Customer Service Operations Manager at Defense Holdings, Inc.

Des Moines, Iowa, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

0.0

Posted On

14 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Operational Efficiency, Client Relationship Management, Performance Targets, Process Improvement, Training, Metrics Analysis, Issue Resolution, Communication, Strategic Thinking, Leadership, Client Focus, Problem-Solving

Industry

Public Safety

Description

Defense Holdings, Inc. (DHi) Location: Hybrid (US) Employment Type: Full-Time Department: Customer Service / Operations Reports To: Director of Operations Company Overview Defense Holdings, Inc. (DHi) is a trusted provider of innovative solutions and mission-critical services supporting U.S. defense, federal, and commercial clients. We are committed to operational excellence, integrity, and delivering results that strengthen national security and organizational performance. At DHi, our people are our greatest asset. We foster a collaborative, performance-driven environment where professionals are empowered to grow, innovate, and make meaningful contributions. Position Summary Defense Holdings, Inc. (DHi) is seeking a Customer Service Operations Manager to oversee and manage the customer service team, ensuring high levels of client satisfaction and operational efficiency. The ideal candidate will be a strategic thinker with excellent leadership skills and a deep understanding of customer service best practices. This role requires a strong ability to lead teams, resolve issues, and maintain effective communication with internal and external clients. Key Responsibilities Team Leadership & Development Supervise and guide the customer service team to meet performance targets. Foster a positive and productive team culture focused on client satisfaction. Conduct training and development to enhance team skills and capabilities. Operational Management Oversee daily customer service operations and ensure efficient processes. Develop and implement strategies to enhance customer service quality. Analyze customer service metrics to identify areas for improvement. Client Relationship Management Serve as the primary point of contact for client escalations and concerns. Work closely with clients to understand their needs and ensure satisfaction. Collaborate with internal teams to resolve issues and provide solutions. Required Qualifications Bachelor’s degree in Business Administration, Communications, or related field. 5+ years of experience in customer service management or operations. Proven leadership experience in managing teams and improving operational efficiency. Strong problem-solving skills and ability to resolve complex issues. Excellent verbal and written communication skills. Preferred Qualifications Experience in government contracting or defense-related customer service. Familiarity with CRM and customer support software. Core Competencies Leadership: Effectively lead, motivate, and develop a customer service team. Client Focus: Build and maintain strong client relationships. Operational Efficiency: Streamline processes to improve service delivery. Problem-Solving: Resolve client issues and improve customer satisfaction. Communication: Clearly communicate with clients and internal teams. Work Environment Professional office environment (or hybrid/remote if applicable). May require occasional travel. Must be eligible to work in the United States. Ability to obtain and maintain security clearance may be required. Compensation & Benefits Defense Holdings, Inc. (DHi) offers a competitive compensation package including: Competitive base salary (commensurate with experience) Medical, Dental, and Vision Insurance 401(k) with company match Paid Time Off (PTO) and Holidays Life and Disability Insurance Professional development opportunities Equal Opportunity Employer Statement Defense Holdings, Inc. (DHi) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics in accordance with applicable laws.

Responsibilities

The manager will supervise and guide the customer service team to meet performance targets while fostering a positive culture focused on client satisfaction. This role also involves overseeing daily operations, developing strategies to enhance service quality, and analyzing metrics for improvement.