? Lead all of the customer-facing functions across the program ? Ensure that all performance standards are met and that a high level of customer service is provided to all internal and external customers ? Coach, develop and lead direct reports in all areas of people management activity ? Work closely with vendors/subcontractors to ensure that quality standards are met ? Interact with Development staff to work issues and develop new processes to improve workflow and program performance. ? Drive continuous improvements to departmental processes to increase productivity, enhance the customer experience and reduce costs and risks through operational and technological enhancements. Observe and evaluate existing processes and then make the necessary changes and adjustments to achieve greater efficiency and success ? Build a culture of excellence and exceptional customer service. Promote and champion team spirit, morale and engagement through employee recognition and effective communication. ? Develop, track and monitor key Customer Service metrics to manage the organization effectively ? Establish and develop relationships with key stakeholders across the program ? Monitor customer escalations, issue trends and workload forecasting ? Ensure excellent internal communication to help foster a customer-centric operation