The Role
Manages customer service operations for a U.S. Navy program, responding to inquiries, resolving complaints, maintaining interaction records, and ensuring service standards. Serves as the primary customer-relations contact, coordinates with departments, trains and mentors staff, documents procedures, identifies recurring issues, and implements improvements. The role is based in Diego Garcia and requires international travel, medical qualification, visas, and facility authorization.
Summary Generated by Built In
Customer Services Manager
Amentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies to address their most significant and complex challenges in science, security and sustainability. Our people apply undaunted curiosity, relentless ambition and boundless imagination to challenge convention and drive progress. Our commitments are underpinned by the belief that safety, collaboration and well-being are integral to success.
Amentum is seeking a Customer Services Manager to support a unique US Navy program on the island of Diego Garcia. The Customer Services Manager is responsible for delivering exceptional customer service by addressing and resolving customer requests, providing accurate information, and fostering a positive customer experience. Core responsibilities include, but are not limited to:
Job Responsibilities:
· Responding promptly and effectively to customer requests, ensuring accurate information, guidance, and status updates are provided in a timely manner.
· Managing customer inquiries initiated from various sources, such as walk-ins, phone calls, faxes, or emails, while maintaining a professional and courteous demeanor.
· Ensuring all customer complaints, concerns, or inquiries are investigated and resolved efficiently, aiming for the highest level of satisfaction.
· Maintaining a record of customer interactions, inquiries, complaints, and resolutions in accordance with organizational procedures.
· Developing, implementing, and upholding customer service standards to align with
Amentum and US Navy requirements.
· Acting as the primary point of contact for customer relations and ensuring successful communication between customers and relevant departments.
· Training, supporting, and mentoring staff in customer service skills, procedures, and best practices.
· Identifying recurring customer service issues and proposing improvements toenhance operations and overall customer satisfaction.
· Documenting and maintaining customer service policies and procedures to ensure
consistency and compliance with operational goals.
· Perform other job-related duties as assigned that are consistent with the nature and level of the position.
Required Qualifications:
· High school diploma or equivalent.
· Minimum of 3 years of experience as a customer service supervisor, customer relationship management, or a managerial role in a customer-facing environment.
· Strong interpersonal, communication, and problem-solving skills with the ability to
effectively interact with personnel from diverse cultural and professional backgrounds.
· Excellent organizational and time management skills to handle multiple customer requests simultaneously.
· Proficiency in relevant software tools for communication, documentation, and data
tracking.
· Must be in possession of a valid passport and be able to travel internationally.
· Passport should be valid for a minimum of one (1) year or more at the time of hiring.
· Ability to obtain country-specific visas per the U.S. Department of State Foreign Clearance Guide.
· Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment.
· Must be able to obtain and maintain facility credentials/authorization.
Preferred Qualifications:
· Prior experience in an austere OCONUS (Outside the Continental United States)
environment with a multi-national workforce.
· Valid country driver’s license.
· Experience managing customer service operations in a government, military, or remote environment.
· Demonstrated ability to develop and implement customer service training programs for team members.
· Proven capacity for identifying customer service trends and implementing solutions to improve operational effectiveness and satisfaction.
OTHER RESPONSIBILITIES
Safety: Amentum enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe work environment. As appropriate, each employee is responsible for completing all training requirements, fulfilling all self-aid/buddy aid responsibilities, participating in emergency response tasks, and serving on safety committees and teams.
Quality: Quality is the foundation for the management of our business and the keystone to our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts. Each employee must read and understand their Quality Management and Customer Satisfaction responsibilities.Procedure Compliance: Each employee must read, understand, and implement the general and specific operational, safety, quality, and environmental requirements of all plans, procedures, and policies pertaining to the job.
Amentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies to address their most significant and complex challenges in science, security and sustainability. Our people apply undaunted curiosity, relentless ambition and boundless imagination to challenge convention and drive progress. Our commitments are underpinned by the belief that safety, collaboration and well-being are integral to success.
Amentum is seeking a Customer Services Manager to support a unique US Navy program on the island of Diego Garcia. The Customer Services Manager is responsible for delivering exceptional customer service by addressing and resolving customer requests, providing accurate information, and fostering a positive customer experience. Core responsibilities include, but are not limited to:
Job Responsibilities:
· Responding promptly and effectively to customer requests, ensuring accurate information, guidance, and status updates are provided in a timely manner.
