Acuity, Inc.

Global Hotline Operations Manager

Acuity, Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $87,000 - $105,000 per year

About the role

  • Own Global Hotline Operations Lead the full lifecycle of hotline services, including telephony setup, IVR configuration, recordings, vendor coordination, and ongoing maintenance.
  • Ensure services scale reliably across regions, languages, and customer volume.
  • Act as the internal subject matter expert for hotline capabilities, constraints, and best practices.
  • Manage relationships with global telephony providers, call centers, and interpretation partners.
  • Provide ongoing feedback on agent protocols, call handling, and interpretation quality.
  • Resolve ad hoc vendor issues and ensure responsiveness for high volume and enterprise customers.
  • Support implementations by coordinating hotline setup, testing, and launch readiness.
  • Collaborate with Implementation Managers to ensure smooth, on time deployments.
  • Conduct routine hotline testing and maintain detailed audit logs.

Requirements

  • Bachelor’s degree in Business, Operations, or a related field (or equivalent experience)
  • 3+ years of experience in operations, vendor management, project management, or service delivery
  • Hands-on experience with global telephony systems and IVR setup
  • Strong audit, organization, and documentation skills
  • Excellent communication skills with the ability to work cross functionally
  • Proven ability to balance detail oriented execution with big picture thinking.
Benefits
  • Stay healthy and happy with our comprehensive medical, dental and vision plans. You can also choose from FSA or HSA options to suit your needs.
  • Save for your future with our 401K plan that matches your contributions.
  • Enjoy paid leave for various life events, such as sickness, disability, or parenthood.
  • Own a piece of the company with our #Allin Shares Program.
  • Take a break from work with our unlimited PTO policy to refresh and recharge.
  • Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays* and half day first Fridays*, and 8 hours of volunteer time.
  • Earn extra cash by referring qualified candidates to join our team.
  • Access professional and personal support through our employee assistance program.
  • Work from anywhere with our remote work environment that fosters collaboration and creativity.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
global telephony systemsIVR setupvendor managementproject managementservice deliveryaudit skillsdocumentation skills
Soft Skills
communication skillsorganizational skillsdetail orientedbig picture thinking
Certifications
Bachelor’s degree in BusinessBachelor’s degree in Operations