Leads a rapidly growing, high-visibility Federal Customer support organization responsible for delivering responsive, high-quality service during critical customer events and throughout the support lifecycle. Manages managers and individual contributors while building the leadership capacity, operational discipline, and team capability required to scale successfully.
Oversees Command Center operations and serves as a senior escalation point for complex customer-impacting issues. Ensures the organization delivers timely intake, triage, issue resolution, escalation, communication, and coordination across internal teams and customer stakeholders.
Owns the operating model, staffing strategy, performance, and operational results for the organization. Partners closely with Workforce Management and leaders across Federal and Commercial Support to plan coverage, manage changing demand, respond to volume spikes, and deploy resources where they can have the greatest business impact.
This role requires a strong operational leader who can communicate clearly with senior executives and customer stakeholders, use data to drive decisions, and lead teams through fast-moving, high-visibility situations. The leader will help shape a growing organization and create meaningful development and advancement opportunities for managers and individual contributors.
Internal Responsibilities
Customer Service and Support Advocacy:
Leads Command Center operations and customer support delivery for Federal Customers, ensuring timely, accurate, and effective service.
Establishes standards for customer engagement, issue handling, communication, documentation, and shift handoffs.
Ensures customer-reported issues are accurately documented, assigned, tracked, communicated, and resolved or routed to the appropriate technical, consulting, or product team.
Builds strong working relationships with customer stakeholders, Support Engineering, Consulting, Federal Support, Workforce Management, and other internal partners.
Problem-Solving and Resolution:
Oversees the resolution and escalation of high-impact support issues, ensuring clear ownership, timely action, accurate status communication, and appropriate handoff through closure.
Identifies recurring issues, volume drivers, operational gaps, and customer-impact trends. Leads cross-functional action plans to improve outcomes and reduce recurrence.
Coordinates with consulting, technical, product, infrastructure, quality assurance, and development teams to address complex issues and implement long-term solutions.
Ensures escalation paths, decision rights, response expectations, and communications protocols are clear and consistently followed.
Provides concise, executive-ready updates on material incidents, operational status, customer impact, risks, recovery actions, and decisions needed.
Operational Leadership and Resource Management:
Leads a growing organization of managers and individual contributors. Builds a scalable leadership structure that provides appropriate oversight, coaching, and accountability as the organization expands.
Owns staffing strategy, operational readiness, employee deployment, performance, and results for the organization.
Partners with Workforce Management to develop staffing plans, schedules, forecasts, capacity plans, contingency plans, and coverage models.
Performance Monitoring and Management:
Defines and monitors operational KPIs, including contact volume, service levels, ticket intake and routing, resolution progress, backlog, escalations, customer-impact trends, and staffing performance.
Establishes real-time operational reporting and an executive update cadence that clearly communicates performance, customer status, emerging risks, key decisions, and required actions.
Uses data to identify capacity constraints, performance gaps, recurring issue drivers, and opportunities to improve staffing, workflows, and customer experience.
Documentation, Knowledge, and Process Improvement:
Directs the development and maintenance of operating procedures, escalation paths, contact trees, shift handoff processes, and customer communication templates.
