Customer Experience Manager

Description

Leidoswas awardedthe U.S. Air Force Cloud One Architecture and Common SharedServices contract, andcurrently hasan opening for aCustomer ExperienceManagersupportingAWS, Azure, Google, and Oracle clouds. This is an exciting opportunity to use your experiencetomodernize a leading, global-scalemulti-cloud environmentin support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

Location:

This positionwill behybrid remote. Candidates willbe requiredto work onsite as needed. Preferred candidates will belocatednear Hanscom AFB (Boston, MA).

Primary ResponsibilitiesCould Include:

Asthe Agile Manager, you will guide Agile teams through sprint planning, execution, and delivery, removing obstacles, fostering collaboration, and ensuring alignment with program goals.You'llwork closely with cloud engineers, cybersecurity analysts, and program leadership to drive continuous improvement and deliver value to the mission.

Key Responsibilities

• Oversee customer experience and training activities for the program, including running the scrum-of-scrums

• Lead a team of 5-10 personnel supporting customer experience / training

• Utilize Customer Journey maps and conduct customer interviews for qualitative data

• Conduct surveys and analyze data for quotative data

• Design training materials/courses and refine content of already-developed artifacts

• Coordinate andfacilitatetraining sessions to customer representatives

• Develop knowledge base data for self-service use

• Suggest new chat operations or other services for implementation

• Remove impediments and coordinate with stakeholders to ensure smooth project execution

• Collaborate with technical leads to improve the customer experience through self-service and AI

• Support cross-functional coordination across engineering, cybersecurity, and program management teams

• Promote continuous improvement through feedback loops and process refinement

• Ensure alignment with mission priorities and Leidos delivery standards

Technical Leadership

• Partner with business stakeholders to implement and improve the customer experience

• Track and report team progress

• Present status and recommendations to executive leadership

• Mentor,guideand supervise teams for customer experience and training

• Act as the Customer Experience / Training Manager to assess employee performance, hire new employees, and ensure compliance with corporate training requirements

Minimum Qualifications

• Bachelorsandfive(5) years or more of experience;Mastersandthree(3) years or more of experience.Additionalexperience may be accepted in lieu of degree.

• 2+ years of prior experience managing/leading teams/projects

• Interim Secret clearancerequiredto start; Ability to obtain Secret clearancerequiredtomaintainemployment

• US citizenshiprequired

• Excellent facilitation, communication, and stakeholder engagement skills

• Experience working with technical teams in cloud, cybersecurity, or enterprise IT environments

• Ability to work in a fast-paced, mission-driven environment

• Familiarity with ServiceNow

Preferred Qualifications

• Experience with USAF Cloud One or Platform 1

• Familiarity withSAFeor other scaled Agile frameworks

• Cloud certifications in AWS, Azure, Google, or Oracle clouds

• Example certificationsinclude:Industry Professional certification Certified Kubernetes Application Developer (CKAD), Kubernetes and Cloud Native Associate (KCNA), AWS Certified DevOps Engineer, Certified AWSSysAdmin, AWS Certified Advanced Networking, AWS Certified Security, Azure Developer Associate, Azure Solutions Architect

C1NACSS

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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