H-1B Visa Contact Center Manager Jobs
H-1B visa jobs for Contact Center Manager roles are available at employers who structure the position around degree-level duties in business administration, communications, or a related field. Sponsoring employers file a Labor Condition Application with DOL and an I-129 petition with USCIS, covering up to three years of status with extensions available.
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Get Access To All JobsPosition Title: GGU One Contact Center Operations Manager
Department Name: Office of the Provost
Position Reports To: Vice Provost of Academic Operations
FLSA STATUS: Salaried
Salary: $110,000 - $140,000; this position is eligible for an annual performance-based bonus incentive.
Benefits: The University's comprehensive benefits program.
Location: Remote; some travel may be required for in-person collaboration and campus events.
Days & Hours: Standard work schedule is Monday through Friday, 37.5 hours per week, generally 9am – 5:30pm PST but can be adjusted and/or staggered to support team coverage across the team’s coverage window; flexible schedule may require some evening and weekend hours during peak periods or to handle escalations.
BASIC FUNCTION AND SCOPE OF JOB:
Build, stabilize, and lead GGU One’s student support operation. Manage the Navigator team (Navigators are Golden Gate University’s first contact for all student inquiries), establish dependable coverage and follow-up, improve service quality, and lead implementation of the agreed operating model and roadmap in partnership with university departments and IT.
ESSENTIAL FUNCTIONS:
-
Team Leadership & Development: Hire, onboard, supervise, coach, and evaluate the GGU One Navigator team. Establish clear responsibilities and ongoing training.
-
Daily Operations & Coverage: Own staffing schedules, absence coverage, queue monitoring, callback oversight, and daily priorities across phone and email support. Designate backup operational coverage during planned and unplanned absences.
-
Service Implementation & Improvement: Lead execution of the approved GGU One operating model and roadmap, translating pilot findings into sustainable workflows, staffing practices, and service improvements.
-
Vision & Service Evolution: Shape the long-term vision for GGU One in partnership with university leadership. Evaluate opportunities to improve student support through AI, self-service, and additional channels such as chat and text, prioritizing student needs, service quality, and operational readiness.
-
Case Ownership & Tier 2 Follow-Through: Establish clear ownership, response expectations, and escalation procedures with university departments. Monitor unresolved and overdue inquiries, address stalled handoffs, and ensure students receive updates through resolution.
-
Knowledge & Guidance: Coordinate with departmental subject-matter experts to maintain accurate, approved Navigator resources. Establish content owners and a process for addressing gaps, conflicting guidance, and policy changes.
-
Quality Assurance & Training: Review call recordings, email interactions, and case documentation. Provide timely coaching and targeted training on accuracy, empathy, identity verification, escalation, and follow-up.
-
Technology & Workflow Coordination: Partner with IT and Salesforce administrators to improve inquiry management and support the transition from interim Teams and tracker workflows to the approved Salesforce-based approach. Define operational requirements, lead user testing, and prepare the team to adopt new workflows, while technical teams own system configuration and integrations.
-
Reporting & Capacity Planning: Produce regular reporting on demand, answering, callbacks, resolution, unresolved work, and quality. Validate metric definitions and data accuracy and recommend staffing adjustments as demand and service scope evolve.
-
Other Duties: As assigned.
QUALIFICATIONS
-
Education Requirement: Bachelor’s degree in Business, Higher Education, or any other related field from an accredited college or university.
-
Years of Experience: 5+ years of relevant service-operations experience, including direct supervision of a customer support, contact center, or higher education student-services team.
-
Operational Leadership: Demonstrated ability to build or stabilize an evolving service operation, establish workflows, manage queue coverage, and lead teams through process and technology changes.
-
Contact Center Management: Experience with staffing and shift scheduling, quality assurance scorecards, coaching, case management/ticketing systems, and operational reporting.
-
Cross-Departmental Collaboration: Ability to establish accountability, establish and monitor Service Level Agreements (SLAs), and resolve student service issues across departments, including teams outside the role’s direct reporting line.
-
Technical Aptitude: Working knowledge of CRM and contact-center tools (ideally Salesforce Education Cloud/Service Cloud), with experience partnering with IT/technical teams on operational implementations.
-
Domain Knowledge: Higher-education student-services experience, familiarity with FERPA regulations, and knowledge of military-connected and veteran student needs are strongly preferred.
-
Skills and Abilities:
-
Excellent communication, leadership, problem-solving, and decision-making skills.
-
Ability to remain calm under pressure, handle difficult or emotional clients, and manage a busy, high-stakes service department.
-
Proven experience leading a diverse team with varied expertise, including coaching, training, and employee development.
-
Ability to compile and synthesize data from multiple sources into reports and presentations for leadership.
-
Self-directed and able to work effectively with minimal supervision.
