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Customer Experience Manager

Washington DC, Washington DC
Job Title: Customer Experience Manager
Job Location:  Washington, DC
Salary: Competitive, Depends on Qualifications
Clearance: N/A
Travel: Possible travel is anticipated
People, Technology and Processes, LLC is seeking a Customer Experience Manager to provide specialized services required for current and future support and operational needs of the Department of Labor’s (DOL) IT users, enterprise services, and IT systems for the department-wide Enterprise Service Desk (ESD)


Responsibilities include, but are not limited to:
  • Focuses on driving exceptional customer experiences with an ability to positively impact key operational metrics.
  • The CXM uses three disciplines to improve customer experiences: customer loyalty management, customer relationship management and customer value management.
  • Establish Key Performance Indicators (KPI) to measure the performance and the impact of reinvented customer journey experiences across the business including development of meaningful and achievable advocacy and satisfaction goals.
  • Lead root-cause analysis and problem solving for customer service concerns that have been escalated.
  • Actively participate in the development and implementation of a cross-training plan for the OCIO to enhance the organization’s capacity to deliver outstanding customer experience
Minimum Required Experience
• 5+ years of customer experience or product management related experience. Professional experience working on products such as: digital transformation, customer experience, website, or customer facing applications;
• 3+ years of customer experience and customer journey map experience; and

 • Excellent communication skills: written and spoken. Including ability to present to diverse audiences. Minimum Required Education and Certifications
• ITIL 4 Foundation;
 • A customer experience (CX) professional training course certificate from an accredited institution. In lieu of it, certificate of completion of a Human-Centered Design, or a bachelor's degree in information systems, computer science, engineering, business, or related field.

About the company:
As a Service Disabled, Veteran Owned Small Business (SDVOSB) we are a provider of Information Technology (IT) professional services, software solutions and professional development training. Our core competencies evolved from leveraging IT enablers for knowledge management with an emphasis on Web Based Knowledge Portals and Portal Services, Server/System Services, SharePoint Development and System Administration and SQL Server Services. Our capabilities have expanded to include software development, technical training support and field support services.
Guiding Principles
  • Satisfy the customer - "Exceed expectations"
  • Set the Example - "Be out front"
  • Be Responsive - "Timing is everything"
  • Persevere - "Find a way"
PTP offers a comprehensive benefits program:
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Supplemental benefits (Short Term Disability, Cancer & Accident).
  • Employer-sponsored Basic Life & AD&D Insurance
  • Employer-sponsored Long-Term Disability
  • Employer-sponsored Value Adds – FreshBenies
  • 401(k) with matching
 Holidays and Annual Leave
  • 10 Paid Holidays
  • 120 hours PTO accrual per year
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