Customer Service Operations Manager

Defense Holdings, Inc. • Des Moines, IA

9d • Hybrid

About The Position

Defense Holdings, Inc. (DHi) is seeking a Customer Service Operations Manager to oversee and manage the customer service team, ensuring high levels of client satisfaction and operational efficiency. The ideal candidate will be a strategic thinker with excellent leadership skills and a deep understanding of customer service best practices.
This role requires a strong ability to lead teams, resolve issues, and maintain effective communication with internal and external clients.

Requirements

• Bachelor’s degree in Business Administration, Communications, or related field.
• 5+ years of experience in customer service management or operations.
• Proven leadership experience in managing teams and improving operational efficiency.
• Strong problem-solving skills and ability to resolve complex issues.
• Excellent verbal and written communication skills.
• Must be eligible to work in the United States.
• Ability to obtain and maintain security clearance may be required.

Nice To Haves

• Experience in government contracting or defense-related customer service.
• Familiarity with CRM and customer support software.

Responsibilities

• Supervise and guide the customer service team to meet performance targets.
• Foster a positive and productive team culture focused on client satisfaction.
• Conduct training and development to enhance team skills and capabilities.
• Oversee daily customer service operations and ensure efficient processes.
• Develop and implement strategies to enhance customer service quality.
• Analyze customer service metrics to identify areas for improvement.
• Serve as the primary point of contact for client escalations and concerns.
• Work closely with clients to understand their needs and ensure satisfaction.
• Collaborate with internal teams to resolve issues and provide solutions.

Benefits

• Competitive base salary (commensurate with experience)
• Medical, Dental, and Vision Insurance
• 401(k) with company match
• Paid Time Off (PTO) and Holidays
• Life and Disability Insurance
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees