Customer Service Manager

ferrovial; Manassas (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Ferrovial is seeking a Customer Service Manager to oversee day-to-day planning, measurement, and execution of customer service for the I66 EMP. You will supervise a layered model with supervisors, team leads, and third‑party agents across multiple sites to ensure consistent service quality.

You will analyze operational data, drive improvements, and maintain strong stakeholder relationships to optimize customer experience and compliance while meeting performance targets and budget considerations.

Responsibilities

• Develop and execute a strategic, scalable customer service approach aligned with enterprise-wide operational goals, long-term business objectives, and the customer experience strategy
• Manage and foster a climate for superior customer service; responsible for customer satisfaction, and quality management
• Build and manage cross-functional stakeholder relationships to proactively resolve issues, optimize service delivery, drive operational efficiencies, and champion the customer experience
• Lead and independently manage customer service operations through supervisors who oversee team leads and assigned groups of third-party vendor agents across a layered, multi-site service model
• Provide vendor governance and stakeholder management oversight to ensure contracted agents meet performance, staffing, quality, customer experience, compliance, and service delivery expectations
• Oversee multi-site customer service performance and scalable operating practices to promote consistent procedures, communication, coaching, compliance, and customer handling across all assigned locations
• Monitor inbound call performance as the primary operational KPI, including call volume, service level, answer rate, abandon rate, average speed of answer, handle time, quality, and overall customer experience
• Ensure outbound call efforts are planned, tracked, and executed for customers with outstanding balances, with focus on customer contact, productivity, payment resolution, and compliance with approved procedures
• Provide and ensure effective and long-term problem resolution to items escalated within the department
• Create and measure service standards and key performance metrics for customer interactions
• Request, review, and analyze operational reporting to identify trends, risks, staffing needs, coaching opportunities, budget impacts, and process optimization opportunities
• Hold supervisors accountable for team performance through routine KPI reviews, coaching follow-up, mentoring, action plans, and documented progress toward operational and customer experience goals
• Develop and maintain job succession planning strategies to support leadership continuity, employee development, workforce readiness, and long-term departmental stability
• Manage staffing responsibilities to ensure teams have sufficient agents and employees available to support call volumes, maintain service

Job description

About us:

In 2016, the Commonwealth of Virginia selected a Cintra-led consortium to finance, design, build, operate and maintain the express lanes on Interstate 66 Outside the Beltway. The project will transform this critical Northern Virginia artery to relieve congestion, improve safety and provide more predictable travel times. The project corridor extends approximately 22 miles along Interstate 66 from the Capital Beltway (I-495) to Gainesville (US Route 29). Once completed, the project will include three toll-free general-purpose lanes in each direction and two express lanes in each direction with a state-of-the-art open-road electronic toll collection system. Expanded transit service, park-and-ride lots and interchange enhancements will further improve travel along I-66. The project will also connect several shared use paths to create more multimodal options. As an innovative and efficient public-private partnership, this project will be completed at a $2.5 billion net savings for the Commonwealth of Virginia.

What makes us different?

Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly. And if that weren't enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:

About the role:

The Customer Service Manager is responsible for the day-to-day planning, measurement, and execution of customer service operations for the I66 EMP. This role manages a layered service model consisting of supervisors, team leads and assigned groups of third-party vendor agents who support inbound customer calls, outbound customer contact efforts, payment-related inquiries, case management, dispute resolution, and customer experience support. The manager is accountable for driving performance through supervisors, ensuring team leads and agents meet established expectations, and maintaining consistency across vendor-supported and multi-site operations. This role requires regular review and request of operational data to identify trends, address service gaps, support informed decision-making, and sustain continued operational success.

Key Responsibilities:

• Develop and execute a strategic, scalable customer service approach aligned with enterprise-wide operational goals, long-term business objectives, and the customer experience strategy
• Manage and foster a climate for superior customer service; responsible for customer satisfaction, and quality management
• Build and manage cross-functional stakeholder relationships to proactively resolve issues, optimize service delivery, drive operational efficiencies, and champion the customer experience
• Lead and independently manage customer service operations through supervisors who oversee team leads and assigned groups of third-party vendor agents across a layered, multi-site service model
• Provide vendor governance and stakeholder management oversight to ensure contracted agents meet performance, staffing, quality, customer experience, compliance, and service delivery expectations
• Oversee multi-site customer service performance and scalable operating practices to promote consistent procedures, communication, coaching, compliance, and customer handling across all assigned locations
• Monitor inbound call performance as the primary operational KPI, including call volume, service level, answer rate, abandon rate, average speed of answer, handle time, quality, and overall customer experience
• Ensure outbound call efforts are planned, tracked, and executed for customers with outstanding balances, with focus on customer contact, productivity, payment resolution, and compliance with approved procedures
• Provide and ensure effective and long-term problem resolution to items escalated within the department
• Create and measure service standards and key performance metrics for customer interactions
• Request, review, and analyze operational reporting to identify trends, risks, staffing needs, coaching opportunities, budget impacts, and process optimization opportunities
• Hold supervisors accountable for team performance through routine KPI reviews, coaching follow-up, mentoring, action plans, and documented progress toward operational and customer experience goals
• Develop and maintain job succession planning strategies to support leadership continuity, employee development, workforce readiness, and long-term departmental stability
• Manage staffing responsibilities to ensure teams have sufficient agents and employees available to support call volumes, maintain service