Customer Operations Specialist

IDEMIA; Chantilly (VA); On-site; USD 55,000 - 85,000; Full time

Job summary

IDEMIA Secure Transactions (IDEMIA Group) seeks a Customer Operations Specialist for the Chantilly site. You will coordinate customer requests, manage service center operations, and monitor SLAs while ensuring data accuracy and process compliance across internal teams and clients.

The role emphasizes cross-functional collaboration, inventory control, and timely implementation of customer-driven changes, with exposure to JIRA, Salesforce, and D365. On-site position in Chantilly, VA.

Qualifications

• Graduate or equivalent academic experience.
• Strong knowledge of service center operations and customer request handling.
• Experience in inventory management, production coordination and SLA monitoring.
• Ability to communicate effectively with internal teams and customers.
• Strong problem-solving skills and attention to detail in handling changes.
• Ability to manage multiple tasks and prioritize customer-impacting requests.
• Experience on JIRA, Salesforce, D365 or similar tools.

Responsibilities

• Coordinate customer requests and ensure timely service execution.
• Oversee service center operations and inventory management.
• Monitor daily, weekly, and monthly SLAs and manage date changes / CAMs.
• Generate and send manual BAU reports to clients (non-Compass reports).
• Validate and ensure test Work Orders (WOs) have been executed correctly before implementation.

Skills

Customer request handling

Inventory management

SLA monitoring

Communication

Problem-solving

Multi-tasking

Education

Graduate or equivalent

Tools

JIRA

Salesforce

D365

Job description

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

Overview

The Customer Operations Specialist – Service Center serves as the primary point of contact between the Customer Experience team and the Chantilly site, ensuring seamless coordination and execution of customer requests. This role is responsible for overseeing service center operations, managing inventory processes, ensuring SLA compliance, and facilitating customer-driven implementations while maintaining operational efficiency and quality standards.

Responsibilities

Customer Request Coordination & Service Execution

• Act as the primary liaison between the CRE and the Service Center to ensure timely and accurate execution of customer requests.

Service Center Operations & Inventory Management

• Manage inventory transactions, including creating new card and paper items in the system.

Production & SLA Monitoring

• Track and monitor daily, weekly, and monthly SLAs for service center tasks.
• Support date change management and facilitate manual overrides (CAMs) to address urgent customer requests.

Reporting & Process Compliance

• Generate and send manual BAU reports to clients (non-Compass reports).

Testing, Qualification & Implementation

• Validate and ensure test Work Orders (WOs) have been executed correctly before implementation.

Skills & Qualifications

• Graduate or equivalent academic experience.
• Strong knowledge of service center operations and customer request handling.
• Experience in inventory management, production coordination and SLA monitoring.
• Ability to communicate effectively with internal teams and customers to drive request implementation.
• Strong problem-solving skills and attention to detail in handling customer-driven changes.
• Ability to manage multiple tasks and prioritize customer-impacting requests.
• Experience on JIRA, Salesforce, D365 or similar tools.