[Remote] Technical Operations Manager

Note: The job is a remote job and is open to candidates in USA. TTEC Digital is a company that focuses on enhancing customer experience through employee engagement. They are seeking a Technical Operations Manager to oversee managed technical operations, build client relationships, and ensure client satisfaction while adhering to regulations and managing commercial aspects of engagements.ResponsibilitiesManagement, trending and analysis of historical and existing support and change service requestsPrioritize work related to service requests for technical resourcesOwn completion of Change Management cycles and provide adequate visibility internally and externallyReview daily/weekly/monthly platform statistics related to stability and capacityDevelop Action plans to resolve stability or capacity issuesCoordinate Incident / Service Request resolution activities from initiation to root cause analysis between Service Desk, Level II/III and management resourcesEnsure certification of technical plans for major implementations and projectsContinuous development and exhibition of platform knowledge and effective application to the client environmentEnsure adherence with client regulations/policies; i.e., Incident/Problem/Change/Release Management/ITIL, etcOrganize and Lead regular client Operational status reviewsCoordinate account activities and communications with Account Management and support interactions and communications with relevant vendorsMaintain positive and professional demeanor when communicating internally and externallyBuild strong business relationships with all engagement stakeholdersAct as a trusted advisor for client contactsDistribute and discuss client “lessons learned” discoveriesProactive “informal” check with client on Managed Services performanceEnsure client issues thoroughly triaged and SLA’s metConduct bi-annual client feedback discussionDevelop effective action plan to address negative client feedback and prevent recurrence of client issuesCommunicate all client feedback to account management and staffManagement and assurance of escalations and timely and effective incident notificationsDrive the assurance of resource effort allocation to remain in alignment with client requirementsArrange site visits with client to improve ICS/MS understanding of client missionAssist account partners and Account Management with client interactionsAssist with the creation of SOW’s, Change Requests, RFP responses and other contract documentationTracking Project run rates, hours utilization and ensure proper invoicingPre-Implementation requirements compilation, LOE and Resource Management for small projectsObtain solid knowledge of Managed Services offeringsProvide formal account status and communication with Account Partner and Account ManagersProvide important client information to peers and management to facilitate good business decisionsWork with account partners to identify relationship expansion opportunitiesIntegrate with and provide feedback to improve delivery methodsEnsure requisite support reference documentation is createdProvide direction for client transition to new support modelManage client expectations for daily support and ongoing projectsManage engagement scope and responsibilitiesSkills2–4+ years of Technical Operations Management experience, ideally within contact center environments supporting cloud or on‑premises technologiesProven client management capabilities, including relationship building, expectation setting, and issue resolutionHands‑on experience delivering or managing Contact Center technologies, such as: Voice and data network operations, Computer Telephony Integration (CTI), ACD and IVR platforms, CRM systems and related integrationsAdvanced organizational and coordination skills, with the ability to manage multiple operational priorities in a fast‑paced environmentFoundational project management experience (task planning, timelines, cross‑functional coordination)BenefitsMedical, dental, visionTax-advantaged health care accountsFinancial and income protection benefitsPaid time off (PTO) and wellness time off.Company OverviewTTEC Digital is an IT consulting firm that provides CX strategy, data and analytics, and AI solutions. It was founded in 2022, and is headquartered in Greenwood Village, Colorado, USA, with a workforce of 1001-5000 employees. Its website is https://ttecdigital.com.Company H1B SponsorshipTTEC Digital has a track record of offering H1B sponsorships, with 3 in 2026, 26 in 2025, 18 in 2024, 17 in 2023, 26 in 2022, 12 in 2021, 11 in 2020. Please note that this does not guarantee sponsorship for this specific role.