Supplemental Information
To apply: Please go to http://www.ggu.edu/jobs to submit an application, letter of interest, and a resume.
In applying for a position, candidates sign a consent authorizing a broader inquiry which may include reference checks, a motor vehicle check, and a third-party background check.
Golden Gate University is an equal employment opportunity employer. We support inclusive excellence and are committed to creating a safe and welcoming community for all.
University policy prohibits discrimination based on race, color, religion/creed, national origin, ancestry, age, sex/gender, sexual orientation, marital status, medical condition, physical or mental disability, gender stereotyping, and gender identity, gender expression, military or veteran status, taking a protected leave (e.g., family medical or pregnancy leave), or on any other basis protected by applicable laws.
The University has a strong commitment to the principles of diversity and inclusion, and to maintaining working and learning environments that reinforces these practices. The University welcomes and encourages applications from all demographics.
Position Title: GGU One Contact Center Operations Manager
Department Name: Office of the Provost
Position Reports To: Vice Provost of Academic Operations
FLSA STATUS: Salaried
Salary: $110,000 - $140,000; this position is eligible for an annual performance-based bonus incentive.
Benefits: The University's comprehensive benefits program.
Location: Remote; some travel may be required for in-person collaboration and campus events.
Days & Hours: Standard work schedule is Monday through Friday, 37.5 hours per week, generally 9am – 5:30pm PST but can be adjusted and/or staggered to support team coverage across the team’s coverage window; flexible schedule may require some evening and weekend hours during peak periods or to handle escalations.
BASIC FUNCTION AND SCOPE OF JOB:
Build, stabilize, and lead GGU One’s student support operation. Manage the Navigator team (Navigators are Golden Gate University’s first contact for all student inquiries), establish dependable coverage and follow-up, improve service quality, and lead implementation of the agreed operating model and roadmap in partnership with university departments and IT.
ESSENTIAL FUNCTIONS:
-
Team Leadership & Development: Hire, onboard, supervise, coach, and evaluate the GGU One Navigator team. Establish clear responsibilities and ongoing training.
-
Daily Operations & Coverage: Own staffing schedules, absence coverage, queue monitoring, callback oversight, and daily priorities across phone and email support. Designate backup operational coverage during planned and unplanned absences.
-
Service Implementation & Improvement: Lead execution of the approved GGU One operating model and roadmap, translating pilot findings into sustainable workflows, staffing practices, and service improvements.
-
Vision & Service Evolution: Shape the long-term vision for GGU One in partnership with university leadership. Evaluate opportunities to improve student support through AI, self-service, and additional channels such as chat and text, prioritizing student needs, service quality, and operational readiness.
-
Case Ownership & Tier 2 Follow-Through: Establish clear ownership, response expectations, and escalation procedures with university departments. Monitor unresolved and overdue inquiries, address stalled handoffs, and ensure students receive updates through resolution.
-
Knowledge & Guidance: Coordinate with departmental subject-matter experts to maintain accurate, approved Navigator resources. Establish content owners and a process for addressing gaps, conflicting guidance, and policy changes.
-
Quality Assurance & Training: Review call recordings, email interactions, and case documentation. Provide timely coaching and targeted training on accuracy, empathy, identity verification, escalation, and follow-up.
-
Technology & Workflow Coordination: Partner with IT and Salesforce administrators to improve inquiry management and support the transition from interim Teams and tracker workflows to the approved Salesforce-based approach. Define operational requirements, lead user testing, and prepare the team to adopt new workflows, while technical teams own system configuration and integrations.
-
Reporting & Capacity Planning: Produce regular reporting on demand, answering, callbacks, resolution, unresolved work, and quality. Validate metric definitions and data accuracy and recommend staffing adjustments as demand and service scope evolve.
-
Other Duties: As assigned.
QUALIFICATIONS
-
Education Requirement: Bachelor’s degree in Business, Higher Education, or any other related field from an accredited college or university.
-
Years of Experience: 5+ years of relevant service-operations experience, including direct supervision of a customer support, contact center, or higher education student-services team.
-
Operational Leadership: Demonstrated ability to build or stabilize an evolving service operation, establish workflows, manage queue coverage, and lead teams through process and technology changes.
-
Contact Center Management: Experience with staffing and shift scheduling, quality assurance scorecards, coaching, case management/ticketing systems, and operational reporting.
-
Cross-Departmental Collaboration: Ability to establish accountability, establish and monitor Service Level Agreements (SLAs), and resolve student service issues across departments, including teams outside the role’s direct reporting line.
-
Technical Aptitude: Working knowledge of CRM and contact-center tools (ideally Salesforce Education Cloud/Service Cloud), with experience partnering with IT/technical teams on operational implementations.
-
Domain Knowledge: Higher-education student-services experience, familiarity with FERPA regulations, and knowledge of military-connected and veteran student needs are strongly preferred.
