Table of Contents
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Job Overview
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About the Company
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Available Jobs
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Job Description
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Job Responsibilities
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Why This Role?
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Requirements
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How to Apply
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FAQs
Job Overview
Job Title: Customer Service Manager
Job Reference: R0150875
Company Name: Amentum
Location: Dubai, United Arab Emirates
Employment Type: Full-time
Work Arrangement: On-site
Start Date: Pending contract award
If you are actively searching for a Customer Service Manager role in Dubai that goes beyond traditional call-center management, this opportunity delivers scale, visibility, and leadership depth. The position oversees customer service operations for a Defense Logistics Agency (DLA) food service distribution program covering Southwest Asia and Eastern Africa—an environment where service quality directly supports mission-critical operations.
This is a senior-facing role ideal for experienced customer service leaders who thrive in structured environments, enjoy managing performance through SLAs and KPIs, and are comfortable engaging with high-level government and military stakeholders.
About the Company
Amentum is a global organization specializing in advanced engineering, technology solutions, and operational support for complex government and commercial programs. The company is known for its strong focus on safety, quality, and disciplined execution—values that are deeply embedded in every customer-facing role.
For professionals pursuing a Customer Service Manager career, this environment offers exposure to large-scale programs, formal performance frameworks, and cross-functional collaboration. The emphasis on quality systems, compliance, and continuous improvement makes this an excellent setting for leaders who want to build long-term credibility and career leverage.
Available Jobs
While applying for this Customer Service Manager role, candidates often explore similar or adjacent positions that use overlapping skills. Related opportunities include:
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Customer Service Operations Manager
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Logistics Customer Experience Manager
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Program Support Manager (Government Contracts)
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Quality Assurance Manager – Customer Operations
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Training & Performance Manager (Customer Service Teams)
These roles typically emphasize leadership, metrics, stakeholder communication, and service optimization—key strengths for experienced managers.
Job Description
The Customer Service Manager is responsible for leading all customer service activities supporting a large-scale logistics and food service distribution program. The role focuses on ensuring consistent service delivery, managing inquiries and complaints, and maintaining strong relationships with customers operating in regulated, high-visibility environments.
A defining aspect of this position is direct interaction with senior military and government personnel. As a result, professionalism, responsiveness, and structured communication are essential. The manager establishes service standards, tracks performance through KPIs, and uses data-driven insights to improve efficiency, quality, and customer satisfaction.
This role also plays a critical part in training, coaching, and developing customer service staff while fostering a culture of accountability, continuous improvement, and collaboration.
Job Responsibilities
Team leadership and performance management
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Lead, coach, and mentor customer service representatives to maintain high performance and engagement.
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Provide ongoing guidance, feedback, and training to support professional development.
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Conduct regular team meetings to align priorities, communicate updates, and address challenges.
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Foster a positive, accountable team culture focused on service excellence.
Stakeholder engagement and escalation handling
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Serve as a primary point of contact for senior military and government stakeholders.
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Manage complex customer issues and escalations with confidence and discretion.
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Build long-term relationships by understanding customer needs and expectations.
Service delivery, SLAs, and KPIs
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Develop and implement customer service strategies that enhance overall customer experience.
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Define, monitor, and manage SLAs and KPIs related to response times, resolution rates, and satisfaction.
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Ensure customer inquiries, orders, and complaints are resolved accurately and within agreed timelines.
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Monitor interactions to ensure compliance with policies and quality standards.
Process improvement and operational efficiency
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Identify inefficiencies and implement best practices to streamline customer service workflows.
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Collaborate with internal departments to improve service offerings and reduce friction points.
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Use data analysis to identify trends, recurring issues, and training opportunities.
Reporting and data-driven decision-making
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Prepare detailed reports on customer service performance and quality metrics.
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Translate performance data into actionable improvement plans.
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Track progress against targets and adjust strategies as needed.
Safety, quality, and compliance
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Promote a strong safety culture and ensure completion of required training.
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Uphold quality management standards aligned with contractual and organizational requirements.
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Ensure all procedures, policies, and operational guidelines are followed consistently.
Why This Role?
Choosing a Customer Service Manager position like this one offers more than a title—it provides meaningful leadership scope and professional growth:
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High-visibility leadership: Regular interaction with senior government and military stakeholders strengthens executive presence.
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Structured performance environment: Clear SLAs, KPIs, and quality systems allow you to demonstrate measurable impact.
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Team-building opportunity: You will shape training programs, develop talent, and influence service culture.
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Career durability: Experience in government-supported logistics and service operations enhances long-term career value.
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Purpose-driven work: Service delivery directly supports critical supply chains and operational continuity.
Requirements
Education
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Bachelor’s degree in Business Administration, Communications, or a related discipline.
Experience
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Minimum 5 years of experience in customer service management.
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Background in food service, logistics, or distribution environments preferred.
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Prior exposure to government contracting is a strong advantage.
Skills and competencies
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Proven leadership and people-management capability.
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Strong communication and interpersonal skills for high-level stakeholder interaction.
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Experience defining and managing SLAs and KPIs.
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Ability to analyze service metrics and drive continuous improvement.
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Proficiency in customer service platforms and Microsoft Office tools.
Clearance and authorization
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Ability to obtain and maintain required facility credentials/authorization.
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Active Secret Clearance preferred but not mandatory.
Preferred qualifications
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Familiarity with Defense Logistics Agency (DLA) policies and procedures.
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Customer service management certifications (such as CSAP or CCMP).
How to Apply
Apply directly through the official careers portal using the job reference R0150875 for the Customer Service Manager position in Dubai.
FAQs
1) What does a Customer Service Manager do in this role?
The Customer Service Manager leads a service team, manages SLAs and KPIs, handles escalations, and ensures high-quality service delivery for a government-supported logistics program.
2) Is this Customer Service Manager role remote?
No. This is an on-site position based in Dubai, United Arab Emirates.
3) Do I need government contracting experience?
Government contracting experience is preferred, but candidates with strong experience in regulated or SLA-driven environments are also competitive.
4) Is security clearance required?
An active Secret Clearance is preferred. All candidates must be able to obtain and maintain facility authorization.
5) When will the role start?
The role is pending contract award, so the start date will be confirmed once the contract is finalized and onboarding is complete.