Program Manager, Customer Care Support Center at JCS Solutions LLC — Springfield, USA | Base Career

Full Job Posting

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!
Health, dental, and vision insurance
Life insurance
Short-and-long term disability
Paid time off (PTO)
401k retirement plan with employer match

And more!
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.

Program Manager, Customer Care Support Center