Customer Operations Manager Visa Sponsorship Jobs in North Carolina
North Carolina's customer operations manager job market spans financial services hubs in Charlotte, tech and research employers in the Research Triangle (Raleigh, Durham, Chapel Hill), and logistics operations tied to Charlotte Douglas International Airport. Major employers including Bank of America, Lowe's, and Red Hat have established sponsorship track records for operations management roles requiring specialized expertise.
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Get Access To All JobsINTRODUCTION
WSP in the US is initiating a search for a Customer Service Center (CSC) Operations Manager to support our Tolling Operations Team! This position is based out of our Winston-Salem, NC office.
Position Summary
The CSC Operations Manager is responsible for the overall leadership, performance, and daily operations of a high-volume call center environment. This role oversees people, processes, technology, and performance to ensure contractual obligations, service-level agreements (SLAs), and customer experience standards are consistently met or exceeded. The ideal candidate will bring at least five years of experience managing an entire call center operation and will demonstrate strong operational discipline, people leadership, and data-driven decision-making. Experience within tolling, transportation, or government-regulated environments is strongly preferred.
Key Responsibilities
- Provide end-to-end operational leadership for the call center, including staffing, scheduling, performance management, and service delivery.
- Own and manage operational KPIs such as ASA, AHT, service level, abandonment rate, QA scores, CSAT, occupancy, and adherence.
- Partner closely with Workforce Management to align forecasting, scheduling, and hiring with volume demand.
- Lead, coach, and develop supervisors, team leads, QA, and support functions to ensure consistent performance and accountability.
- Ensure compliance with contractual requirements, labor laws, HR policies, and regulatory guidelines.
- Drive continuous improvement initiatives focused on efficiency, quality, risk mitigation, and customer experience.
- Collaborate with Recruiting and HR to support hiring strategy, onboarding, and early-tenure retention.
- Act as the primary escalation point for operational, employee, and client-related issues.
- Prepare and deliver operational reports, performance reviews, and executive-level summaries.
- Manage vendor relationships, technology platforms, and operational tools supporting the call center.
People Leadership
- Build and maintain a strong performance-driven culture grounded in accountability, engagement, and development.
- Conduct regular coaching, feedback, and performance reviews with leadership staff.
- Identify and develop internal talent for succession planning.
- Address attendance, conduct, and performance issues in a timely, fair, and compliant manner.
Operational & Strategic Oversight
- Translate contractual and business requirements into executable operational plans.
- Balance cost, quality, and service delivery while meeting SLA and budget expectations.
- Partner with Finance and Program Leadership to manage budget, staffing models, and forecasting assumptions.
- Support client audits, site visits, and performance reviews, particularly in government-regulated environments.
Required Qualifications
- Minimum of 5 years of experience managing an entire call center operation (100+ agents preferred).
- Proven experience owning operational KPIs and driving measurable performance improvement.
- Strong knowledge of workforce management principles and call center metrics.
- Demonstrated people leadership experience, including managing managers and supervisors.
- Excellent communication, analytical, and problem-solving skills.
Preferred Qualifications
- Experience supporting tolling, transportation, or other government-regulated customer service environments.
- Experience working on contractual or SLA-driven programs.
- Familiarity with call center platforms (ACD, CRM, QA tools, WFM systems).
- Experience overseeing multi-channel environments (voice, chat, email).
Education
- Bachelor’s degree in Business, Management, or a related field preferred.
- Equivalent experience will be considered.
Work Environment
- Fast-paced, performance-driven call center environment.
- May require flexibility in schedule based on operational needs.
- On-site presence required.
About WSP
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.
INTRODUCTION
WSP in the US is initiating a search for a Customer Service Center (CSC) Operations Manager to support our Tolling Operations Team! This position is based out of our Winston-Salem, NC office.
Position Summary
The CSC Operations Manager is responsible for the overall leadership, performance, and daily operations of a high-volume call center environment. This role oversees people, processes, technology, and performance to ensure contractual obligations, service-level agreements (SLAs), and customer experience standards are consistently met or exceeded. The ideal candidate will bring at least five years of experience managing an entire call center operation and will demonstrate strong operational discipline, people leadership, and data-driven decision-making. Experience within tolling, transportation, or government-regulated environments is strongly preferred.
Key Responsibilities
- Provide end-to-end operational leadership for the call center, including staffing, scheduling, performance management, and service delivery.
- Own and manage operational KPIs such as ASA, AHT, service level, abandonment rate, QA scores, CSAT, occupancy, and adherence.
- Partner closely with Workforce Management to align forecasting, scheduling, and hiring with volume demand.
- Lead, coach, and develop supervisors, team leads, QA, and support functions to ensure consistent performance and accountability.
