Contact Center Operations Manager Jobs
Contact Center Operations Manager jobs are open across healthcare, retail, financial services, telecommunications, and BPO at every level from team lead to senior director, with specializations in workforce management, quality assurance, and omnichannel operations. Scan the live roles below and apply to whichever ones fit.
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Showing 5 of 341+ Contact Center Operations Manager jobs
Responsibilities
- Advising clients on customer experience strategies and managed services approaches that improve retention, satisfaction, and loyalty
- Leading large customer experience programs from planning through execution, aligning priorities, milestones, and delivery teams
- Analyzing customer journeys, touchpoints, and service data to identify pain points and uncover opportunities for improvement
- Designing service models, journey maps, and customer-centric operating approaches that support business growth
- Applying systems thinking to connect customer feedback, performance indicators, and process improvements to business outcomes
- Guiding teams through complex delivery challenges, changing priorities, and ambiguous client environments
- Coaching team members on customer strategy, service design, relationship management, and client delivery methods
- Building trusted client relationships across multiple levels to present findings, validate direction, and adapt recommendations
- Using digital tools, customer data management, and trend analysis to inform solutions and track program performance
- Developing and refining customer experience offerings that support scalable delivery and long-term client value
What You Must Have
- At least a Bachelor's degree
- At least 7 years of experience
What Sets You Apart
- Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
- Demonstrating customer managed services leadership across complex client environments
- Crafting executive messages that translate service outcomes clearly
- Applying systems thinking to identify process gaps and opportunities
- Validating client feedback and adjusting service approaches thoughtfully
- Coaching diverse teams through ambiguity and change
- Modeling professional standards, conduct, and independence requirements
The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance
As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
Learn more about how we work: https://pwc.to/how-we-work
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines
Responsibilities
- Advising clients on customer experience strategies and managed services approaches that improve retention, satisfaction, and loyalty
- Leading large customer experience programs from planning through execution, aligning priorities, milestones, and delivery teams
- Analyzing customer journeys, touchpoints, and service data to identify pain points and uncover opportunities for improvement
- Designing service models, journey maps, and customer-centric operating approaches that support business growth
- Applying systems thinking to connect customer feedback, performance indicators, and process improvements to business outcomes
- Guiding teams through complex delivery challenges, changing priorities, and ambiguous client environments
- Coaching team members on customer strategy, service design, relationship management, and client delivery methods
- Building trusted client relationships across multiple levels to present findings, validate direction, and adapt recommendations
- Using digital tools, customer data management, and trend analysis to inform solutions and track program performance
- Developing and refining customer experience offerings that support scalable delivery and long-term client value
What You Must Have
- At least a Bachelor's degree
- At least 7 years of experience
What Sets You Apart
- Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
- Demonstrating customer managed services leadership across complex client environments
- Crafting executive messages that translate service outcomes clearly
- Applying systems thinking to identify process gaps and opportunities
- Validating client feedback and adjusting service approaches thoughtfully
- Coaching diverse teams through ambiguity and change
- Modeling professional standards, conduct, and independence requirements
The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance
As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
Learn more about how we work: https://pwc.to/how-we-work
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines
Contact Center Operations Manager Jobs by Experience Level
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Find JobsContact Center Operations Manager Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software10
- Banking & Financial Services9
- Hospitality & Tourism2
- Healthcare & Medical Services2
- Energy1
What Employers Look For
The qualifications that appear most often in contact center operations manager jobs.
- Three or more years managing contact center teams of twenty or more agents
- Experience with workforce management software such as NICE, Verint, or Genesys
- Demonstrated ability to improve CSAT, AHT, FCR, or other key contact center KPIs
- Proficiency with CRM platforms and ACD or telephony systems
- Bachelor's degree in business, communications, or a related field
- Familiarity with quality assurance frameworks and call monitoring processes
Tips for Your Contact Center Operations Manager Job Search
Quantify your operational impact on your resume
Contact center hiring managers want to see numbers tied to agent headcount, handle time reductions, CSAT improvements, and attrition rates you managed. Generic descriptions of oversight duties won't move you past the first screen.
Highlight your workforce management platform fluency
Many postings filter hard on specific WFM tools like NICE IEX, Verint, or Genesys. Name the platforms you've actually configured and scheduled in, not just observed, so recruiters know you can hit the ground running.
Apply early to roles that fit
Migrate Mate lists contact center operations manager openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Tailor your resume to omnichannel or voice-only operations
Some employers run blended email, chat, and voice environments while others are purely inbound voice. Reading the job description carefully and mirroring their channel mix in your summary shows you understand what you're walking into.
Prepare a data story for your panel interview
Contact center operations manager panels often include a finance or workforce planning stakeholder alongside HR. Bring a concise before-and-after example of a process change you led, with the operational metrics that show why it worked.
Negotiate start date around QBR and staffing cycles
Contact centers run on quarterly business reviews and annual forecast cycles. If you're offered a role in October or March, ask about onboarding timing relative to those cycles so you're not inheriting a staffing crunch on day one.
Contact Center Operations Manager Jobs: Frequently Asked Questions
Which companies are hiring the most contact center operations managers?
The most active employers for contact center operations managers right now are Northwest Bank, PwC, and KeyBank, and the most openings are in Texas, California, and Florida, based on current listings on Migrate Mate as of November 2026. Healthcare systems, large retailers, and financial services firms tend to post the highest volume of these roles year-round.
How many contact center operations manager jobs are remote?
About 72% of contact center operations manager openings are fully remote or hybrid as of November 2026, reflecting how broadly cloud-based telephony and WFM platforms have made distributed management practical. Roles focused on workforce planning, quality assurance, and reporting tend to be the most amenable to fully remote arrangements, while positions with on-site agent supervision requirements lean toward hybrid or in-person.
How do you become a contact center operations manager?
Most contact center operations managers start as agents or team leads, then move into supervisory roles where they gain exposure to scheduling, QA, and performance reporting. Building hands-on experience with workforce management platforms and earning a credential like a Certified Contact Center Manager designation strengthens your candidacy. Demonstrating measurable results in your team lead or supervisor roles is what typically moves you into the manager tier.
Can you get a contact center operations manager job with limited experience?
Moving directly into a contact center operations manager role with no supervisory experience is uncommon, but some employers post associate or assistant operations manager titles that serve as entry points. If you've led a small team, managed scheduling, or owned a process improvement project in any customer service environment, that experience is transferable. Highlighting it alongside any WFM or CRM platform familiarity helps close the gap on your resume.
What does the contact center operations manager interview process look like?
The process typically starts with a recruiter screen focused on operations background and tool experience, followed by a hiring manager conversation that digs into how you've handled staffing shortfalls, escalations, and performance turnarounds. A panel round with cross-functional stakeholders from workforce planning, finance, or HR is common at mid-size and large employers. Some companies add a case study or data exercise where you're asked to diagnose a contact center metric problem and walk through your recommended fix.
Where can I find and apply to contact center operations manager jobs?
You can find and apply to contact center operations manager jobs on Migrate Mate, which lists current openings from across the United States in one place. Find the roles that match your experience and location preferences, then apply directly to each listing that fits.
See All 341+ Contact Center Operations Manager Jobs
Find roles that match your experience and apply in just a few clicks.
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