Program Manager, Customer Care Support Center

JCS Solutions LLC•Springfield, VA

7d•$91,000 - $118,000•Onsite

About The Position

JCS Solutions is seeking an experienced Program Manager, Customer Care Support Center to lead and oversee customer support operations for a high-visibility federal program serving U.S. Military families, Department of Defense personnel, and members of the general public. This position is responsible for delivering compassionate, professional, and responsive customer service while ensuring operational excellence across all Customer Care Support Center activities. The Program Manager will lead a team of customer service professionals, establish service delivery standards, oversee performance metrics, manage stakeholder relationships, and ensure inquiries are resolved accurately and efficiently. The ideal candidate possesses exceptional leadership skills, a customer-first mindset, and experience managing service desk, contact center, or customer care operations supporting sensitive and mission-critical services. In addition to overseeing the Customer Care Support Center, the Program Manager will provide program oversight for supporting technologies, including Microsoft Dynamics 365, Microsoft Power Platform, and Microsoft 365 solutions used to support customer service operations. Day-to-day administration and technical management of these systems will be performed by dedicated technical personnel; however, the Program Manager is responsible for ensuring technology solutions effectively support operational objectives and customer service requirements. Travel within the National Capital Region (NCR) is required to support customer meetings, program reviews, training activities, and stakeholder engagements.

Requirements

U.S. Citizenship required.
Active Secret Security Clearance required.
Bachelor's degree in Business Administration, Public Administration, Information Systems, Communications, or a related field. Equivalent experience may be substituted.
Minimum of 8 years of experience managing customer service operations, service desks, contact centers, or customer care organizations.
Minimum of 5 years of experience leading teams in a customer-facing support environment.
Demonstrated experience managing support services for diverse customer populations, including sensitive or high-profile inquiries.
Experience overseeing case management systems, customer relationship management platforms, or customer service technologies.
Experience managing federal government programs or contracts.
Strong leadership, personnel management, coaching, and team development skills.
Exceptional customer service, communication, and interpersonal skills.
Ability to handle sensitive situations with professionalism, empathy, and discretion.
Strong analytical, problem-solving, and decision-making skills.
Experience preparing reports, performance metrics, and executive briefings.
Ability to travel within the National Capital Region (NCR) as required to support customer and program needs.

Nice To Haves

Project Management Professional (PMP) certification.
ITIL Foundation certification or higher.
Experience supporting Department of Defense (DoD) organizations.
Experience supporting Arlington National Cemetery, military family programs, veteran services, or public-facing government services.
Experience with Microsoft Dynamics 365 Customer Service and case management platforms.
Familiarity with Microsoft Power Platform and Microsoft 365 environments.
Experience implementing customer experience, customer satisfaction, or service improvement initiatives.
Experience managing service level agreements (SLAs), quality assurance programs, and workforce performance metrics.

Responsibilities

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.
Identify operational risks, develop mitigation strategies, and implement process improvements to improve service delivery and customer experience.
Collaborate with Government leadership and stakeholders to ensure alignment with mission objectives and customer expectations.
Support customer meetings, program reviews, training activities, and stakeholder engagements.
Travel within the National Capital Region (NCR) as required to support customer and program needs.