Manager, Customer Experience Platforms

About the role

GDIT seeks a full-time Information Systems Manager to lead Customer Experience (CX) Platforms. With increasing demand for new platform capabilities, we require an experienced hands-on leader to enhance our discipline in supporting these critical platforms and solutions while broadening impact through module expansion, platform integration, and automation. The successful candidate will own the day-to-day operational relationships between service delivery teams and mission customers. This includes managing and coordinating resources to ensure optimal service delivery, resolving issues in accordance with procedures and service level requirements, and maintaining high standards of customer satisfaction. Expertise in CCaaS design and development principles is essential, enabling collaboration with external development partners and key stakeholders to deliver enterprise business solutions.

Responsibilities

• Oversee delivery of CCaaS offerings, serving as the primary management contact for service agreements.
• Maintain effective partnerships with cross-functional teams, including strategy, finance, human resources, and supply chain management.
• Identify, design, and implement process improvements to maximize organizational effectiveness and efficiency, drive performance, and deliver exceptional customer experiences.
• Manage the service area budget.
• Evaluate customer feedback to develop quality improvements in service delivery.
• Support efforts to simplify and enhance the customer experience.
• Ensure overall systems availability by developing and enforcing design best practices, thorough testing, disciplined promotion, and responsive root cause analysis.
• Partner with leaders, executives, and vendor partners to develop and drive service roadmaps.
• Lead development of marketing toolkits, including demo platform capabilities, white papers, and other materials to shape recommendations.
• Estimate relative work effort for requests to enable effective prioritization for self and team.
• Continuously address people, process, and technology to reduce risk and inefficiency.
• Identify, develop, recommend, and implement