Customer Experience (CX) Program Manager

• Set overall strategy for the project 

• Lead and manage a team of 4-6 people 

• Act as main client Point of Contact, managing relationships and reporting on status throughout the project to the Executive Sponsor and key stakeholders  

• Develop implementation project plan and manage team toward completion of major milestones 

• ​​​Create status reports for leadership outlining progress of project activities, monitoring and assessing project risks, and developing mitigation strategies in collaboration with Program Manager  

• Assist with service design and research efforts – including leading or facilitating interviews, and focus groups, etc. 

• Lead the creation of project-specific deliverables, managing team contributions, and providing overall quality control 

• Approach every day with a ‘we’ mindset and willingness to collaborate with and learn from teammates 

• Independently manage time to complete assigned tasks or entire lines of effort as part of the larger client engagement 

• Be a strong critical thinker who sees the big picture while staying delivery-driven 

• Connect the big picture between project and client business/mission goals 

Candidate should have the ability to:  

• Independently develop and manage a project plan 

• Oversee client-ready deliverables from conception to presentation 

• Manage staff towards completion of activities ensuring on-time delivery of artifacts and deliverables 

• Monitor and report on project financials 

• Coordinate and oversee progress of project activities 

• Work in a team environment, being open to others ideas and working collaboratively to produce well-rounded solutions/deliverables 

• Effectively lead team and client meetings 

• Be flexible as project scope evolves 

• Communicate succinctly both verbally and in writing 

Candidate should have experience:  

• Working with clients in a consulting capacity 

• Presenting to and communicating with executive leadership 

• Synthesizing data, adapting to any given circumstances, and successfully communicating to drive results 

• Leads services and/or projects that deliver client outcomes. 

• May also lead work-streams within complex services and/or projects. 

• Builds and maintains trusted advisor relationships with clients by seeing project outputs and outcomes in the context of client mission and outcomes and leading production of high-quality deliverables. 

• Leads entire teams to plan task timelines and directs allocation of staff support to complete tasks. 

• Mentors others in developing and applying knowledge, skills, and abilities with core Capability Area(s) and professional expertise. 

• Continuous learning within core Capability Area(s), building professional expertise. 

• Leads application of and mentors others in Technical Assent’s consulting approaches and methods, as well as other general consulting skills. 

• Shares knowledge with internal and external peers through writing and speaking 4-6 times per year. 

• Builds organizational capabilities by building reusable process assets, templates, and tools that improve the consistency of our services through the CMMI for Services framework. 

• Supports business development by actively researching customer needs, recognizing opportunities, and assessing the competitive environment to determine an optimal approach and solutions. 

• Actively supports the business development lifecycle by performing Capture-related tasks and leading Proposals or Request for Information responses. 

• Maintains professional demeanor that is consistent with Technical Assent core values at all times. 

• This position is remote with some travel (<25%) anticipated 

• Some meetings will be conducted on-site in Washington, D.C. 

• A Bachelor’s degree in business administration, public policy, economics, political science, communications, planning, statistics, technology & policy, or related discipline 

• Six (6) or more years of relevant work experience 

• Knowledge of or experience working with service design and customer experience projects, preferably in Federal Government or other public-sector contexts 

• Thrive in a continuous Build-Measure-Learn cycle 

• Engage with technology with comfort and ease (Power Point, Word, Excel, Teams, Monday, Slack, Mural, etc.) 

• Excellent verbal and written communication skills 

• Curious, problem solving, and open-minded approach to work 

• Ability to obtain a Public Trust security clearance 

• Project Management Certification (e.g., Project Management Professional) 

• Experience leading a customer experience (CX) / service design project 

• HCD Certifications (e.g., LUMA, IDEO) 

• Agile Project Management Certifications (e.g., Certified Scrum Master) 

Technical Assent is passionate about services –in government, business, and not-for-profits. We design exceptional service experiences, engineer them to be robust, and deliver real capability and business outcomes for our clients. You will be working on government programs that have strategic importance to our client. Your team will work IN and ON the client’s core mission – helping them to deliver their services day-to-day while simultaneously looking for opportunities to improve. Our work is Driven by Evidence, Grounded in Understanding, and Focused on Impact. 

We look for these attributes in our teammates. 

• Our team combines the creative and the pragmatic to deliver the results that matter most to our clients. We see beauty when art and science come together. 

• We seek self-starters, people who are confident in tackling challenges independently and bringing this to high-performing teams. We continually seek feedback from our customers and employees, looking for opportunities to grow. 

• We are a small company which gives you an essential voice in shaping our culture. You will help grow our culture, and you will grow from the experience, too. 

You will be part of a team to take an improvement concept and transform it into a capability – an asset that provides measurable value to our client’s mission. The team will work with users, prototype, develop, and deliver new capabilities. We hold ourselves accountable to impacting outcomes.