Manager, Customer Experience Platforms
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Job Description
Managing GDIT’s CCaaS platforms, service delivery, vendors, budgets, and customer experience operations. Supporting technology solutions for U.S. government, defense, and intelligence missions.
Responsibilities:
- Lead Customer Experience (CX) Platforms as a full-time Information Systems Manager
- Enhance support for critical platforms and solutions through module expansion, platform integration, and automation
- Own day-to-day operational relationships between service delivery teams and mission customers
- Manage and coordinate resources to ensure optimal service delivery
- Resolve issues according to procedures and service-level requirements
- Oversee delivery of CCaaS offerings and serve as primary management contact for service agreements
- Maintain partnerships with strategy, finance, human resources, supply chain, cross-functional, and vendor teams
- Design and implement process improvements to increase effectiveness, efficiency, performance, and customer experience
- Manage the service area budget
- Evaluate customer feedback and develop service delivery quality improvements
- Ensure systems availability through design best practices, testing, disciplined promotion, and root cause analysis
- Develop and drive service roadmaps with leaders, executives, and vendor partners
- Lead marketing toolkits, platform demonstrations, white papers, and recommendation materials
- Estimate work effort and prioritize requests for the team
- Address people, process, and technology risks and inefficiencies
- Develop and implement sales strategies and tactics for current and future services
- Support capture and business development, including proposals, RFIs, and white papers
- Manage strategic vendor relationships, pricing, technology roadmaps, and operational support
- Own 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
- Minimum five (5) years’ experience with Contact Center/Service Desk Technology
- Minimum two (2) years of people management experience
- Strong analytical and organizational skills
- Excellent communication and client-facing consulting skills
- Demonstrated intellectual curiosity and ongoing professional development
- Experience implementing Conversational AI/chatbots, virtual agents, intelligent routing, KCS, RPA/agentic automation, workflow automation platforms, Agent Assist, predictive analytics, and reporting
- Strong understanding of ITSM and contact center operational metrics, including call deflection, FCR, MTTR, self-service adoption, CSAT, agent utilization/productivity, and AHT
- Experience with 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 such as Okta, Microsoft, ID.ME, RSA, and CLEAR
- Must be able to obtain and maintain a Top Secret Security Clearance
- US Citizenship Required
- Willingness to travel 10–25%
Benefits:
- Comprehensive medical plan options, including plans with Health Savings Accounts
- Dental plan options
- Vision plan options
- 401(k) plan with company match
- Full-flex work weeks
- Paid time off, including vacation, sick, personal, holiday, parental, military, bereavement, and jury duty leave
- Typically 15 days of paid leave per calendar year
- 10 paid holidays per year
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
- AI-powered career tool identifying career steps and learning opportunities
- Internal mobility team supporting career goals
- Award-winning culture of innovation and military-friendly workplace
- Competitive pay
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