Customer Program Manager Visa Sponsorship Jobs in Hawaii
Customer program manager roles in Hawaii are concentrated among defense contractors, federal agencies, and hospitality technology firms operating across Honolulu and Pearl Harbor-adjacent corridors. Employers like Booz Allen Hamilton, Leidos, and SAIC have a consistent hiring presence in the state, and international candidates with program management credentials can find visa-sponsored opportunities here.
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Get Access To All JobsRole Overview
The Operations Support Manager is responsible for leading customer support and technicians' coordination, operations and optimizing service delivery across all support channels throughout the Hawaiian Islands. This role oversees new hire onboarding, daily team performance, ensures efficient workflow management, and enhances agent productivity through process improvements and system optimization. Acting as a key liaison between departments, the Operations Support Manager ensures seamless coordination between customer support, field operations, and internal stakeholders to deliver a high-quality customer experience.
Status: Full-Time, Exempt
Key Responsibilities
- Lead, coach, and develop a team of support coordinators to deliver exceptional customer service across phone, email, and digital channels.
- Serve as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.
- Lead onboarding and continuous training of team members, reinforcing best practices in customer service, troubleshooting, and communication.
- Foster a customer-centric culture focused on accountability, responsiveness, and service excellence.
- Oversee daily support operations, including service request intake, troubleshooting, and technician dispatch coordination.
- Ensure timely and accurate completion of service tickets, building reports and payroll.
- Assist in review of service tickets, building reports to timely resolve and bill appropriately.
- Monitor team performance metrics, service levels, and response times to ensure operational efficiency and customer satisfaction.
- Identify workflow gaps and implement process improvements to enhance productivity and reduce resolution time.
- Ensure accurate documentation of customer interactions, service tickets, and account updates.
- Manage scheduling of inspections, service appointments, and technician assignments, including coordination for high-priority customers.
- Oversee the effective use of support systems and tools, including CRM platforms, scheduling software, and reporting systems (e.g., Sedona, Excel, Building Reports).
- Support data integrity across systems by ensuring accurate account setup, updates, and service documentation.
- Generate and analyze reports related to customer interactions, service performance, and operational trends to inform decision-making.
- Collaborate with Field Operations to ensure efficient technician dispatching and service completion.
- Partner with Finance on contract management, billing coordination, and job task processing.
- Work closely with Sales and Account Management teams to align customer needs with service offerings and identify opportunities for service upgrades.
- Support logistics for technician travel, lodging, and related expense tracking in alignment with company policies.
- Support customer account management activities, including account setup, updates, transfers, and cancellations.
- Support effective troubleshooting support is provided to customers, guiding them through step-by-step solutions when appropriate.
- Handle and resolve customer complaints with professionalism, empathy, and a focus on long-term satisfaction.
- Continuously evaluate and improve customer support processes to enhance the overall customer experience.
- Perform other duties as assigned.
Qualifications
- High School Diploma or GED required; additional education or certifications in business, operations, or related fields preferred.
- Minimum of two (2) years of customer service or support operations experience; leadership or supervisory experience preferred.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with CRM or service management systems.
- Strong analytical, organizational, and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Demonstrated ability to lead teams, make sound decisions, and drive process improvements.
- Clean driving record.
Work Requirements
- Prolonged periods of sitting and working on a computer in an office environment.
- Frequent use of phone/headset systems for communication.
- Ability to operate in a fast-paced, high-volume support environment with repetitive tasks.
- Work performed in a secure facility.
- Travel to outer islands.
Compensation starts at $80,000+/annual salary (DOE)
We offer a full benefits package, including health, dental, and eye insurance, STD and life Insurance, a 401k savings plan, paid time off benefits, training, opportunities for growth and development, and a team that cares about you. We even offer pet insurance!
We are a proud Equal Opportunity Employer
EEOC Statement
Alert Alarm provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Role Overview
The Operations Support Manager is responsible for leading customer support and technicians' coordination, operations and optimizing service delivery across all support channels throughout the Hawaiian Islands. This role oversees new hire onboarding, daily team performance, ensures efficient workflow management, and enhances agent productivity through process improvements and system optimization. Acting as a key liaison between departments, the Operations Support Manager ensures seamless coordination between customer support, field operations, and internal stakeholders to deliver a high-quality customer experience.
Status: Full-Time, Exempt
Key Responsibilities
- Lead, coach, and develop a team of support coordinators to deliver exceptional customer service across phone, email, and digital channels.
- Serve as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.
- Lead onboarding and continuous training of team members, reinforcing best practices in customer service, troubleshooting, and communication.
- Foster a customer-centric culture focused on accountability, responsiveness, and service excellence.
- Oversee daily support operations, including service request intake, troubleshooting, and technician dispatch coordination.
- Ensure timely and accurate completion of service tickets, building reports and payroll.
