Senior Quality Manager

About the role

CACI is seeking a Senior Quality Manager for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance. This opportunity is contingent upon award.

Responsibilities

• Leads development, implementation, and maintenance of comprehensive QMP across all contract activities supporting 40,000+ users
• Ensures all services, deliverables, and performance outcomes meet or exceed Government requirements and applicable Federal policies
• Leads collaboration with stakeholders to identify operational services requiring Performance Management Metrics proposing continuous improvement methodology
• Develops comprehensive performance metrics consistent with organizational objectives and compliance standards
• Develops comprehensive customer experience program including transactional surveys, relationship surveys, NPS metrics, and action plans
• Develops comprehensive KMP including contractor SOPs, internal quality control procedures, training materials, and lessons learned
• Implements continuous improvement methodology using performance data and customer feedback to drive service enhancements
• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments, plans and leads major technical assignments, and functions as a technical expert across multiple project assignments; may supervise others

Requirements

• BA/BS degree and 8+ years of related experience; additional relevant experience may be considered in lieu of degree requirements
• Active Secret clearance
• Demonstrated experience developing, implementing, and managing Quality Management Plans (QMPs), quality assurance programs, and quality control processes within large-scale IT or service delivery environments
• Experience in establishing and managing performance metrics, KPIs, SLAs, quality thresholds, and reporting frameworks used to measure contractual and operational performance
• Proven experience analyzing performance data, identifying trends and service deficiencies, conducting root cause analysis, and implementing corrective and preventive actions
• Demonstrated experience leading continuous improvement initiatives using quantitative performance data, customer feedback, lessons learned, and industry best practices to improve service quality and operational effectiveness
• Experience developing or managing customer experience and satisfaction programs, including surveys, performance feedback, trend analysis, and measurable improvement plans
• Experience developing and maintaining SOPs, internal quality control procedures, knowledge management practices, training materials, and lessons-learned repositories
• Strong knowledge of IT Service Management (ITSM) principles, tools, and methodologies and their application to quality, performance, and service delivery management
• Demonstrated ability to communicate quality and performance results to senior leadership and Government stakeholders and drive cross-functional accountability for corrective actions and service improvements

Qualifications

• Prior experience supporting federal agencies, especially the Department of State (desired)

What You Can Expect

• A culture of integrity. At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose – to ensure the safety of our nation.
• An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
• A focus on continuous growth. Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.