Program Manager, Government Customer Care Center

JCS Solutions LLC; Springfield (VA); On-site; USD 91,000 - 118,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401k with employer match

Job summary

JCS Solutions LLC seeks an experienced Program Manager to lead the Customer Care Support Center for a high-visibility federal program serving DoD personnel, military families, and the public.

You will manage a team, define service levels, and drive performance using Dynamics 365, Power Platform, and Microsoft 365 while ensuring compliance and stakeholder satisfaction. Travel within the NCR is required.

Qualifications

• 8+ years of experience managing customer service operations or contact centers.
• 5+ years of experience leading teams in a customer-facing environment.
• Experience managing support services for diverse populations, including sensitive inquiries.
• Experience overseeing case management systems or CRM platforms; federal programs preferred.

Responsibilities

• Lead and oversee all Customer Care Support Center operations for DoD and military family programs.
• Provide leadership, mentorship, and performance oversight to staff; promote compassion, professionalism, and service excellence.
• Ensure inquiries are handled accurately, respectfully, and within SLAs; escalate sensitive issues as needed.
• Direct QA, workforce management, training, and continuous improvement initiatives.
• Serve as primary government stakeholder contact; manage reporting, performance, and contract compliance.
• Establish and report on SLAs, KPIs, and operational metrics to ensure program success.

Skills

Leadership

Customer service

Communication

Analytical thinking

Education

Bachelor's degree in Business Administration / Public Administration / Information Systems / Communications

Tools

Microsoft Dynamics 365

Microsoft Power Platform

Microsoft 365

Job description

JCS Solutions LLC seeks an experienced Program Manager to lead the Customer Care Support Center for a high-visibility federal program serving DoD personnel, military families, and the public.

You will manage a team, define service levels, and drive performance using Dynamics 365, Power Platform, and Microsoft 365 while ensuring compliance and stakeholder satisfaction. Travel within the NCR is required.