Program Manager Customer Relations - Telework - Military veterans preferred

2018-10-25
General Dynamics Information Technology (www.gdit.com)
Other

/yr

  full-time   employee


Falls Church
Virginia
United States

General Dynamics Information Technology (GDIT) is seeking highly motivated technical professionals who are eager to play a major role in IT transformation at Government agencies in the aviation and other transportation fields.

 

This is a telework position. Onsite support will be required as requested by customer.

 

The Customer Experience Advocate will support the program as follows:

  • Complements, collaborates and works with the customer and stakeholders to better understand mission and business needs
  • Ensures mission-support IT services meet the customer’s business needs
  • Works with the customer to develop and set expectations for service delivery requests
  • Interprets IT operations, service delivery, strategies, and problems to design comprehensive Customer Experience (CX) measurement programs
  • Maintains a trusted relationship and open lines of regular communication with the program team, customer and stakeholders
  • Gathers customer and stakeholder feedback to support customer satisfaction improvement initiatives
  • Executes against and reports on customer satisfaction metrics, continually identifying and recommending innovative ways to improve the customer’s IT experience
  • Informs the customer and stakeholders on service improvement initiatives
  • Participates in special projects as required

Qualifications:

1) 3 – 5 years of related project or program management experience

2) Certification Required: PMP or PgMP or DAWIA P/PM Level 3 or FAC P/PM Level III

3) Experience with collecting customer feedback and using it to support the design and development of customer satisfaction improvement processes and procedures

4) Experience with User Experience (UX) or Customer Experience (CX) design, specifically in developing personas and customer journey maps

5) Ability to use customer insights for customer experience design and process improvements

 
 

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Education:

Bachelor’s Degree in Computer Science or a related technical discipline.