Customer Experience Manager
About The Position
The Customer Experience Manager serves as the principal intermediary and point of contact for designated laboratory mission-centric and support organizations on information technology requirements, evaluations, strategic planning, and project initiation. The role develops a detailed understanding of customer IT challenges and needs, then guides tailored capability roadmaps and connects customers with appropriate IT resources and solutions. The manager facilitates prioritization of incoming work, supports IT enhancements and new project concepts, and works with customers and enterprise architecture to align challenges with IT solutions. The position also leads and contributes to strategic planning, implementation, collaborations, and initiatives that support laboratory mission objectives and align with the Lab Plan. Responsibilities include identifying funding opportunities, assembling teams with laboratory leaders and researchers, contributing to laboratory-wide improvements, and monitoring performance against strategic objectives. This is a multi-level position, placed at Level 4 or Level 5 based on the depth and breadth of proven experience and skills. The work is performed in an office environment and includes information security and privacy responsibilities, required role-specific training, and compliance with applicable policies and access agreements. Applicants must meet DOE Order 142.3B requirements and be U.S. citizens.
Requirements
- Level 4 education and experience: bachelor's degree and 9 years of experience, master's degree and 6 years, or Ph.D. and 4 years.
- Level 5 education and experience: bachelor's degree and 14 years of experience, master's degree and 8 years, or Ph.D. and 6 years.
- Experience working with project management methodologies.
- U.S. citizenship and compliance with DOE Order 142.3B requirements for the Unclassified Foreign National Access Program.
- Demonstrated commitment to valuing diversity and contributing to an inclusive working environment.
- Ability to complete required information security and privacy training, sign required access agreements, and comply with applicable security and privacy policies and procedures.
- Ability to perform the listed physical duties, including occasionally lifting or moving up to 50 pounds with assistance.
Nice To Haves
- Experience working with a research organization.
Responsibilities
- Serve as the principal intermediary and definitive point of contact for designated laboratory organizations on IT requirements, evaluations, strategic planning, and project initiation.
- Understand customer IT challenges and needs and guide the development of tailored IT capability roadmaps.
- Facilitate IT work, including enhancements to existing systems, ideas for new projects, and connections to appropriate IT resources such as architecture, project managers, business analysts, and technical professionals.
- Facilitate prioritization discussions with assigned organizations and the IT Business Operations group regarding incoming work.
- Work with customers and the enterprise architecture team to connect customer challenges to IT solutions.
- Guide strategic planning and implementation in assigned directorates or departments to support mission achievement, including defining strategic direction based on reports or regional changes.
- Develop strategies and implementation plans for collaborations that maximize mission impact within collaborators’ resource constraints, and direct assigned strategic initiatives.
- Ensure projects account for relevant factors from different perspectives and contexts, and build relationships with DOE and INL staff to plan for and achieve results.
- Work with leadership to develop clear, actionable strategies and 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 appropriate opportunities.
- Participate in high-level laboratory improvement activities and provide broad perspective and guidance on mission enablement strategies and initiatives.
- Monitor and report performance against strategic objectives.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
