Customer Relations Manager

Job Description

Job Description

Come join our growing team with a 21st Century Vision! At KaylaTek, we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs, but on building and enhancing your career through ongoing professional development, training, and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages, dedication to education, as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow, learn and feel a sense of belonging, not just a place to work.

Please note this is a full-time on-site position.

CERTIFICATIONS: None

CLEARANCE: Final DOD Secret Clearance

SHIFT: Day Shift - 100% Full time onsite, Joint Base Anacostia-Bolling, Washington, DC

PRIMARY RESPONSIBILITIES:

• Manage and develop strong relationships with the customers – act as the mediator between 844 CG customers and technicians, facilitating two-way communication.
• Establish a consistent on-site presence at JBAB, engaging with unit leadership to anticipate mission impacts, communicate program capabilities, and strengthen the partnership between Leidos and the Air Force.
• Assist the User Experience (UX) Manager in the delivery of UX Strategic Initiatives and/or Projects
• Oversee the customer experience to ensure the organization meets customers' expectations and maintain an on going level of engagement with key customers via survey and in-person discussions.
• Utilize strategic and analytical methods when finding solutions to problems to ensure maximum client satisfaction.
• Oversee the quality assurance surveys process to determine customer satisfaction and use the findings to improve on areas of complaint.
• Conduct corrective action requests and provide a timely, sustained resolution through root cause analysis and preventive measures.
• Understand customer needs and develop plans to address them.
• Resolve customer complaints quickly and efficiently
• Improve Customer/User Experience by gathering feedback and providing detailed reports to leadership and customers.
  

MINIMUM QUALIFICATIONS AND EXPERIENCE

• Candidate must be have an active Secret clearance at the start of the work.
  
• Must have excellent communications skills as this is a customer facing role.
• Bachelor's degree with 6+ years of relevant experience. (6 years' experience, of which at least 4 years must be specialized. Specialized experience includes information systems development, functional and data requirements analysis, systems analysis and design, programming, program design and documentation preparation).
• Additional years of related experience, training, and/or certifications may be accepted in lieu of a degree.
• Education and experience requirements may be substituted with: 1. A master's degree (in subjects described above) and 3 years of experience. 2. No degree with 10 years of intensive and progressive experience demonstrating the required proficiency levels related to task.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

COMMITMENT TO DIVERSITY

KaylaTek is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.