Manager, Enterprise Support

How will your role impact First Command?

The Enterprise Service Manager will lead efforts to enhance customer service and operational experiences by identifying pain points, championing innovation, and ensuring consistency and adaptability across the enterprise. This role involves collaborating with cross-functional teams, department leaders and other stakeholders to prioritize experience-centric improvements that align with First Command business goals and core values.  

As an Enterprise Service Manager, you will play a pivotal role in shaping and standardizing end-to-end experiences by leveraging your deep expertise in service design and systems thinking.  You will engage, at a deep level, across our Home Office to build the capabilities and processes needed to deliver a consistent, high quality, service experience. 

What will you be doing?

• Lead Cross-Functional Teams: Establish and maintain strong relationships with Business and Department leaders to understand business goals and challenges to tailor solutions accordingly.  Conduct research to identify pain points and opportunities for improvement in service delivery and operational processes.  Create a strategic roadmap to highlight the prioritized steps and milestones needed to achieve our goals.
• Champion Innovation: Drive innovation in service processes and product features, ensuring they meet customer needs and enhance overall satisfaction. 
• Collaborate with Stakeholders: Work with stakeholders and product partners to integrate client-centric decision-making, inform prioritization, and develop experience improvement-led metrics.   Encourage collaboration and consensus among cross-functional teams to achieve common goals and objectives. 
• Standardize Problem-Solving Methods: Focus on standardizing problem-solving methods to ensure consistency and adaptability for our customers while upholding our core values and fostering sustainable growth. 
• Create and Refine Resources: Develop and refine checklists, tools, templates, and other key resources for the Service Model based on agreed upon standards.
• Continuous Improvement: Suggest and implement enhancements to service processes and methodologies based on findings to improve customer satisfaction. 
• Compliance Monitoring: Ensure that newly designed experiences are compliant, and risk based by design.  Drive continuous evaluation of quality control processes. 

What skills/qualifications do you need?

Education

• Bachelor's degree in Business, Finance, Communications, or a related field.  

Work Experience

• 5+ years of experience in quality assurance, customer service, or a related field, with at least 2 years in a managerial role. 

Required Knowledge, Skills and Abilities

•  Skills: Strong leadership and analytical skills, attention to detail, excellent communication skills, and proficiency in quality assurance tools and methodologies.  Strong ability to present data and recommendations to all levels of audiences.
• Technical Knowledge: Familiarity with customer service operations, regulatory requirements, and quality assurance practices.  Strong proficiency needed with the First Command suite of tools, such as: Salesforce, PowerBI, Qualtrics and Tethr.  

Preferred Qualifications:  

•  Advanced knowledge of Financial Services customer service standards and regulations.  Familiarity should include Reg BI, Suitability, and standard customer service models.  
• Experience with customer service evaluation tools and software, such as Tethr, Zenerate, or other similar AI quality focused tools.
• Strong problem-solving skills and the ability to work independently and as part of a team.  

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