Director of Case Management

Duties / Responsibilities

1. Build, mentor, and lead a dedicated team of Case Specialists. Foster a culture of hands-on learning, accountability, and white-glove service where commitments to customers are consistently followed through to resolution.
2. Oversee the intake, triage, management, and resolution of time-sensitive and complex cases, ensuring appropriate prioritization, measurable SLA adherence, clear ownership, and consistent customer communication.
3. Provide oversight of complex cases requiring coordination across Care, Field Operations, Account Management, and other business partners to drive timely resolution and minimize customer impact.
4. Assess macro-level root causes contributing to customer experience (CX) failures. Measure recurring opportunities and lead continuous improvement efforts designed to reduce cycle times, eliminate process gaps, and prevent issue recurrence.
5. Lead the team toward an AI-first mindset, continuously identifying opportunities to transition workflows so that greater than 80% of applicable activities are eventually AI-assisted.
6. Utilize WIRE Case Management and ServiceNow CSM queues to monitor standard and automated case-entry workflows, including Care-generated cases, to ensure requests are properly tracked, assigned, and managed through resolution.
7. Establish consistent case management standards, including ownership, documentation, follow-up, customer communication, and closure expectations.
8. Conduct monthly leadership reviews focused on top case drivers, Mean Time to Resolve (MTTR), SLA performance, recurring defects, and customer-impact trends. Partner cross-functionally to develop solutions, gain alignment, and implement sustainable best practices.
9. Identify systemic issues and trends through case data and partner with appropriate business owners to improve processes and reduce repeat customer-impacting issues.

Minimum Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent relevant experience.
• 5+ years of progressive experience in operations, case management, customer experience, or service delivery.
• 3+ years of direct people management experience.
• Background in telecommunications, fiber optics, or field service technology is highly preferred.
• Proficiency with case management platforms; ServiceNow CSM or WIRE experience is preferred.
• Demonstrated ability to provide leadership, direction, and motivation to teams.
• Ability and willingness to work a flexible full-time schedule that may include nights, weekends, and holidays.

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