Federal Customer Support Operations Leader

Ll Oefentherapie; Kansas City (MO); On-site; USD 140,000 - 200,000; Full time

Job summary

Ll Oefentherapie leads a rapidly growing federal customer support organization responsible for delivering responsive, high-quality service during critical customer events and throughout the support lifecycle. The leader manages managers and individual contributors to build leadership capacity and operational discipline to scale successfully.

The role oversees Command Center operations, serves as a senior escalation point for complex issues, and ensures timely intake, triage, resolution,

Qualifications

• Extensive experience leading large customer support operations.
• Strong ability to translate data into actionable decisions.
• Proven leadership of managers and ICs in fast-moving environments.

Responsibilities

• Lead a federally-focused customer support organization, delivering responsive, high-quality service during critical events and throughout the support lifecycle.
• Oversee Command Center operations and act as a senior escalation point for complex issues impacting customers.
• Own operating model, staffing strategy, performance, and outcomes; scale the team with operational discipline.
• Partner with Workforce Management and leaders across Federal and Commercial Support to plan coverage and respond to demand spikes.
• Communicate clearly with senior executives and stakeholders, using data to drive decisions and development opportunities.

Job description

Ll Oefentherapie leads a rapidly growing federal customer support organization responsible for delivering responsive, high-quality service during critical customer events and throughout the support lifecycle. The leader manages managers and individual contributors to build leadership capacity and operational discipline to scale successfully.

The role oversees Command Center operations, serves as a senior escalation point for complex issues, and ensures timely intake, triage, resolution,