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Senior Customer Service Manager Jobs in Reston, VA

Alutiiq, LLC

Sr Service Manager

Arlington, VA · On-site

$115K - $140K/yr

Taxable Entity ALUTIIQ INFORMATION MANAGEMENT LLC Job Title Sr Service Manager Location VA ... as other client-customer contract requirements (all benefits are subject to eligibility ...

Everfox

Sr. Customer Success Manager

Herndon, VA · On-site

Collaborate with Account Managers, Professional Services, Product Management, Technical Support and Renewal Leads to build and maintain long-term relationships with customers, fostering loyalty and ...

Everfox

Sr. Customer Success Manager

Herndon, VA

Collaborate with Account Managers, Professional Services, Product Management, Technical Support and Renewal Leads to build and maintain long-term relationships with customers, fostering loyalty and ...

Amazon

Sr. Customer Solutions Manager

Arlington, VA · On-site

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform ... AWS is seeking a Customer Solutions Manager (CSM) to help customers realize sustained business ...

Amazon

Sr. Customer Solutions Manager

Arlington, VA

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform ... AWS is seeking a Customer Solutions Manager (CSM) to help customers realize sustained business ...

Amazon

Sr. Customer Solutions Manager

Arlington, VA · On-site

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform ... AWS is seeking a Customer Solutions Manager (CSM) to help customers realize sustained business ...

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Senior Customer Service Manager information

See Reston, VA salary details

$29.6K

$101K

$189.9K

How much do senior customer service manager jobs pay per year?

As of Aug 10, 2026, the average yearly pay for senior customer service manager in Reston, VA is $101,019.00, according to ZipRecruiter salary data. Most workers in this role earn between $51,000.00 and $142,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a senior customer service manager?

To excel as a Senior Customer Service Manager, you need extensive experience in customer service management, strong leadership abilities, and a relevant bachelor's degree. Familiarity with CRM software, analytics platforms, and quality assurance systems is typically required, along with certifications like Certified Customer Service Manager (CCSM) being advantageous. Exceptional communication, problem-solving, and conflict resolution skills help foster team performance and maintain customer satisfaction. These competencies are crucial for driving customer loyalty, improving service standards, and effectively leading large teams in dynamic environments.

What is a senior customer service manager?

A Senior Customer Service Manager is a leadership professional responsible for overseeing a team or department that handles customer inquiries, complaints, and support. They develop and implement customer service policies, train and mentor staff, and analyze customer feedback to improve service quality. Their goal is to ensure customer satisfaction, resolve escalated issues, and drive continuous improvement in customer interactions. Senior Customer Service Managers often collaborate with other departments to align service strategies with overall business objectives.

What is the difference between Senior Customer Service Manager vs Customer Service Supervisor?

AspectSenior Customer Service ManagerCustomer Service Supervisor
CredentialsExperience in management, relevant certifications often preferredExperience in customer service, supervisory skills
Work EnvironmentOversees multiple teams, strategic planningManages frontline staff, daily operations
Employer & Industry UsageCommon in large corporations, service industriesFound in various industries, retail, hospitality
Search & Comparison IntentUnderstanding leadership roles, career progressionLooking for supervisory responsibilities, entry to mid-level roles

The Senior Customer Service Manager typically holds a higher-level leadership position, focusing on strategic oversight and managing multiple teams, whereas a Customer Service Supervisor handles daily frontline operations and supervises staff directly. Both roles require customer service experience, but the senior manager role emphasizes management skills and strategic planning.

What are the typical challenges a senior customer service manager faces when leading a large team, and how can they effectively address them?

Senior Customer Service Managers often face challenges such as maintaining consistent service quality across multiple team members, managing high-volume inquiries, and ensuring staff engagement and motivation. Effective strategies include implementing robust training programs, utilizing performance metrics to track and address areas of improvement, and fostering open communication to quickly resolve issues. Building a supportive work environment and encouraging collaboration between customer service representatives and other departments can also help in overcoming these challenges and driving continuous improvement.
What are popular job titles related to Senior Customer Service Manager jobs in Reston, VA? For Senior Customer Service Manager jobs in Reston, VA, the most frequently searched job titles are:
What job categories do people searching Senior Customer Service Manager jobs in Reston, VA look for? The top searched job categories for Senior Customer Service Manager jobs in Reston, VA are:
What cities near Reston, VA are hiring for Senior Customer Service Manager jobs? Cities near Reston, VA with the most Senior Customer Service Manager job openings:
Senior Customer Service Manager jobs near you
Infographic showing various Senior Customer Service Manager job openings in Reston, VA as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $101,019 per year, or $48.6 per hour.

