Manager, Customer Experience Platforms

Clearance Level None Category IT Infrastructure and Operations Location Remote, Working from the USA Key Skills For Success Call Center Customer Experience (CX) Innovation REQ#: RQ228812 Public Trust: None Requisition Type: Regular Your Impact Own your opportunity to support the missions that matter. From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world while building new skills to propel your career forward. Job Description 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. Primary 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 sales strategies and tactics for current and future services. Support capture and business development efforts, including responding to proposals, requests for information, and whitepapers. Manage strategic vendor relationships by engaging TAMs, sales teams, and partner executives to ensure strong operational support, negotiate competitive product pricing, align technology roadmaps with organizational needs, and identify opportunities that advance mission and business objectives Own financial management for the CCaaS practice by coordinating with Finance to forecast volumes and labor needs, review and approve vendor invoices, and validate monthly labor reports. Partner with customers to align forecasted demand with annual budget expectations, ensuring accurate planning and accountable fiscal stewardship across the service portfolio. Required Qualifications Bachelor’s Degree in Computer Science, Software Engineering, or a related field. Minimum five (5) years’ experience with Contact Center/Service Desk Technology. Minimum two (2) years of people management experience. Strong analytical and organizational skills. Excellent communication and client-facing consulting skills. Demonstrated intellectual curiosity; stays current with emerging technologies, maintains a clear plan f…

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