Customer Service Operations Manager

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.