Manager, Government Business Care

The Manager, Government Business Care leads a frontline customer support group serving Government customers and aligned sales partners. Responsibilities include owning performance outcomes (resolution, efficiency, quality, customer satisfaction), prioritizing between customer expectations, sales requests, and capacity, serving as final escalation for complex issues, applying business and P&L concepts, directly managing frontline Experts and Lead ICs (including hiring and performance actions), developing talent plans (onboarding, skill development, performance improvement, succession planning), coaching Lead ICs, establishing operating standards for project-based and relationship-driven work, ensuring consistent employee and customer experience across shifts, driving accountability and retention, and partnering with Sales and internal support teams to ensure aligned execution. Required competencies include strong communication, planning and organization, problem solving, change leadership, proficiency with Windows-based systems and MS Office, and the ability to navigate federal government customer needs.