Manager, Customer Experience Platforms

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the full-time Information Systems Manager for Customer Experience (CX) Platforms.

• Improve support for essential platforms and solutions through module expansion, integration, and automation.

• Manage daily operational relationships between service delivery teams and mission customers.

• Coordinate resources to ensure the highest level of service delivery.

• Address issues in accordance with established procedures and service-level agreements.

• Supervise the delivery of CCaaS offerings and act as the main management contact for service agreements.

• Foster partnerships with strategy, finance, human resources, supply chain, cross-functional teams, and vendors.

• Develop and implement process enhancements to boost effectiveness, efficiency, performance, and customer satisfaction.

• Oversee the service area budget.

• Analyze customer feedback and initiate improvements in service delivery quality.

• Guarantee systems availability through best practices in design, testing, disciplined promotion, and root cause analysis.

• Create and lead service roadmaps in collaboration with leaders, executives, and vendor partners.

• Produce marketing toolkits, conduct platform demonstrations, and develop white papers and recommendations.

• Estimate workload and prioritize team requests.

• Identify and address risks and inefficiencies related to people, processes, and technology.

• Formulate and execute sales strategies and tactics for both current and future services.

• Assist in capture and business development efforts, including proposals, RFIs, and white papers.

• Manage strategic vendor relationships, pricing, technology roadmaps, and operational support.

• Oversee CCaaS financial management, including forecasting, invoice approval, labor report validation, and budget alignment.

⛳️ Requirements

• Bachelor’s Degree in Computer Science, Software Engineering, or a related field.

• At least five (5) years of experience with Contact Center/Service Desk Technology.

• A minimum of two (2) years of experience in people management.

• Strong analytical and organizational capabilities.

• Exceptional communication and client-facing consulting abilities.

• Proven intellectual curiosity and commitment to ongoing professional development.

• Experience in implementing Conversational AI/chatbots, virtual agents, intelligent routing, KCS, RPA/agentic automation, workflow automation platforms, Agent Assist, predictive analytics, and reporting.

• Comprehensive understanding of ITSM and contact center operational metrics, such as call deflection, FCR, MTTR, self-service adoption, CSAT, agent utilization/productivity, and AHT.

• Familiarity with tools such as Amazon Connect, Lex, Bedrock, Google CCAI, Vertex, Gemini, NICE CXone, FreshWorks, Genesys, ServiceNow, NowAssist, Moveworks, BMC Remedy and/or Helix, Microsoft Dynamics, Salesforce Service Cloud, and MFA solutions including Okta, Microsoft, ID.ME, RSA, and CLEAR.

• Must be eligible to obtain and maintain a Top Secret Security Clearance.

• US Citizenship is required.

• Willingness to travel 10–25% of the time.

🏝️ Benefits

• Comprehensive medical plan options, including those with Health Savings Accounts.

• Dental plan options available.

• Vision plan options available.

• 401(k) plan with company matching contributions.

• Flexible work weeks.

• Paid time off, encompassing vacation, sick leave, personal days, holidays, parental leave, military leave, bereavement, and jury duty leave.

• Typically, 15 days of paid leave per calendar year.

• 10 paid holidays each year.

• Up to 160 hours of paid family leave over a rolling 12-month period for eligible employees.

• Short- and long-term disability benefits provided.

• Life insurance coverage available.

• Accidental death and dismemberment insurance offered.

• Personal accident insurance included.

• Critical illness insurance provided.

• Business travel and accident insurance available.

• AI-driven career tool to identify career steps and learning opportunities.

• Internal mobility team dedicated to supporting career aspirations.

• Recognized culture of innovation and a military-friendly workplace.

• Competitive salary offered.