· Managing customer inquiries initiated from various sources, such as walk-ins, phone calls, faxes, or emails, while maintaining a professional and courteous demeanor.
· Ensuring all customer complaints, concerns, or inquiries are investigated and resolved efficiently, aiming for the highest level of satisfaction.
· Maintaining a record of customer interactions, inquiries, complaints, and resolutions in accordance with organizational procedures.
· Developing, implementing, and upholding customer service standards to align with
Amentum and US Navy requirements.
· Acting as the primary point of contact for customer relations and ensuring successful communication between customers and relevant departments.
· Training, supporting, and mentoring staff in customer service skills, procedures, and best practices.
· Identifying recurring customer service issues and proposing improvements toenhance operations and overall customer satisfaction.
· Documenting and maintaining customer service policies and procedures to ensure
consistency and compliance with operational goals.
· Perform other job-related duties as assigned that are consistent with the nature and level of the position.
Required Qualifications:
· High school diploma or equivalent.
· Minimum of 3 years of experience as a customer service supervisor, customer relationship management, or a managerial role in a customer-facing environment.
· Strong interpersonal, communication, and problem-solving skills with the ability to
effectively interact with personnel from diverse cultural and professional backgrounds.
· Excellent organizational and time management skills to handle multiple customer requests simultaneously.
· Proficiency in relevant software tools for communication, documentation, and data
tracking.
· Must be in possession of a valid passport and be able to travel internationally.
· Passport should be valid for a minimum of one (1) year or more at the time of hiring.
· Ability to obtain country-specific visas per the U.S. Department of State Foreign Clearance Guide.
· Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment.
· Must be able to obtain and maintain facility credentials/authorization.
Preferred Qualifications:
· Prior experience in an austere OCONUS (Outside the Continental United States)
environment with a multi-national workforce.
· Valid country driver’s license.
· Experience managing customer service operations in a government, military, or remote environment.
· Demonstrated ability to develop and implement customer service training programs for team members.
· Proven capacity for identifying customer service trends and implementing solutions to improve operational effectiveness and satisfaction.
OTHER RESPONSIBILITIES
Safety: Amentum enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe work environment. As appropriate, each employee is responsible for completing all training requirements, fulfilling all self-aid/buddy aid responsibilities, participating in emergency response tasks, and serving on safety committees and teams.
Quality: Quality is the foundation for the management of our business and the keystone to our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts. Each employee must read and understand their Quality Management and Customer Satisfaction responsibilities.Procedure Compliance: Each employee must read, understand, and implement the general and specific operational, safety, quality, and environmental requirements of all plans, procedures, and policies pertaining to the job.
Skills Required
- High school diploma or equivalent
- At least 3 years of experience as a customer service supervisor, in customer relationship management, or in a managerial customer-facing role
- Strong interpersonal, communication, and problem-solving skills
- Ability to interact effectively with diverse cultural and professional backgrounds
- Excellent organizational and time management skills
- Proficiency in relevant software for communication, documentation, and data tracking
- Valid passport with at least one year remaining at hiring
- Ability to travel internationally
- Ability to obtain country-specific visas
- Ability to pass contract medical requirements and maintain compliance during deployment
- Ability to obtain and maintain facility credentials or authorization
- Prior experience in an austere OCONUS environment with a multinational workforce
- Valid country driver's license
- Customer service operations experience in a government, military, or remote environment
- Experience developing and implementing customer service training programs
- Ability to identify customer service trends and implement operational improvements
Amentum Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Amentum and has not been reviewed or approved by Amentum.
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Healthcare Strength — Healthcare offerings are described as comprehensive, with medical, dental, and vision plans and multiple PPO/HSA options. Mental health support via an employee assistance program and other wellness resources is also included in the benefits mix.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with employer matching. Profit-sharing contributions and immediate or near-term vesting in some cases further strengthen the retirement value proposition.
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Leave & Time Off Breadth — Time-off benefits are presented as solid for the sector, including tiered PTO accrual by tenure and a set of paid holidays. Role-dependent flexible or remote work options and leave programs add to perceived work-life support.
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The Company
What We Do
Amentum is a premier global technical and engineering services partner supporting critical programs of national significance across defense, security, intelligence, energy, and environment. We draw from a century-old heritage of operational excellence, mission focus, and successful execution underpinned by a strong culture of safety and ethics. Headquartered in Germantown, Md., we employ more than 20,000 people in 48 states and 28 foreign countries and territories. Visit us at amentum.com to explore how we deliver excellence for our customers’ most vital missions.