- Assist in review of service tickets, building reports to timely resolve and bill appropriately.
- Monitor team performance metrics, service levels, and response times to ensure operational efficiency and customer satisfaction.
- Identify workflow gaps and implement process improvements to enhance productivity and reduce resolution time.
- Ensure accurate documentation of customer interactions, service tickets, and account updates.
- Manage scheduling of inspections, service appointments, and technician assignments, including coordination for high-priority customers.
- Oversee the effective use of support systems and tools, including CRM platforms, scheduling software, and reporting systems (e.g., Sedona, Excel, Building Reports).
- Support data integrity across systems by ensuring accurate account setup, updates, and service documentation.
- Generate and analyze reports related to customer interactions, service performance, and operational trends to inform decision-making.
- Collaborate with Field Operations to ensure efficient technician dispatching and service completion.
- Partner with Finance on contract management, billing coordination, and job task processing.
- Work closely with Sales and Account Management teams to align customer needs with service offerings and identify opportunities for service upgrades.
- Support logistics for technician travel, lodging, and related expense tracking in alignment with company policies.
- Support customer account management activities, including account setup, updates, transfers, and cancellations.
- Support effective troubleshooting support is provided to customers, guiding them through step-by-step solutions when appropriate.
- Handle and resolve customer complaints with professionalism, empathy, and a focus on long-term satisfaction.
- Continuously evaluate and improve customer support processes to enhance the overall customer experience.
- Perform other duties as assigned.
Qualifications
- High School Diploma or GED required; additional education or certifications in business, operations, or related fields preferred.
- Minimum of two (2) years of customer service or support operations experience; leadership or supervisory experience preferred.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with CRM or service management systems.
- Strong analytical, organizational, and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Demonstrated ability to lead teams, make sound decisions, and drive process improvements.
- Clean driving record.
Work Requirements
- Prolonged periods of sitting and working on a computer in an office environment.
- Frequent use of phone/headset systems for communication.
- Ability to operate in a fast-paced, high-volume support environment with repetitive tasks.
- Work performed in a secure facility.
- Travel to outer islands.
Compensation starts at $80,000+/annual salary (DOE)
We offer a full benefits package, including health, dental, and eye insurance, STD and life Insurance, a 401k savings plan, paid time off benefits, training, opportunities for growth and development, and a team that cares about you. We even offer pet insurance!
We are a proud Equal Opportunity Employer
EEOC Statement
Alert Alarm provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Customer Program Manager Job Roles in Hawaii
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Search Customer Program Manager Jobs in HawaiiCustomer Program Manager Jobs in Hawaii: Frequently Asked Questions
Which companies sponsor visas for customer program managers in Hawaii?
Defense and government contractors are the most active sponsors in Hawaii, with Booz Allen Hamilton, Leidos, SAIC, and ManTech filing H-1B visa petitions for program management roles tied to federal contracts at Pearl Harbor and Hickam Air Force Base. Technology firms supporting the state's hospitality and tourism sectors also sponsor periodically, though at lower volume than the defense contracting sector.
Which visa types are most common for customer program manager roles in Hawaii?
The H-1B is the most common visa category for customer program managers in Hawaii, as the role typically qualifies as a specialty occupation requiring a bachelor's degree in business, management, or a related field. Candidates with employer petitions already approved elsewhere may transfer status to a Hawaii-based position. TN visas are available to Canadian and Mexican nationals if the role meets qualifying criteria under the USMCA professional categories.
How to find customer program manager visa sponsorship jobs in Hawaii?
Migrate Mate filters job listings specifically by visa sponsorship availability, making it practical to search for customer program manager roles in Hawaii without sorting through positions that don't support international candidates. Because Hawaii's sponsoring employers are concentrated in defense contracting and federal technology services, filtering by those sectors on Migrate Mate can narrow results to the most relevant opportunities faster than a broad keyword search.
Which cities in Hawaii have the most customer program manager sponsorship jobs?
Honolulu accounts for the large majority of sponsored customer program manager positions in Hawaii, driven by the concentration of federal agencies, military commands, and their supporting contractors on Oahu. Specifically, areas near Pearl Harbor and downtown Honolulu host the most consistent hiring activity. Other islands see limited sponsorship activity for this role type, making Oahu the practical focus for international job seekers targeting Hawaii.
Are there any Hawaii-specific considerations for customer program manager sponsorship candidates?
Hawaii's high cost of living affects prevailing wage determinations under the H-1B process, meaning employers are required to pay wages that reflect local market rates, which are higher than many mainland U.S. markets for comparable roles. Many customer program manager positions in Hawaii are tied to security-clearance-dependent contracts, which can create additional eligibility considerations for non-U.S. nationals. Candidates should confirm clearance eligibility before pursuing defense-sector roles.
What is the prevailing wage for sponsored customer program manager jobs in Hawaii?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.