[Hiring] Manager, Customer Experience Platforms @General Dynamics Information Technology

Role 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.
• 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.

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 for ongoing professional development, and actively shares knowledge to elevate team capability.
• Experience implementing technologies such as:
  • Conversational AI/chatbots
  • Virtual agents
  • Intelligent routing
  • Knowledge-Centered Service (KCS)
  • Robotic Process/Agentic Automation (RPA)
  • Workflow automation platforms
  • Agent Assist capabilities
  • Predictive analytics and reporting
• Strong understanding of ITSM and contact center operational metrics, including:
  • Call deflection
  • First contact resolution (FCR)
  • Mean time to resolution (MTTR)
  • Self-service adoption
  • Customer satisfaction (CSAT)
  • Agent utilization/productivity
  • Average Handle Time (AHT)
• Experience with platforms such as:
  • Amazon Connect, Lex, and Bedrock
  • Google CCAI, Vertex, Gemini
  • NICE CXone
  • FreshWorks
  • Genesys
  • ServiceNow, NowAssist, Moveworks
  • BMC Remedy and/or Helix
  • Microsoft Dynamics
  • Salesforce Service Cloud
  • Multifactor Authentication Solutions (OKTA, Microsoft, ID.ME, RSA, CLEAR)

Requirements

• Must be able to obtain and maintain a Top Secret Security Clearance.
• US Citizenship Required.

Benefits

• Comprehensive benefits and wellness packages.
• 401K with company match.
• Competitive pay and paid time off.
• Full-flex work week to own your priorities at work and at home.
• Award-winning culture of innovation and a military-friendly workplace.