Customer Experience Lead — Multi-Site & Vendor Partnerships

Ferrovial; Manassas (VA); On-site; USD 84,000 - 116,000; Full time

Benefits offered by this job

Health insurance

401(k) with match

Paid time off

Job summary

I-66 Express Mobility Partners is seeking a Customer Service Manager to oversee day-to-day operations, including supervisors, team leads, and vendor agents across multi-site locations. You will drive performance, monitor KPIs, and ensure adherence to approved procedures while coordinating with cross-functional stakeholders for service excellence.

The role requires 7–10+ years in Call Center leadership, strong data analysis, and a bilingual English/Spanish skill set is a plus.

Qualifications

• Bachelor’s degree in communications or business preferred; or equivalent experience.
• Bilingual English and Spanish is a plus.
• Experience managing call center or multi-site vendor-supported operations is preferred.

Responsibilities

• Develop and execute a scalable customer service strategy aligned with enterprise goals.
• Manage customer satisfaction, quality, and stakeholder relationships.
• Lead vendor governance and ensure performance, staffing and compliance.
• Oversee multi-site operations and monitor KPIs like call volume and service level.
• Provide budgeting, forecasts, and actionable insights for improvements.

Skills

Customer service management

Vendor management

KPI tracking

Bilingual EN/ES

Education

Bachelor’s degree in communications or business preferred; or experience equivalent

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

I-66 Express Mobility Partners is seeking a Customer Service Manager to oversee day-to-day operations, including supervisors, team leads, and vendor agents across multi-site locations. You will drive performance, monitor KPIs, and ensure adherence to approved procedures while coordinating with cross-functional stakeholders for service excellence.

The role requires 7–10+ years in Call Center leadership, strong data analysis, and a bilingual English/Spanish skill set is a plus.