Manager, Customer Service (Defense)

TL;DR

Manager, Customer Service (Defense & Aviation): Leading a global team providing front-line support for civil aviation, security, and defense products with an accent on service delivery, process optimization, and team leadership. Focus on managing high-pressure escalations, driving continuous improvement through metrics, and maintaining contractual obligations.

Location: East Syracuse, NY. Must be a U.S. citizen

Compensation Range: $132,000 - $171,600

Company

hirify.global is a leading global defense and security company focused on keeping people and society safe through advanced technology.

What you will do

• Lead a team providing 24/7/365 front-line support for civil aviation, security, and defense products.
• Act as the primary escalation point for high-visibility and high-pressure customer issues.
• Manage and monitor warranty and extended support contracts, supporting renewals and new business.
• Drive continuous improvement initiatives based on customer satisfaction indicators and process analysis.
• Collaborate with Program and Product Management to represent Customer Service in client meetings.
• Mentor and develop team members to foster professional growth within the organization.

Requirements

• Bachelor's degree with 10+ years of experience or Master's with 8+ years in a team environment.
• Proven experience leading and managing people in a technical, professional environment.
• U.S. Citizenship is required.
• Ability to obtain and maintain a Secret Security Clearance.
• Outstanding oral and written communication and time management skills.
• Comfort working in a fast-paced, decentralized environment.

Nice to have

• Knowledge of continuous improvement principles such as Lean or Six Sigma.
• Experience with commercial and defense/military logistics and maintenance principles.

Culture & Benefits

• Comprehensive medical, vision, and dental insurance for employees and dependents.
• 401(k) plan with employer contributions.
• Generous paid time off and 8 designated holidays.
• Tuition and student loan assistance.
• Employee stock purchase opportunities.
• Professional growth opportunities in a business casual atmosphere.