Vice President of Customer Service at Leidos – Chester, Pennsylvania

We are seeking a strategic and dynamic Vice President of Customer Service to lead our customer support division and drive initiatives that enhance customer satisfaction and loyalty. The ideal candidate will have extensive experience in customer service management, strong leadership skills, and a proven track record of developing customer-centric strategies across multiple channels.

Key Responsibilities:

Develop and execute the overall customer service strategy aligned with organizational goals. Lead, motivate, and empower the customer service team to deliver exceptional service experiences. Oversee customer support operations across various channels (phone, email, chat, social media). Establish and monitor key performance indicators (KPIs) to ensure high service quality and efficiency. Implement process improvements and technology solutions to enhance customer interactions and operational efficiency. Collaborate with other departments (sales, marketing, product) to ensure customer feedback is integrated into company initiatives. Handle escalated customer issues and develop strategies to prevent recurring problems. Foster a customer-first culture throughout the organization. Prepare reports and present insights on customer satisfaction, service trends, and team performance to executive leadership. Qualifications:

Proven experience in senior customer service or support leadership roles, preferably as VP or Director. Strong strategic thinking and problem-solving skills. Excellent leadership, communication, and interpersonal abilities. Experience managing large, remote, or multi-location customer support teams. Proficiency with customer support platforms (Zendesk, Salesforce Service Cloud, etc.) and analytics tools. Deep understanding of customer experience metrics and best practices. Bachelors degree in Business Administration, Management, or related field; advanced degrees are a plus. Benefits:

Competitive executive compensation package. Opportunities to lead large teams and influence company-wide customer experience initiatives. Flexible work environment, including remote leadership. Comprehensive health and wellness benefits. Career growth and leadership development opportunities.