25-6034: Customer Engagement Manager - DC Metro

Navitas • Washington, DC

96d

About The Position

The Customer Engagement Manager is responsible for managing service levels, building customer relationships, and ensuring that user-centric design principles are integrated into service delivery. This role emphasizes proactive engagement with customers to understand requirements, assess satisfaction, and improve service performance while aligning with organizational and contractual goals.

Requirements

• Experience engaging customers to determine requirements as well as gauging customer satisfaction.
• Experience incorporating human-centered/user-centered design into programs of similar size and scope.
• ITIL Certification

Nice To Haves

• Demonstrated experience implementing and tracking performance of services and processes incorporating user-centered/human-centered design principles.
• Experience transitioning from single-variable metrics to customer-facing multi-dimensional metrics.
• Experience managing established service levels and developing new service levels on a contract with a large Government agency.

Responsibilities

• Manage and develop service levels in accordance with contract/Task Order (TO) requirements.
• Engage with customers to capture requirements, measure satisfaction, and ensure delivery aligns with expectations.
• Incorporate human-centered/user-centered design principles into service delivery and improvement efforts.
• Track, monitor, and report on service performance metrics.
• Collaborate with stakeholders to ensure compliance with RFQ requirements and to enhance customer-facing services.
• Drive innovation in service management, ensuring alignment with organizational goals and customer needs.
• Provide guidance and leadership in establishing new service levels as needed.

What This Job Offers