Customer Service Manager

SAIC

. 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 .

Posted 10/26/2026full-timeTexas • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in managing healthcare customer service operations, including appointment scheduling and contact-center management, while ensuring compliance with privacy and information security standards. Proven ability to lead high-performing teams, analyze performance metrics, and implement process improvements to enhance operational efficiency.

Highest-signal resume keywords

Healthcare Customer Service ManagementAppointment Scheduling OperationsPerformance Metrics AnalysisStaffing and Workforce PlanningProcess Improvement Methods

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ReportingService-Level ManagementCross-Functional Workflow ManagementCapacity ForecastingQueue OwnershipCall RoutingAutomationRoot-Cause AnalysisContractual Escalation ManagementFinancial Stewardship

Soft Skills

LeadershipCommunicationAnalytical ThinkingTeam ManagementEngagement

Tools & Technologies

Workforce Management PlatformsScheduling PlatformsContact-Center SystemsDashboards

Certifications & Qualifications

Public Trust Clearance

Industry Keywords

Veteran ServicesService Member SupportHealthcare OperationsComplianceInformation Security

About the role

Key responsibilities & impact

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
Own performance against contractual and internal timeliness metrics across calls, contacts, scheduling, notifications, follow-up actions, queue aging, and service recovery
Coordinate capacity forecasts and service disruptions with Provider Relations, clinics/examiners, Diagnostics, Triage, and Operations
Evaluate and improve contact-center systems, scheduling platforms, call routing, automation, reporting, scripts, and workflows
Oversee sensitive escalations and government-facing issue support
Review staffing budgets, workforce forecasts, capacity constraints, system limitations, trend reports, and operational risks
Sponsor technology, workflow, process-mapping, root-cause-analysis, and system enhancements
Ensure compliance with communications, accessibility, privacy, information security, and appointment coordination procedures
Manage supervisors through performance reviews, development plans, succession planning, and corrective actions
Communicate performance trends, recovery plans, improvement results, and material risks to program leadership
Manage a high-performing virtual team and maintain communication, productivity, engagement, and retention
Conduct weekly virtual check-ins and one-on-ones

Requirements

What you’ll need

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: Experience leading multi-site or distributed federal healthcare, or other federal program contact-center and scheduling operations
Preferred: Experience with process improvement methods, workforce management platforms, dashboards, and contract performance governance

Benefits

Comp & perks

Some travel will be required
Remote work arrangement initially
Virtual team environment
Weekly virtual check-ins and one-on-ones
Opportunity to work with a mission-focused technology and innovation company