Customer Care Lead, Senior Manager

Key Role:

Direct and develop a team of Tier-based customer service supervisors and representatives and manage the daily operational activities to ensure call volumes are effectively monitored and transactions are timely, accurate, and completed to meet standard procedures. Create and foster an environment that embodies superior customer service, teamwork, and accountability. Evaluate the distribution of work activity among the Tier 1 service representatives in order to maintain equity of productivity and perform quality assurance checks on employee transactions. Drive creation of staffing plans, schedules, quality initiatives, and process change initiatives.  Design and measure team performance goals and objectives in order to attain customer promise expectations and ascertain delivery satisfaction levels. Assess and address vendor activity and partner with internal and external stakeholders as well as across Functional service groups to guarantee seamless escalation and resolution of inquiries and to identify process improvements. Utilize metrics and key indicators to provide recommendations to increase function’s operational efficiency, improve customer service, and develop strategies and programs which enhance the competitive position and profitability of the organization. Candidates are expected to be in the Hampton Roads office at least 2 of the 5 days Monday through Friday (for 8 hours a day between the hours of 6am and 8pm depending on scheduling). This position is a hybrid role with a combination of working at a Booz Allen office or client site and working remotely.

Basic Qualifications:         

  • 10 years of experience leading a customer service-focused team

  • Experience in a tiered support model environment

  • Experience with reporting and analyzing data and presenting data to inform leaders

  • Experience in coaching and motivating employees

  • Experience and proficiency using Microsoft Office Suite

  • Knowledge of management principles and familiarity with company products, services, and policies

  • Knowledge of customer service-based case management system

  • Ability to multitask and manage surge in work volume, especially during peak hours or intense situations

  • Ability to obtain a security clearance

  • HS diploma or GED

Additional Qualifications:

  • Experience in a professional services firm with government contracts

  • Experience transforming and building a shared services organization

  • Experience working with Workday, ServiceNow or other comparable tools

  • Ability to problem solve and apply conflict resolution to situations

  • Possession of excellent interpersonal, problem-solving, and decision-making skills

  • Possession of excellent verbal and written communication skills

  • Bachelor’s degree


Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

We’re an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change – no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.

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