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Blue Origin · 2 hours ago

Customer Service Program Manager

Merritt Island, FL

Full-time

Hybrid

Mid Level

Blue Origin is a company focused on developing reusable, safe, and low-cost space vehicles and systems. They are seeking a Customer Service Program Manager to provide centralized support across various business units, coordinate customer service initiatives, and manage service vendors to ensure high-quality service delivery.

AerospaceManufacturingNational SecurityRenewable Energy

No H1B

U.S. Citizen Only

Responsibilities

Travel up to 50% per month to HSV/OLS/LSO locations

Coordinate with Human Resources and Communications to develop and conduct frequent customer service surveys

Analyze survey results, develop proposals for improving customer service, implement customer service initiatives

Analyze vendor data and develop metric reporting for performance management of vendors

Manage service vendors in accordance with established contracts

Assist Procurement with developing contracts and changes to existing services

Develop and implement service standards for site kitchens to ensure high quality of service is ensured at each site location

Perform audits of services delivered, develop and provide reports for service quality standards, and implement changes based on audit results

Implement, track, and manage QR code based customer input and drive improvement and eliminate discrepancies in services

Manage and ensure high level of inventory is maintained, coordinate with vendors to track usage, and make service adjustments and inventory adjustments as required

Implement quarterly product rotation to ensure variety based on employee feedback

Act as the central point of contact for continuous improvement of food and beverage program and other services delivered and liaison with Human Resources, Procurement, and other internal Blue Origin groups

Provide support to site office managers for services and inventory and address issues related to kitchen services

Collaborate with facilities regarding changes, additions, housekeeping

Closely work with the Administrative Services leader and Finance business partners to develop and implement annual budgets for food and beverage services, closely monitor and adapt changes for adherence to budget standards

Lead and participate in customer service improvement initiatives within the Facilities department

Qualification

Customer service managementVendor managementData analysisContract developmentBudget managementCollaborationProblem solvingCommunication skills

Required

U.S. citizen or national, U.S. permanent resident (i.e. current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum

Required for all positions: Blue's Standard Background Check

Required for Certain Job Profiles: Defense Biometric Identification System (DBIDS) background check if at any time the role requires one to be on a military installation

Required for Certain Job Profiles: Drivers who operate Commercial Motor Vehicles with a Gross Vehicle Weight (GVW), Gross Vehicle Weight Rating (GVWR) or combination of power unit and trailer that meets or exceeds 10,001 lbs. and/or transports placardable amounts of hazardous materials by ground in any vehicle on a public road while in commerce, may be subject to additional Federal Motor Carrier Safety Regulations including: Driver Qualification Files, Medical Certification (obtained before onboarding), Road Test, Hours of Service, Drug and Alcohol Testing (CDL drivers only), vehicle inspection requirements, CDL requirements (if applicable) and hazardous materials transportation/shipping training

Required for certain Job Profiles: Ability to obtain and maintain Merchant Mariner Credential, which includes pre-employment and random drug testing as well as DOT physical