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Customer Experience Manager

Leidos was awarded the U.S. Air Force Cloud One Architecture and Common Shared Services contract, and currently has an opening for a Customer Experience Manager supporting AWS, Azure, Google, and Oracle clouds. This is an exciting opportunity to use your experience to modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

This position will be hybrid remote. Candidates will be required to work onsite as needed. Preferred candidates will be located near Hanscom AFB (Boston, MA).

Primary Responsibilities Could Include:

• As the Agile Manager, you will guide Agile teams through sprint planning, execution, and delivery, removing obstacles, fostering collaboration, and ensuring alignment with program goals.
• You'll work 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 and facilitate training 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, guide, and 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:

• Bachelors and five (5) years or more of experience; Masters and three (3) years or more of experience. Additional experience may be accepted in lieu of degree.
• 2+ years of prior experience managing/leading teams/projects
• Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment
• US citizenship required
• 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 with SAFe or other scaled Agile frameworks
• Cloud certifications in AWS, Azure, Google, or Oracle clouds
• Example certifications include: Industry Professional certification Certified Kubernetes Application Developer (CKAD), Kubernetes and Cloud Native Associate (KCNA), AWS Certified DevOps Engineer, Certified AWS SysAdmin, 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.