Manager, Customer Experience Platforms

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $121.1k - $163.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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General Dynamics Information Technology

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1954

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

General Dynamics Information Technology is a company at the forefront of technological innovation, offering a wide range of services including consulting, digital modernization, and application services. The company is heavily involved in implementing solutions related to artificial intelligence, cloud computing, cybersecurity, high-performance computing, and quantum technologies. GDIT is committed to supporting government and defense sectors, providing mission-critical services such as logistics and supply chain management, intelligence, and homeland security. The company also focuses on diverse and inclusive hiring practices and actively promotes employee well-being. Through its digital accelerator solutions and pioneering use of emerging technologies, GDIT aims to propel agencies' missions forward and address complex technological challenges.

📋 Description

• 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