Contact Center Manager Jobs in USA with Visa Sponsorship
Contact Center Manager roles qualify for H-1B visa sponsorship as a specialty occupation requiring a bachelor's degree in business, communications, or a related field. Employers filing a Labor Condition Application must meet prevailing wage requirements, and international candidates can build a strong pipeline through F-1 OPT before transitioning to H-1B visa status.
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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 Contact Center Manager Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Contact Center Manager roles.
Get Access To All JobsTips for Finding Visa Sponsorship as a Contact Center Manager
Frame your degree for specialty occupation
Contact center management sits in a gray zone for H-1B specialty occupation. Pair your business or communications degree with job descriptions that explicitly require a bachelor's in a directly related field, not just any degree, to strengthen the employer's LCA case.
Use OFLC Wage Search before accepting offers
Look up the prevailing wage for your specific metro area using OFLC Wage Search before salary negotiations. Employers must pay at least the Level I or Level II wage certified on the LCA, and underpaying is a common filing error that delays approval.
Target employers with multi-site contact center operations
Companies running contact centers across multiple states file LCAs more frequently and have established HR processes for sponsorship. Their legal teams understand the posting and wage requirements, which reduces the back-and-forth that slows down first-time sponsoring employers.
Find verified sponsoring employers on Migrate Mate
Search Contact Center Manager roles on Migrate Mate to see employers with confirmed LCA filing history for this occupation. That filing history signals the employer already knows the USCIS process and won't back out when they learn what sponsorship involves.
Get your performance metrics into writing early
Contact center managers are judged on KPIs like CSAT scores, handle time, and attrition rates. Document your quantifiable results before the PERM labor certification stage, since demonstrating specialized managerial skill helps distinguish your role from general management positions.
Align your OPT end date with the H-1B cap timeline
If you're on F-1 OPT, check whether your authorization covers the period between filing and the annual H-1B cap selection outcome. STEM OPT extension can bridge a gap, but your role must tie directly to a STEM-designated degree, not just your job responsibilities.
Frequently Asked Questions
Does a Contact Center Manager role qualify as an H-1B specialty occupation?
It can, but it's not automatic. USCIS requires the position to normally require a bachelor's degree in a specific field like business administration, communications, or operations management. If the employer's job description accepts any degree or substitutes experience freely, that weakens the specialty occupation argument. The strongest petitions tie the degree requirement directly to the technical complexity of the role.
Which visas realistically cover Contact Center Manager sponsorship?
H-1B is the most common path for this role. If you're an Australian national, the E-3 visa offers the same specialty occupation framework without the lottery and with no annual cap backlog. Canadian and Mexican nationals may qualify under TN visa if the role maps to a USMCA-listed profession. F-1 OPT and STEM OPT can bridge you to any of these while you line up sponsorship.
Where can I find Contact Center Manager jobs with visa sponsorship?
Migrate Mate lists Contact Center Manager roles from employers with verified sponsorship history, so you can focus your search on companies that have already navigated the LCA and H-1B process for this occupation type.
What degree does a Contact Center Manager need for H-1B sponsorship?
USCIS looks for a bachelor's degree in a field directly related to the duties of the role, most commonly business administration, management, communications, or information systems. A general arts or unrelated science degree makes the specialty occupation case harder to support. Some employers bolster the petition by writing a detailed job description that connects advanced degree knowledge to specific managerial tasks like workforce analytics, omnichannel platform management, or compliance oversight.
Can a Contact Center Manager role qualify for a green card through PERM?
Yes. EB-2 requires an advanced degree or exceptional ability, while EB-3 covers skilled workers with two or more years of experience. Most Contact Center Manager PERM cases file under EB-3. The employer must conduct a full recruitment test through DOL and demonstrate no qualified U.S. worker was available. Processing timelines and per-country backlogs, particularly for India and China, affect how long permanent residence actually takes.
What is the prevailing wage requirement for sponsored Contact Center Manager jobs?
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.