• 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. • 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. • Support implementations by coordinating hotline setup, testing, and launch readiness. • Collaborate with Implementation Managers to ensure smooth, on time deployments. • Conduct routine hotline testing and maintain detailed audit logs.