- Ensure compliance with contractual requirements, labor laws, HR policies, and regulatory guidelines.
- Drive continuous improvement initiatives focused on efficiency, quality, risk mitigation, and customer experience.
- Collaborate with Recruiting and HR to support hiring strategy, onboarding, and early-tenure retention.
- Act as the primary escalation point for operational, employee, and client-related issues.
- Prepare and deliver operational reports, performance reviews, and executive-level summaries.
- Manage vendor relationships, technology platforms, and operational tools supporting the call center.
People Leadership
- Build and maintain a strong performance-driven culture grounded in accountability, engagement, and development.
- Conduct regular coaching, feedback, and performance reviews with leadership staff.
- Identify and develop internal talent for succession planning.
- Address attendance, conduct, and performance issues in a timely, fair, and compliant manner.
Operational & Strategic Oversight
- Translate contractual and business requirements into executable operational plans.
- Balance cost, quality, and service delivery while meeting SLA and budget expectations.
- Partner with Finance and Program Leadership to manage budget, staffing models, and forecasting assumptions.
- Support client audits, site visits, and performance reviews, particularly in government-regulated environments.
Required Qualifications
- Minimum of 5 years of experience managing an entire call center operation (100+ agents preferred).
- Proven experience owning operational KPIs and driving measurable performance improvement.
- Strong knowledge of workforce management principles and call center metrics.
- Demonstrated people leadership experience, including managing managers and supervisors.
- Excellent communication, analytical, and problem-solving skills.
Preferred Qualifications
- Experience supporting tolling, transportation, or other government-regulated customer service environments.
- Experience working on contractual or SLA-driven programs.
- Familiarity with call center platforms (ACD, CRM, QA tools, WFM systems).
- Experience overseeing multi-channel environments (voice, chat, email).
Education
- Bachelor’s degree in Business, Management, or a related field preferred.
- Equivalent experience will be considered.
Work Environment
- Fast-paced, performance-driven call center environment.
- May require flexibility in schedule based on operational needs.
- On-site presence required.
About WSP
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.
Customer Operations Manager Job Roles in North Carolina
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Search Customer Operations Manager Jobs in North CarolinaCustomer Operations Manager Jobs in North Carolina: Frequently Asked Questions
Which companies sponsor visas for customer operations managers in North Carolina?
Large employers with documented sponsorship histories for operations management roles in North Carolina include Bank of America, Lowe's, Fidelity Investments, Lenovo North America, and Red Hat (IBM). Technology and financial services firms in the Research Triangle and Charlotte metro tend to file the most Labor Condition Applications for customer operations manager positions. Enterprise software and SaaS companies headquartered in the Triangle also sponsor regularly for these roles.
Which visa types are most common for customer operations manager roles in North Carolina?
The H-1B visa is the most commonly used visa for customer operations managers in North Carolina, provided the role requires a bachelor's degree or higher in a specific field such as business administration, operations management, or information systems. The L-1A intracompany transferee visa is another pathway for managers transferring from a foreign affiliate. TN visa status is available for Canadian and Mexican nationals in qualifying management categories under the USMCA.
Which cities in North Carolina have the most customer operations manager sponsorship jobs?
Charlotte leads in volume, driven by its concentration of financial services, logistics, and Fortune 500 corporate headquarters. The Research Triangle, covering Raleigh, Durham, and Cary, follows closely, with demand coming from technology companies, pharmaceutical operations, and university-adjacent employers. Greensboro and Winston-Salem also see sponsorship activity, particularly from manufacturing and distribution firms with large customer operations teams.
How to find customer operations manager visa sponsorship jobs in North Carolina?
Migrate Mate aggregates visa sponsorship jobs specifically for international candidates, including customer operations manager roles filtered to North Carolina. Rather than sorting through general job postings where sponsorship availability is unclear, Migrate Mate surfaces employers with active or historical sponsorship activity for this role type. Filtering by North Carolina gives you a focused list of companies in Charlotte, the Research Triangle, and other hiring centers actively open to sponsoring.
Are there state-specific considerations for customer operations manager sponsorship roles in North Carolina?
North Carolina does not impose state-level visa requirements beyond federal standards, but the prevailing wage for customer operations manager roles varies significantly between markets. Charlotte and the Research Triangle command higher prevailing wages than smaller metros, which affects the Labor Condition Application your employer files with the Department of Labor. North Carolina's strong university pipeline, including UNC Chapel Hill, NC State, and Duke, means competition for sponsorship roles can be high among candidates already in the U.S. on OPT or STEM OPT.
What is the prevailing wage for sponsored customer operations manager jobs in North Carolina?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.