Sr Service Manager

Alutiiq, LLC

Arlington, VA • On-site

$115K - $140K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 3 days ago

Job description

Taxable Entity
ALUTIIQ INFORMATION MANAGEMENT LLC
Job Title
Sr Service Manager
Location
VA Arlington IMAP DOS - Arlington, VA 22209 US (Primary)
Category
Business Program Management and Administration
Job Type
Full-time
Typical Pay/Range
$115,000 - $140,000 annually
Education
Professional or Trade Certification
Travel
Up to 25%
Security Clearance Required
TS
POSITION OVERVIEW AND PRIMARY DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS):
The International Maintenance Assistance Program (IMAP) Contract supports US Embassies OCONUS with preventative maintenance and repairs for a variety of technical disciplines, to include HVAC. HVAC Senior Service Managers lead the HVAC discipline within IMAP, which includes direct management of the Field Service Supervisors and indirect supervision of the HVAC Field Technicians. They also serve as the Subject Matter Expert (SME) in all technical matters related to the HVAC discipline.
Primary/Major Duties and Responsibilities (Essential Functions):
  • Responsible for staffing the teams within their technical field, including working with the Technical Deputy Program Manager, program recruiter, and Field Service Supervisors to identify, screen, and interview all new candidates. This also includes creating staffing plans for temporarily filling gaps that might result from any departures from the program, or other issues.
  • Responsible for the performance of all technical teams within their discipline, to ensure that the SOW for their discipline is being executed to contract specifications during each visit.
  • Reviews proposed modifications to the SOW for each visit with the COR to obtain approval.
  • Verifies that all contract deliverables meet quality standards.
  • Assists Technical Deputy Program Manager in developing standards and updating/creating SOWs for all teams within their technical discipline.
  • Directly manages approximately 1-2 Field Service Supervisors within their discipline to ensure that they are meeting deadlines, properly managing their technical teams, and meeting all contractual requirements.
  • Coordinate with the Logistics Manager to ensure proper parts/materials for their discipline are identified and procured.
  • Coordinate with each Field Service Manager and Logistics Manager to ensure that all deployed technicians have required tools, equipment, and PPE to complete their assigned SOW.
  • Coordinate with the Scheduling Manager to review the government provided work plan against historical data and ensure that the proper manpower and visit durations are provided for each visit. Review and resolve any workplan discrepancies with the COR.
  • Communicate regularly with technicians, manufacturer representatives, and facility engineers to understand the wide variety of equipment employed at US Embassies and Consulates around the world.
  • Quickly and precisely formulate repair options with deployed technicians and Field Service Supervisors, for all technical issues that fall within their discipline as a Subject Matter Expert (SME).
  • Create/update standardized maintenance checklists and procedures for all maintenance tasks within their technical field, if needed.
  • Oversee implementation and use of OBO's Global Maintenance Management System (GMMS) for all teams within their discipline.
  • Travel to overseas work locations as needed for the purposes of Quality Assurance oversight and program review.
  • Conduct regular inspections of the field technicians and Field Service Supervisors within their discipline to ensure compliance with each Statement of Work (SOW).
  • Identify unsatisfactory trends or repetitive discrepancies and present clear concise and appropriate recommendations to improve workflow or techniques that will enhance efficiency, quality and safety.
  • Complete necessary inspection reports and documentation required to support findings.
  • Make recommendations for improved program operations
  • Maintain working knowledge of latest applicable safety/building codes and regulations within their field, to ensure all IMAP work complies
  • Work with Technical Deputy Program Manager to review and maintain database of technician credentials, to ensure compliance with the contract.
  • Work with Technical Deputy Program Manager and Field Service Supervisors to periodically review performance of IMAP technicians and develop/execute performance improvement plans for any individuals not meeting contract requirements.

Deliverables may include:
  • Timesheet Review and Approval
  • Detailed Service Reports for every visit completed
  • Bills of Materials for every visit completed with correct and complete information
  • Annual Work Plan
  • Performance Evaluations of Field Service Supervisors and Technicians
  • Quality Inspection Reports
  • Standard Operating Procedures
  • Work Instructions

REQUIRED QUALIFICATIONS AND EXPERIENCE:
  • Extensive experience with Microsoft Office Suite
  • Excellent oral and written communication skills
  • Experience with handling multiple concurrent workflows and meeting competing deadlines that may require quick turnaround.
  • Must have the physical ability to periodically travel overseas
  • Must already have or be able to obtain a DoD security clearance
  • Must be able to work on ladders, access rooftops and other hard to reach areas, and be able to lift and carry materials and tools weighing more than 25 lbs
  • Must be familiar with the requirements outlined by trade organizations relevant to their field, such as ASHRAE, ISA (111), OSHA, NFPA 70 (E), NEMA, OSHA and other safety regulations.

Additionally, Senior Service Managers shall meet the following qualifications:
Level 1 - Must have bachelor's degree from an accredited college or university; and a minimum of 7 years' experience in design, renovation, or maintenance within the HVAC field.
OR
An associate's degree from an accredited college or university; and a minimum of 10 years' experience in design, renovation, or maintenance within the HVAC field.
OR
A Master's Trade license or equivalent; and 15+ years' experience in design, renovation, or maintenance within the HVAC field.
Level 2 - In addition to qualifying as a Level 1 Senior Service Manager, requires 1 year of experience on the IMAP Contract in a management position.
Afognak Native Corporation and Afognak's direct and indirect subsidiaries, partnerships, joint ventures and affiliates to include Alutiiq, LLC; Afognak Commercial Group, LLC; Alutiiq Professional Consulting, LLC; and each of their respective domestic and foreign, direct and indirect subsidiaries, partnerships, joint ventures and affiliates are equal opportunity employers that do not discriminate on the basis of actual or perceived race, color, religion, national origin, citizenship status, age, sex (including pregnancy, childbirth, related medical conditions and lactation), sexual orientation, protected veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state or local laws (collectively, "Protected Status").
The pay range information provided is a general guideline. The pay rate offered will be determined based on the candidate's experience and qualifications, as well as geographic locations, market data, and other business considerations, as permitted by law.
Our full range of benefits include medical, dental, vision, disability protection, life insurance, prescription coverage, voluntary benefits, paid leave, and 401(k) retirement. Positions covered by the McNamara O'Hara Service Contract Act (SCA), Davis-Bacon Act (DBA), or a Collective Bargaining Agreement (CBA), or Fair Labor Standards Act (FLSA) will comply with the statute or CBA requirements as well as other client-customer contract requirements (all benefits are subject to eligibility requirements). For more information, please visit our Company's Career page.
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About Alutiiq

Sourced by ZipRecruiter

Industry

Guided missile and space vehicle manufacturing

Company size

1,001 - 5,000 Employees

Headquarters location

Anchorage, AK, US

Year founded

1999

Social media

Twitter

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