Customer Relations Manager

JCS Solutions LLC•Andrews AFB, MD

3d•Onsite

About The Position

JCS Solutions is seeking a Customer Relations Manager to serve as a key liaison between customers, technical teams, and leadership. This role is responsible for managing customer relationships, strengthening partnerships, and ensuring a high-quality customer and user experience through proactive engagement, strategic analysis, and continuous improvement initiatives. The Customer Relations Manager is responsible for developing and maintaining strong relationships with customers while ensuring their needs, expectations, and mission objectives are consistently met. This role acts as a central point of communication between 844 CG customers and technicians, facilitating effective two‑way communication and timely issue resolution. The position requires a consistent on‑site presence at Joint Base Anacostia‑Bolling (JBAB), where the manager engages with unit leadership to anticipate mission impacts, communicate program capabilities, and strengthen partnerships. The Customer Relations Manager supports the User Experience (UX) Manager in delivering strategic UX initiatives and projects, oversees customer experience and quality assurance efforts, and uses customer feedback, surveys, and analytics to drive service improvements. This role leads corrective action efforts, resolves customer complaints, and provides leadership with detailed reporting to enhance overall customer and user satisfaction in a dynamic, mission‑focused environment.

Requirements

Must possess an active DoD Secret Clearance at time of consideration.

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 goals.
Maintain an ongoing 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.