MoveAmerica is seeking a Strategic Response Cell (SRC) Services Lead who will play a crucial role, supporting the DoD Office of Small Business Programs specifically assisting with the execution and management of Mentor Protégé Program (MPP) directed initiatives as the MPP Intermediary within the Office of Small Business Programs. The Ideal candidates will have experience on a federal government headquarters staff, having served as the manager of a service-oriented program and directly responsible for client satisfaction.
The Services Lead will manage a team responsible for coordinating the services of the MPP Strategic Response Cell (SRC). The Services Lead will also guide the SRC client experience, developing the processes and procedures as the foundation for onboarding, educating, and supporting SRC targeted client groups. Additionally, the Services lead will be a key contributor, working cross-functionally to develop and deploy a portfolio of services meeting the SRC's primary OSBP objective--enhancing small business capabilities and strengthening their infrastructure.
Responsibilities:
Plan, design, and execute customer services programs, projects, and studies, managing and overseeing operations of the SRC and staff responsible for engaging target client groups.
Monitor SRC staff performance, work operations, and resolve operational problems to ensure the cell and tools are operating efficiently and effectively.
Serve as the primary initial contact for all client engagements.
Identify opportunities for improvement and collaboration with key stakeholders to develop action plans to improve and support implementation of process changes. Tracks and evaluates the success of process changes and communicate results of changes to SRC leadership and OSBP government staff.
Guide the Core Customer Support Team staff to develop/execute a support plan for SRC clients.
Outline internal processes for providing external support.
Create customer tools and self-help resources.
In collaboration with the Strategic Communications Lead, maintain and develop website content.
Maintain SRC knowledge bases to be used for both internal staff and external clients.
Liaise with other SRC teams to identify and maintain baselevel knowledge outreach and public information products and tools.
Proactively manage customer expectations.
Perform other duties as required by business needs.
Required Qualifications:
Able to obtain a TS/SCI clearance.
10 years of experience as a Customer Service focused manager, Public Relations manager or related role.
Bachelor's degree in relevant subject area.
Excellent oral and written communication skills.
In-depth knowledge of procurement regulations, contract documents and legal specifications.
Outstanding interpersonal skills.
Ability to work independently, prioritize tasks, and meet deadlines.
Preferred Qualifications:
Relevant experience, training and/or certifications as a Customer Support Manager.
Experience or familiarity with Federal government operations and in particular headquarters staff experience.