Customer Service Manager

SAIC is seeking a Senior Customer Manager to oversee customer service and examination scheduling function across assigned teams or regions. In this role you will manage operational accountability for timely performance against all applicable service, contact-center, case-processing, and scheduling metrics; leads supervisors, workforce and capacity planning, escalations, and sustained improvement of systems, tools, and workflows.

This position is remote and can be worked anywhere within the United States.

It is likely that this role will transition to a hybrid remote position and will require on-site work in the future.

Some travel will be required.

• Direct supervisors and the organization responsible for inbound Veteran/Service Member calls, outbound outreach, appointment scheduling and rescheduling, follow-up contacts, and provider-location scheduling coordination.

• Establish staffing models, workforce coverage, queue ownership, scheduling procedures, escalation pathways, and cross-training plans for predictable service delivery.

• Own performance against all applicable contractual and internal timeliness metrics across inbound calls, outbound contact, scheduling, rescheduling, required notifications, follow-up actions, queue aging, and service recovery; establish targets and monitoring routines, identify emerging gaps, and ensure timely corrective action.

• Coordinate capacity forecasts and service disruptions with Provider Relations, clinics/examiners, Diagnostics, Triage, and Operations; resolve systemic obstacles without assuming clinical decision authority.

• Continuously evaluate and improve contact-center systems, scheduling platforms, call routing, automation, reporting, scripts, and end-to-end workflows to reduce avoidable delays, rework, duplicate contacts, and administrative burden while improving service quality.

• Oversee sensitive escalations and government-facing issue support through authorized contract leadership channels; ensure complete factual records and timely follow-up.

• Review staffing budgets, workforce forecasts, capacity constraints, system limitations, trend reports, and operational risks; prioritize and sponsor technology or workflow enhancements, working with IT and operational partners to validate results.

• Ensure compliance with contract-specific communications, accessibility, privacy, information security, and appointment coordination procedures.

• Manage supervisors through performance reviews, development plans, succession planning, and corrective actions consistent with company policy.

• Set an ongoing continuous-improvement agenda for call-center and scheduling operations; sponsor process mapping, root-cause analysis, system enhancements, and cross-functional changes with measurable benefits and documented follow-through.

• Hold supervisors accountable for action plans addressing missed or at-risk timeliness metrics; regularly communicate performance trends, recovery plans, improvement results, and material risks to program leadership.

• Manage a high-performing virtual team, ensuring seamless communication, productivity, and alignment on strategic goals.

• Conduct weekly virtual check-ins and one-on-ones, maintaining high engagement and retention rates.

Required Qualifications:

• Bachelor’s degree and 15 years of relevant experience.

• Seven or more years of relevant healthcare customer service, contact-center, appointment scheduling, or case management operations experience, including three or more years of supervisory/management experience.

• Demonstrated management of service-level results, staffing, operational reporting, customer escalations, and complex cross-functional workflow.

• Strong analytical, workforce planning, financial stewardship, leadership, and communication capabilities.

• Knowledge of privacy, information security, and contractual escalation requirements; ability to satisfy suitability requirements.

• Ability to meet applicable contract specific suitability and system access requirements.

• Ability to obtain and maintain a public trust clearance.

Preferred Qualifications:

• Experience leading multi-site or distributed federal healthcare, or other federal program contact-center and scheduling operations.

• Experience with process improvement methods, workforce management platforms, dashboards, and contract performance governance.