{"id":3300116,"url":"https://alion.io/job/saic-customer-service-manager","title":"Customer Service Manager","company":{"id":58788,"name":"SAIC","domain":"saic.com","url":"https://alion.io/company/saic","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":83,"open_postings":71,"ghost_share":0,"stale_share":0.873,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fort Bliss, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":63000,"max_usd":122000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":3574},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T15:12:16Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-31T02:17:40Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nThis position is remote and can be worked anywhere within the United States.\nIt is likely that this role will transition to a hybrid remote position and will require on-site work in the future.\nSome travel will be required.\nKey ResponsibilitiesDirect 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.\n\nEstablish staffing models, workforce coverage, queue ownership, scheduling procedures, escalation pathways, and cross-training plans for predictable service delivery.\n\nOwn 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.\n\nCoordinate capacity forecasts and service disruptions with Provider Relations, clinics/examiners, Diagnostics, Triage, and Operations; resolve systemic obstacles without assuming clinical decision authority.\n\nContinuously 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.\n\nOversee sensitive escalations and government-facing issue support through authorized contract leadership channels; ensure complete factual records and timely follow-up.\n\nReview 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.\n\nEnsure compliance with contract-specific communications, accessibility, privacy, information security, and appointment coordination procedures.\n\nManage supervisors through performance reviews, development plans, succession planning, and corrective actions consistent with company policy.\n\nSet 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.\n\nHold 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.\n\nManage a high-performing virtual team, ensuring seamless communication, productivity, and alignment on strategic goals.\n\nConduct weekly virtual check-ins and one-on-ones, maintaining high engagement and retention rates.\n\n Required Qualifications:\nBachelor’s degree and 15 years of relevant experience.\n\nSeven 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.\n\nDemonstrated management of service-level results, staffing, operational reporting, customer escalations, and complex cross-functional workflow.\n\nStrong analytical, workforce planning, financial stewardship, leadership, and communication capabilities.\n\nKnowledge of privacy, information security, and contractual escalation requirements; ability to satisfy suitability requirements.\n\nAbility to meet applicable contract specific suitability and system access requirements.\n\nAbility to obtain and maintain a public trust clearance.\n\nPreferred Qualifications:\nExperience leading multi-site or distributed federal healthcare, or other federal program contact-center and scheduling operations.\n\nExperience with process improvement methods, workforce management platforms, dashboards, and contract performance governance.","description_format":"text","description_chars":4371,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","Systems Integrators","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-10-26T23:23:35Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":19,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/saic-customer-service-manager","json_url":"https://alion.io/job/saic-customer-service-manager.json","meta":{"generated_at":"2026-10-31T02:54:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4088,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58788},"rest":"https://alion.io/mcp/rest/get_company?id=58788"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsaic-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsaic-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsaic-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/saic-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsaic-customer-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3300116}},{"tool":"search_jobs","arguments":{"company":"saic.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3300116},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}