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Director of Customer Experience

McLean, Virginia, United States

A-TEK operates at the intersection of mission and innovation by applying our deep domain expertise across the federal markets. Embracing our digital-first strategy, A-TEK provides enhanced capabilities in application development, digital transformation, enterprise IT, and scientific services. Our solutions are designed to modernize, automate, secure, protect, and enhance the operations of our federal clients, ensuring they stay ahead in a rapidly evolving digital landscape.

Our work is fueled by a passion to serve our clients’ needs and to protect the safety and welfare of Americans. That passion shapes how we nurture our most valuable asset – Our Employees. A-TEK actively cultivates the talent that drives our success and fosters a creative, challenging, and mission-driven work environment for current and future employees.

The Director of Customer Experience (CX) will play a pivotal role in shaping and executing strategies to enhance the experience of our federal government clients. This position will be responsible for designing and overseeing a client-focused experience across all service delivery and support functions, ensuring a seamless and consistent experience for our federal clients. The ideal candidate is a strategic thinker with a track record of developing customer experience initiatives within a government or regulated environment and possesses excellent relationship-building, analytical, and communication skills.

Key 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.

Qualifications:

  • 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.

Competencies:

  • Strategic Thinking and Vision
  • Leadership and Mentorship
  • Problem-Solving and Decision-Making
  • Customer Focus and Advocacy
  • Business Development and Growth Support
  • Strong Organizational and Time Management Skills
  • Flexibility and Adaptability

A-TEK, Inc. 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, or status as a qualified individual with a disability, or Vietnam era or other protected Veteran status.

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