Strategic Customer Service Manager - Multi-Site Leader

KJ1 I-66 EXPRESS MOBILITY PARTNERS LLC; Manassas (VA); On-site; USD 84,000 - 116,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Supplemental benefits

Annual bonus

Job summary

KJ1 I-66 EXPRESS MOBILITY PARTNERS LLC is seeking a Customer Service Manager to oversee day-to-day operations for I66 EMP, managing supervisors and multiple vendor sites. The role drives performance, supports escalation handling, and ensures alignment with customer experience goals.

The ideal candidate will have 7–10+ years in call center leadership, experience with outsourced operations, and fluency in English and Spanish. Limited travel and a focus on process improvements are expected.

Qualifications

• Bachelor's degree in communications or business preferred; 7–10+ years managing call center staff.
• Experience managing outsourced, vendor-supported, multi-site contact centers.
• Bilingual English & Spanish is a plus.

Responsibilities

• Develop and execute a scalable customer service approach aligned with goals and objectives.
• Manage a climate for superior service; responsible for customer satisfaction and quality.
• Build cross-functional relationships to resolve issues and improve service delivery.
• Lead operations through supervisors and vendor agents across multiple sites.
• Provide governance to ensure performance, staffing, and compliance standards.
• Monitor KPIs like call volume, service level, and handle time; report trends.

Skills

Call center management

Vendor management

Customer experience

Bilingual (EN/ES)

Education

Bachelor's degree in communications or business

Tools

Microsoft Excel

PowerPoint

Job description

KJ1 I-66 EXPRESS MOBILITY PARTNERS LLC is seeking a Customer Service Manager to oversee day-to-day operations for I66 EMP, managing supervisors and multiple vendor sites. The role drives performance, supports escalation handling, and ensures alignment with customer experience goals.

The ideal candidate will have 7–10+ years in call center leadership, experience with outsourced operations, and fluency in English and Spanish. Limited travel and a focus on process improvements are expected.