Contact Center Manager, Customer Support

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

Role Overview

The Operations Manager for ID.me will drive performance and efficiency within our customer support organization by directly managing a team of 5-10 Team Leaders and indirectly leading 50-100 Member Support Representatives.  This role requires data analysis to identify areas for process improvement and implement changes that enhance team performance and customer experience.  Developing and mentoring the team to achieve operational excellence is also a key responsibility.

This opportunity is located onsite in Tampa, FL. This is a full time opportunity and is not able to be done remotely. 

At ID.me, you:

• Are hands-on and data-driven, digging deep to understand problems and solve them at their source.
• Think in systems; you love to assist in building scalable structures, driving alignment, and ensuring accountability across teams.
• Elevate performance through clear expectations, direct feedback, and a focus on continuous improvement.
• Operate with urgency, clarity, and high standards in service of our mission to make digital identity secure and accessible for all.
• Take full ownership of your work; you identify what needs to be done and move it forward without waiting for direction.
• See feedback as fuel for growth; you seek it out, act on it, and help others do the same.

Responsibilities: 

Leadership & Team Development

• Lead, motivate, and develop a high-performing team of ~100 Member Support Representatives and ~5 Team Leads.
• Foster a positive, inclusive, and collaborative work environment that encourages accountability and teamwork.
• Provide structured coaching, ongoing training, and professional development opportunities to elevate performance and skill growth.
• Conduct regular team meetings to communicate updates, share insights, and promote open dialogue.
• Assist in recruiting, onboarding, and training new MSRs, ensuring smooth integration and role readiness.
• Champion employee engagement initiatives and recognize top performers to drive morale and retention.

Performance Management

• Assist in building and sustaining a high-performance culture by setting clear goals, tracking progress daily, and holding teams accountable for results.
• Monitor performance data in real time to identify trends, diagnose root causes, and drive continuous improvement.
• Conduct regular performance reviews, offering constructive feedback and targeted coaching.
• Address underperformance proactively and reinforce behaviors aligned with organizational values.
• Manage queue performance, adherence, and scheduling to maintain service levels and operational efficiency.

Operational Excellence

• Drive achievement of key performance indicators (KPIs) such as service level, average handle time, customer satisfaction, and quality metrics.
• Develop and implement strategies to improve contact center efficiency, consistency, and effectiveness.
• Collaborate across departments to resolve cross-functional issues impacting member experience or operational outcomes.
• Partner with product, engineering, and other functional teams to identify and implement workflow and system improvements.
• Use data-driven insights to optimize processes, reduce cycle times, and enhance the overall customer experience.

Continuous Improvement & Innovation

• Leverage frontline feedback and analytics to inform process improvements and prevent recurring issues.
• Stay current on industry best practices, emerging technologies, and evolving member support methodologies.
• Recommend and support technology and process initiatives th