Customer Services Manager

Role Overview

This supervisory customer service position places you at the heart of a demanding, internationally deployed support operation aligned with U.S. Navy requirements. Day to day, you will lead a team responsible for handling inbound inquiries from walk-ins, phone, fax, and email, while also resolving complaints, tracking interactions, and coaching staff to meet strict service standards. Your work directly ensures that personnel in an austere overseas environment receive reliable, accurate assistance and that every issue is addressed with speed and professionalism.

Key Responsibilities

• Act as the central liaison between customers and internal departments, routing inquiries, clarifying expectations, and ensuring no request falls through the cracks.
• Oversee the full lifecycle of customer complaints and requests—from initial intake through investigation, resolution, and follow-up—so that outcomes are documented and satisfactory.
• Maintain accurate records of every customer interaction, including details of the issue, actions taken, and final disposition, following organizational and Navy-specific recordkeeping protocols.
• Develop, update, and enforce customer service policies and procedures, aligning them with both Amentum standards and U.S. Navy contractual requirements.
• Train, mentor, and support team members on service techniques, communication etiquette, and procedural compliance, helping them grow in their roles.
• Monitor recurring issues and service patterns, then propose process improvements that reduce repeat complaints and boost overall operational efficiency.
• Coordinate with leadership to communicate customer needs and feedback, ensuring that service gaps are addressed and that expectations remain realistic across departments.
• Take on additional duties as assigned that match the scope of the role and contribute to mission success.

Requirements & Qualifications

• A high school diploma or equivalent is required; additional education in business, communications, or a related field is a plus.
• At least three years of hands-on experience in a customer service supervisory or managerial position, with demonstrated ability to lead a front-facing support team.
• Strong interpersonal skills for working effectively with people from diverse cultural and professional backgrounds, including military, civilian, and multinational personnel.
• Excellent organizational and time management abilities, including the capacity to prioritize multiple requests under pressure without sacrificing quality.
• Proficiency with standard communication, documentation, and data-tracking software, such as email platforms, spreadsheets, and customer relationship management systems.
• Possession of a valid passport with at least one year of validity remaining at the time of hiring, and the ability to secure country-specific visas as outlined in the U.S. Department of State Foreign Clearance Guide.
• Willingness to meet and maintain all contract medical requirements for the full duration of the deployment.
• Ability to obtain and maintain facility credentials and authorization required for the assignment.

Preferred Qualifications:

• Prior experience in an austere OCONUS environment with a multi-national workforce.
• A valid driver’s license issued by your home country or applicable host nation.
• Experience running customer service operations within a government, military, or remote setting.
• A track record of building and delivering customer service training programs that improve team performance.
• Evidence of using customer service data and trends to drive measurable improvements in satisfaction and operational effectiveness.