-
Skills and Abilities:
-
Excellent communication, leadership, problem-solving, and decision-making skills.
-
Ability to remain calm under pressure, handle difficult or emotional clients, and manage a busy, high-stakes service department.
-
Proven experience leading a diverse team with varied expertise, including coaching, training, and employee development.
-
Ability to compile and synthesize data from multiple sources into reports and presentations for leadership.
-
Self-directed and able to work effectively with minimal supervision.
Supplemental Information
To apply: Please go to http://www.ggu.edu/jobs to submit an application, letter of interest, and a resume.
In applying for a position, candidates sign a consent authorizing a broader inquiry which may include reference checks, a motor vehicle check, and a third-party background check.
Golden Gate University is an equal employment opportunity employer. We support inclusive excellence and are committed to creating a safe and welcoming community for all.
University policy prohibits discrimination based on race, color, religion/creed, national origin, ancestry, age, sex/gender, sexual orientation, marital status, medical condition, physical or mental disability, gender stereotyping, and gender identity, gender expression, military or veteran status, taking a protected leave (e.g., family medical or pregnancy leave), or on any other basis protected by applicable laws.
The University has a strong commitment to the principles of diversity and inclusion, and to maintaining working and learning environments that reinforces these practices. The University welcomes and encourages applications from all demographics.
See all H-1B Visa Contact Center Manager Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new H-1B Visa Contact Center Manager Jobs.
Get Access To All JobsTips for Finding H-1B Visa Sponsorship as a Contact Center Manager
Align your degree to managerial duties
USCIS evaluates whether your role requires at least a bachelor's degree in a specific field. Document how your business administration, communications, or operations degree directly applies to forecasting, workforce analytics, and performance management duties in your target position.
Look up prevailing wages before negotiating
Use the OFLC Wage Search to find the DOL-defined prevailing wage for Contact Center Manager in your target metro. Your employer's LCA must certify wages at or above that level, so knowing the threshold before the offer stage protects you from underpaying offers.
Target employers with multi-site LCA experience
If the role involves managing agents across multiple locations, each worksite requires its own certified LCA. Prioritize employers whose HR teams already understand this requirement so your start date isn't delayed by a last-minute filing gap at a secondary location.
Find sponsors through Migrate Mate
Search Contact Center Manager roles on Migrate Mate, which lists employers with verified H-1B visa LCA filing history by role and location. This cuts out the guesswork of cold-applying to companies that have never sponsored the occupation before.
Review your O*NET profile before interviews
The O*NET occupation profile for Contact Center Manager outlines the core tasks, skills, and knowledge areas USCIS considers when evaluating specialty occupation status. Walk into interviews ready to map your degree and work history directly to those defined competencies.
Confirm cap-subject status during offer review
Most private-sector contact center employers file cap-subject H-1B petitions, meaning your petition enters the annual selection pool. Confirm with the employer whether they qualify for cap-exempt status before accepting an offer, since timing and processing differ significantly between the two paths.
H-1B Visa Contact Center Manager: Frequently Asked Questions
Does a Contact Center Manager role qualify as a specialty occupation for H-1B purposes?
It depends on how the employer defines and documents the position. When the role centers on workforce analytics, budget oversight, and cross-functional operations and requires at minimum a bachelor's degree in business administration, communications, or a related field, it can qualify. Employers who write generic supervisory job descriptions without degree requirements will struggle to get USCIS approval, so the job description language matters significantly.
How do I find Contact Center Manager jobs where the employer already sponsors H-1B visas?
Migrate Mate lists Contact Center Manager openings at employers with verified H-1B LCA filing history, so you can focus your applications on companies that have already demonstrated willingness and capability to sponsor. This is more reliable than asking employers during initial screening calls, which often leads to vague or uninformed answers from recruiters unfamiliar with the sponsorship process.
What documents should I prepare before asking an employer to sponsor my H-1B?
Compile your academic transcripts, degree certificates, and a credential evaluation if your degree is from outside the U.S. Also prepare a detailed resume that connects each degree subject to specific managerial duties you performed. USCIS may issue a Request for Evidence asking the employer to prove specialty occupation, and your credentials are a central part of that response.
What happens if I move to a different office location after my H-1B is approved?
Your employer must file a new certified LCA for each worksite not already covered by your original petition. For Contact Center Managers who oversee distributed teams or rotate between facilities, this is a common compliance issue. USCIS requires the amended petition to be filed before you begin working at the new location, not after the fact.
How long does H-1B status last for a Contact Center Manager role?
H-1B status is initially granted for up to three years and can be extended to a six-year maximum. Beyond six years, continued extensions are possible only if certain green card milestones have been reached, such as an approved I-140 immigrant petition. Your employer must continue filing LCA renewals and I-129 extensions before each expiration date to maintain your status.