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.\nHealth - Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage\nInsurance - Life Insurance (24 times your monthly salary)\nWork-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\nFinancial 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...","description_format":"text","description_chars":12780,"description_truncated":true,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Health insurance","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Contact Center Software"],"lifecycle":[{"event":"open","at":"2026-10-10T00:57:38Z"}],"visa":[],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.865,"p_room":0.9,"age_days":16,"expected_fill_days":36,"reasons":["conf:2","velocity","win:mid"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/nextiva-contact-center-operations-manager","json_url":"https://alion.io/job/nextiva-contact-center-operations-manager.json","meta":{"generated_at":"2026-10-26T16:30:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22013,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":19497},"rest":"https://alion.io/mcp/rest/get_company?id=19497"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnextiva-contact-center-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnextiva-contact-center-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnextiva-contact-center-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nextiva-contact-center-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnextiva-contact-center-operations-manager"}]}