Customer Support Operations Manager

Job Title: Customer Support Operations Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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The Opportunity:

We are seeking a highly motivated and experienced Customer Support Operations Manager to oversee and enhance our 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. The successful candidate will manage service support contracts, oversee the customer support budget, and ensure that any escalated issues are resolved promptly to maintain customer satisfaction and loyalty.

Responsibilities:

Management of Customer Support Operations:

• 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.

Service Support Contracts:

• 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.

Budget Management:

• 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.

Escalation Management:

• Act as the primary point of contact for escalated customer support issues (is the manager the primary POC?), 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.

Customer Engagement and Satisfaction:

• 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.

Reporting and Analysis:

• 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.

Qualifications:

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.

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Your potential is limitless. So is ours.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:
$85,900-$189,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.