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Contact Center Manager, Customer Support

Tampa, Florida, United States

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 that drive innovation and operational excellence.
  • Demonstrate behaviors that reflect ID.me’s mission, values, and commitment to delivering best-in-class service.

Required Education and Experience:

  • Bachelor’s degree preferred; high school diploma or equivalent required
  • 5+ years of experience in customer service or customer support, ideally within a high-volume contact center environment
  • 3+ years of experience in a leadership role, managing inbound contact center agents in a metric-driven operation
  • Proven ability to lead through others (e.g., team leads or supervisors) and hold them accountable for performance and quality outcomes
  • Skilled in using data to diagnose issues, identify trends, and drive both operational and behavioral improvements
  • Demonstrated success managing performance by focusing on key inputs; not just outcomes
  • Comfortable working across teams in a fast-paced, tech-forward environment

Nice to have:

  • Demonstrated success in quality assurance program development and performance improvement initiatives.
  • Experience designing and implementing training, coaching, and enablement programs for frontline teams.
  • Deep understanding of contact center technologies and tools, including CRM systems, call routing platforms, and performance monitoring software.
  • Track record of cross-functional collaboration with senior leaders to align operational strategies with organizational goals.

Skills & Competencies:

  • Excellent written and verbal communication skills
  • Excellent interpersonal skills and capable of de-escalating conflict
  • Ability to handle sensitive information with confidentiality
  • Ability to thrive in a fast-paced environment when there are changing priorities 
  • Ability to be a team player with a strong, self-managing work ethic
  • Ability to be a self-starter with a passion for learning and continuous improvement
  • Strong analytical skills with a focus on problem-solving, troubleshooting, and conflict resolution 
  • Proficiency in using Mac and/or PC platforms for daily operations 
  • Proficiency in using video conferencing software like Google Meet 
  • Proficiency in using Google Suite
  • Proficiency in using ticketing software like Zendesk
  • Proficiency in using Tableau and/or Metabase

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer

What We Offer:

  • Salaried Full-Time Role
  • Competitive salary and benefits package
  • Medical, Dental, and Vision Insurance
  • Flexible Unlimited Paid Time Off 

ID.me applicants must be able to pass a background check including: criminal background and a review of credit reports (not credit scores).

The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role. 

ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.

The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.

Pay Range

$60,638 - $89,505 USD

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.

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