Customer Experience Manager

Idaho National Laboratory•Idaho Falls, ID

10d

About The Position

The Customer Experience Manager serves as the principal intermediary and point of contact for designated mission-centric and support organizations across the laboratory on information technology requirements, evaluations, strategic planning, and project initiation. The role develops a detailed understanding of customer IT challenges and needs, then helps shape tailored IT capability roadmaps and connect organizations with appropriate IT resources. The position also guides strategic planning and implementation in assigned directorates or departments, aligns strategies with the Laboratory's plan, develops collaboration plans that account for resource constraints, and directs strategic initiatives. The manager identifies funding opportunities, builds teams with relevant laboratory leaders and researchers, contributes to laboratory-wide improvement efforts, and monitors performance against strategic objectives. This is a multi-level position, offered at Level 4 or Level 5 according to the candidate's proven experience and skills. The work is performed in an office environment with generally moderate noise, occasional exposure to loud noise, and intermittent discomfort from computer screen use and work-related stress. The position requires work beyond eight hours per day, irregular hours, and working alone. The role includes information security and privacy responsibilities and requires initial and annual role-specific training and compliance with access agreements and applicable policies. Applicants must meet DOE Order 142.3B requirements and be U.S. citizens.

Requirements

Level 4: Bachelor's degree and 9 years of experience, master's degree and 6 years, or PhD and 4 years.
Level 5: Bachelor's degree and 14 years of experience, master's degree and 8 years, or PhD and 6 years.
Experience working with project management methodologies.
U.S. citizenship and compliance with DOE Order 142.3B, Unclassified Foreign National Access Program requirements.
Demonstrated commitment to valuing diversity and contributing to an inclusive working environment.
Ability to meet the position's physical requirements, including occasional lifting or moving of up to 50 pounds with assistance, and sufficient visual acuity and hearing capacity to perform essential functions.

Nice To Haves

Experience working with a research organization.

Responsibilities

Serve as the principal intermediary and point of contact for designated laboratory organizations on IT requirements, evaluations, strategic planning, and project initiation.
Understand assigned organizations' IT challenges and needs and guide development of tailored IT capability roadmaps.
Facilitate IT work, including enhancements to existing systems and ideas for new full-scale projects, and connect customers with appropriate IT resources.
Facilitate prioritization discussions between assigned organizations and the IT Business Operations group regarding incoming work.
Work with customers and enterprise architecture to connect customer challenges with IT solutions.
Guide strategic planning and implementation efforts in assigned directorates or departments to support mission achievement.
Define strategic direction based on reports or regional changes.
Develop collaboration strategies and implementation plans that maximize mission impact within collaborators' resource constraints.
Direct assigned strategic initiatives and ensure projects incorporate relevant factors from different perspectives and contexts.
Develop relationships with DOE and laboratory staff to plan for and achieve results.
Work with leadership to create clear, actionable plans aligned with the Laboratory's strategy as defined in the Lab Plan.
Identify funding opportunities and work with Division Directors, Department Managers, the Program Development Office, and researchers to assemble teams to pursue them.
Participate in high-level activities to improve the laboratory and provide guidance on mission enablement strategies and initiatives.
Monitor and report performance against strategic objectives.
Complete initial and annual role-specific information security and privacy training, sign required access agreements, and comply with applicable security and privacy policies and procedures.
Perform other duties as assigned.