Director of Customer Experience

A-Tek - McLean, VA

Full-time - Senior

McLean, VA

Professional, Scientific, and Technical Services

About the position

The Director of Customer Experience (CX) at A-TEK will be instrumental in shaping and executing strategies to enhance the experience of federal government clients. This role involves designing and overseeing a client-focused experience across all service delivery and support functions, ensuring a seamless and consistent experience. The ideal candidate will be a strategic thinker with a strong background in customer experience initiatives within a government or regulated environment, possessing excellent relationship-building, analytical, and communication skills.

Responsibilities

• Provide strategic direction and mentorship to staff within the customer experience vertical, covering helpdesk services, training, AV, and IT support.
• Foster a culture of exceptional customer service, ensuring all support services meet or exceed client expectations.
• Implement best practices and innovative solutions to enhance customer experiences and operational effectiveness.
• Design and oversee training programs to upskill team members and align service delivery with the company's mission and client needs.
• Act as an advocate for customer needs, driving improvements and alignment across all customer-facing services.
• Monitor and analyze performance metrics to enhance service quality and customer responsiveness.
• Provide mentorship to teams involved in customer support services, including helpdesk, training, and IT support personnel.
• Support growth activities by engaging in client discussions and identifying opportunities to expand customer support offerings.
• Lead, oversee, and manage multiple high-profile programs to ensure successful execution aligned with company objectives.
• Develop and manage project timelines, budgets, and deliverables, ensuring adherence to quality and performance standards.
• Coordinate cross-functional teams and resources to drive program efficiency and achieve milestones.
• Build and maintain strong relationships with clients, stakeholders, and partners to foster trust and promote program success.
• Identify and mitigate risks to ensure smooth delivery of programs.
• Report regularly on program status, challenges, and achievements to senior leadership.
• Support business development by contributing to growth and capture activities, such as proposal development and client engagement, in the customer support sector.
• Collaborate with business development teams to align program strategies with potential new opportunities and market trends.

Requirements

• Bachelor's degree in Business Administration, IT Management, or a related field (Master's preferred).
• Minimum of 8-10 years of experience in program management with a proven record of leading large-scale, complex projects.
• 10+ years of leadership experience in customer experience or a related function, ideally in an IT service environment.
• Strong track record in supporting business growth and capture efforts, including proposal input and client engagement.
• Exceptional communication, leadership, and interpersonal skills.
• Strong analytical skills and ability to make data-driven decisions.
• Experience mentoring and developing teams to achieve strategic objectives.
• Proficiency in project management tools and methodologies (e.g., PMP, Agile/Scrum certification preferred).
• Familiarity with IT support frameworks and customer service best practices.

Nice-to-haves

• PMP certification
• Agile/Scrum certification

Benefits

• Equal Opportunity/Affirmative Action employer
• Support for alternative methods of application or screening