CACI bv · 12 hours ago
Customer Support Operations Manager
VA
Full-time
Onsite
Senior Level, Lead/Staff
$86K/yr - $189K/yr
10+ years expCACI is seeking a highly motivated and experienced Customer Support Operations Manager to oversee and enhance customer support services. This role is pivotal in ensuring that all customer support operations run smoothly, efficiently, and effectively while maintaining the highest standards of service quality.
ConsultingEducationTraining
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Lead the customer support team, providing guidance and mentorship to ensure optimal performance and professional development
Develop and implement operational strategies and processes that enhance the efficiency and effectiveness of customer support services
Develop, monitor, and analyze key performance indicators (KPIs) to assess the effectiveness of the customer support team, making data-driven decisions to improve service delivery
Oversee the management of service support contracts, ensuring compliance with all terms and conditions, and maintaining strong relationships with third-party service providers
Support the negotiation and renewal of service contracts to ensure the best value for the company while meeting customer expectations
Regularly review and update service support agreements to reflect changes in customer needs and service offerings
Develop and manage the budget for the customer support department, ensuring financial targets are met while optimizing resource allocation
Track expenditures and forecast future budgeting needs, providing regular reports to senior management on budgetary performance and variances
Identify opportunities for cost savings and efficiency improvements within the customer support operations
Act as the primary point of contact for escalated customer support issues, ensuring timely and effective resolution of complex customer inquiries and complaints
Collaborate with cross-functional teams to address root causes of escalated issues and implement preventive measures to enhance customer satisfaction
Maintain a proactive approach to customer feedback, utilizing insights to drive continuous improvement in customer support practices
Foster a customer-centric culture within the team, ensuring that all support interactions are aligned with the company’s values and commitment to excellence
Conduct regular training sessions and workshops for the customer support team to enhance their skills in customer engagement and problem resolution
Develop and implement initiatives to measure and improve customer satisfaction, using feedback to refine service offerings and operational processes
Prepare and present regular reports on customer support performance, highlighting successes, challenges, and areas for improvement to senior management
Utilize analytics tools to track trends in customer inquiries, support ticket resolutions, and service performance, enabling informed decision-making
Collaborate with the marketing and product teams to align customer support initiatives with overall business objectives and customer needs
Qualification
Required
Bachelor's degree in Business Administration, Network Administration, Systems Administration, or equivalent field, or equivalent experience; a Master's degree is a plus
Minimum 10 years of experience in network operations and reliability management, including overseeing global, hybrid, and multi-enclave environments, incident response, and service delivery for mission-critical systems in Department of Defense or Intelligence Community settings
Minimum 10 years of experience in workforce leadership and development, leading cross-functional teams of 25+ personnel, aligning staffing and training with mission demands, and driving operational metrics and continuous improvement initiatives
Minimum 5 years of experience in CSfC-compliant mobility and edge solutions, acting as a subject matter expert in architectures, capability packages, and interoperability validation with vendors, while supporting RFP responses and product demonstrations for DoD clients
Benefits
Healthcare
Wellness
Financial
Retirement
Family support
Continuing education
Time off benefits
Company
CACI bv
CACI levert, implementeert en beheert bedrijfskritische oplossingen voor het Hoger Onderwijs: het StudentInformatieSysteem OSIRIS en LISA voor zaakgericht werken.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase