HR Acuity

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Global Hotline Operations Manager

ID
2026-1382
Category
Customer Support/Operations
Position Type
Full-Time
Min
USD $90,000.00/Yr.
Max
USD $130,000.00/Yr.
Remote
Yes

Overview

The Global Hotline Operations Manager will oversee the end-to-end lifecycle of hotline services, including technical setup, vendor management, financial oversight, and customer onboarding. This role requires a blend of strategic thinking and hands-on execution to ensure hotline services scale effectively and deliver a seamlessexperience  forcustomers across multiple regions.

 

 

What This Role Is: 

  • Owner of global hotline operations, responsible for the full end‑to‑end lifecycle of hotline services.

  • Operational leader ensuring scalability across regions, languages, time zones, and customer volume, including telephony configuration, IVR flows, recordings, routing, and ongoing maintenance.

  • Primary manager of telephony and interpretation vendors, overseeing performance, responsiveness, and issue resolution.

What This Role Isn't:

  • Not a call center agent or frontline support role. This position does not involve answering hotline calls or providing direct, real‑time customer support in a live call environment. While a background in call center operations or frontline support is absolutely welcomed and can be highly valuable in understanding workflows and vendor dynamics, it is not what the role will entail day‑to‑day.

  • Not responsible for handling live customer escalations on the phone. While the role supports troubleshooting and operational resolution, it does not personally take escalated calls from customers.

  • Not a people manager role. This role will not have direct reports and is an IC position. The role does not coach, supervise, or manage call center agents on a day‑to‑day basis, nor does it oversee their performance or scheduling.

At HR Acuity®, we help organizations transform the way they manage employee relations. Our SaaS platform enables companies to investigate, track, and analyze employee issues with consistency, fairness, and trust — empowering leaders to build better workplaces.

 

At HR Acuity®, we empower our team to #BeBold—embracing innovation and new challenges. With the right tools, we help you #WorkSmarter, fostering collaboration so we can all be #BetterTogether. If you're excited about being part our growth story, we’d love to chat!

  

This is an #All-in Zone. We are a fast-growing, innovative company where being #All-in is the norm. From our female founder CEO to every team member, we embrace a fully engaged mindset. We bring our best every day, fueled by passion for our mission and culture—and we expect the same from everyone who joins us.  

  

At the same time, we are deeply committed to fostering an inclusive, diverse workplace where different perspectives are valued and respected. We believe in creating an environment where everyone can show up as their authentic selves and thrive. If this sounds like you, keep reading. 

  

Click here to learn more about our values and benefits 

 

Please note that for this position, we are only accepting direct applications. Submissions from agencies will not be considered.

The Opportunity

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 

 

Vendor & Partner Management 

  • 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 
  • Oversee procurement and activation of tollfree and local access numbers globally 

 

GoToMarket & Sales Support 

  • Review hotline requirements for new prospects and expansions, ensuring proposed scopes align with current capabilities and pricing models 
  • Partner with Sales on complex or high value deals involving global hotline components 
  • Conduct regular prospect and customer scope reviews to prevent pricing or packaging creep 
  • Perform monthly audits of hotline usage and pricing assumptions, adjusting future recommendations as needed 

 

Customer Onboarding & Support 

  • Support implementations by coordinating hotline setup, testing, and launch readiness 
  • Collaborate with Implementation Managers to ensure smooth, on time deployments 
  • Troubleshoot hotline related issues and partner with Technical Support as needed 
  • Review customer usage and collaborate with Customer Success on overages, renewals, and optimization opportunities 

 

Quality, Auditing & Continuous Improvement 

  • Conduct routine hotline testing and maintain detailed audit logs 
  • Identify opportunities to improve caller experience, reliability, and operational efficiency 
  • Coordinate with the product team to recommend aligned to customer needs and our broader platform strategy

Qualifications

What You Bring 

 

Required 

  • 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 

 

Preferred 

  • Experience supporting compliance, ethics, or whistleblower hotline services 
  • Familiarity with multilingual support models and global vendor ecosystems 
  • Experience partnering with Sales and Customer Success teams 
  • Project management certification (PMP or similar) 

 

Why Join HR Acuity? 

  • Competitive compensation and comprehensive benefits 
  • The opportunity to own and scale a globally impactful program 
  • A collaborative, mission driven culture that values accountability and innovation 
  • Ongoing professional development and career growth 

Perks and Benefits

Compensation: The base salary pay range for this position is expected to be between $87,000 to $105,000/year; however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. Additionally, employees working at least 30 hours per week are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.

 

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.

Perks:

  • 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.
  • Own a piece of the company with our #Allin Shares Program.
  • 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. *
  • Join a fun and energetic team that values your suggestions and new ideas.
  • Receive a competitive salary and meaningful opportunities for growth.

Learning and Development

  • Onboarding: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers.
  • Manager training: Develop the skills and competencies to lead, motivate, and empower your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities.
  • Leadership training: Grow your leadership potential and influence within the organization. Learn how to inspire and align others with the company vision, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels.
  • Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. Gain insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.

* Based upon business needs

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HR Acuity is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our team. All your information will be kept confidential according to EEO guidelines. We encourage people from underrepresented and/or marginalized backgrounds, including BIPOC, LatinX, LGBTQ+, women, and people with disabilities, to apply.