Program Manager, Customer Care Support Center

Job Description

Job Description

Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success! 

Job Summary
JCS Solutions is seeking an experienced  Program Manager, Customer Care Support Center to lead and oversee customer support operations for a high-visibility federal program serving U.S. Military families, Department of Defense personnel, and members of the general public. This position is responsible for delivering compassionate, professional, and responsive customer service while ensuring operational excellence across all Customer Care Support Center activities. 
The Program Manager will lead a team of customer service professionals, establish service delivery standards, oversee performance metrics, manage stakeholder relationships, and ensure inquiries are resolved accurately and efficiently. The ideal candidate possesses exceptional leadership skills, a customer-first mindset, and experience managing service desk, contact center, or customer care operations supporting sensitive and mission-critical services. 
In addition to overseeing the Customer Care Support Center, the Program Manager will provide program oversight for supporting technologies, including Microsoft Dynamics 365, Microsoft Power Platform, and Microsoft 365 solutions used to support customer service operations. Day-to-day administration and technical management of these systems will be performed by dedicated technical personnel; however, the Program Manager is responsible for ensuring technology solutions effectively support operational objectives and customer service requirements. 
Travel within the National Capital Region (NCR) is required to support customer meetings, program reviews, training activities, and stakeholder engagements.

What’s in it for you: 

• Join a premier technology firm specializing in innovative solutions.  
• Be part of a collaborative, inclusive, and innovative work culture.  
• Enjoy tremendous growth potential in a high-performing team environment.  
• A robust benefits package: 
  • Health, dental, and vision insurance  
  • Life insurance  
  • Short-and-long term disability  
  • Paid time off (PTO)  
  • 401k retirement plan with employer match 
  • Annual Professional Development Reimbursement Program  
  • And more! 

What you will do:

• Lead and oversee all Customer Care Support Center operations supporting U.S. Military families, Department of Defense personnel, and members of the general public.  
• Provide leadership, mentorship, and performance oversight to customer service representatives and support staff, fostering a culture of compassion, professionalism, accountability, and service excellence.  
• Ensure customer inquiries are handled accurately, respectfully, and within established service levels, with appropriate escalation of sensitive or high-priority matters.  
• Direct quality assurance, workforce management, training, and continuous improvement initiatives to enhance customer satisfaction and operational effectiveness.  
• Serve as the primary point of contact for Government stakeholders and provide overall program oversight, reporting, performance management, and contract compliance.  
• Establish, monitor, and report on service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to ensure successful program execution.  
• Coordinate with technical teams supporting Microsoft Dynamics 365, Microsoft Power Platform, Microsoft 365, and case management systems to ensure technology effectively supports customer care operations.  
• Oversee the maintenance and effectiveness of customer service processes, knowledge management resources, standard operating procedures, and case management practices.  
• Identify operational risks, develop mitigation strategies, and implement process improvements to improve service delivery and customer experience.  
• Collaborate with Government leadership and stakeholders to ensure alignment with mission objectives and customer expectations.  
• Support customer meetings, program reviews, training activities, and stakeholder engagements.  
• Travel within the National Capital Region (NCR) as required to support customer and program needs. 

What you will bring: 

• U.S. Citizenship required. 
• Active Secret Security Clearance required. 
• Bachelor's degree in Business Administration, Public Administration, Information Systems, Communications, or a related field. Equivalent experience may be substituted. 
• Minimum of 8 years of experience managing customer service operations, service desks, contact centers, or customer care organizations. 
• Minimum of 5 years of experience leading teams in a customer-facing support environment. 
• Demonstrated experience managing support services for diverse customer populations, including sensitive or high-profile inquiries. 
• Experience overseeing case management systems, customer relationship management platforms, or customer service technologies. 
• Experience managing federal government programs or contracts. 
• Strong leadership, personnel management, coaching, and team development skills. 
• Exceptional customer service, communication, and interpersonal skills. 
• Ability to handle sensitive situations with professionalism, empathy, and discretion. 
• Strong analytical, problem-solving, and decision-making skills. 
• Experience preparing reports, performance metrics, and executive briefings. 
• Ability to travel within the National Capital Region (NCR) as required to support customer and program needs. 

How will you wow us:

• Project Management Professional (PMP) certification. 
• ITIL Foundation certification or higher. 
• Experience supporting Department of Defense (DoD) organizations. 
• Experience supporting Arlington National Cemetery, military family programs, veteran services, or public-facing government services. 
• Experience with Microsoft Dynamics 365 Customer Service and case management platforms. 
• Familiarity with Microsoft Power Platform and Microsoft 365 environments. 
• Experience implementing customer experience, customer satisfaction, or service improvement initiatives. 
• Experience managing service level agreements (SLAs), quality assurance programs, and workforce performance metrics. 

JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities.
JCS is both a Great Place to Work and a Top Places to Work certified company.
Our employees embody our core values, and we are looking for others who do too!

• Customer Experience: Strive for excellence and delight our clients 
• Innovation: Embrace creative thinking to enable continual growth and powerful solutions 
• Accountability: Take ownership of and pride in our actions and service delivery 
• Inspire: Be inspired to be your best self and have fun in the process 
• Integrity: Do the right thing, the right way, every time! 
• Stewardship: The careful and responsible management of something entrusted to our care. 

At JCS Solutions, compensation is based on a number of factors such as location, qualifications, and applicable contract terms. The general salary range for this position is as follows: $91,000.00 to $118,000.00

Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.

NOTICE : Please be aware that all JCS Solutions communications related to job interviews and offers from our recruiting team will only come from @JCSSolutions.com. We want to emphasize that we do not conduct any interviews over Discord, Slack, Skype, Zoom, or any chat app.

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