Customer Experience Program Manager Jobs in Washington

Position Summary

Cybermedia Technologies (CTEC) is seeking an experienced Program Manager to provide overall leadership, management, and oversight for a federal government contract. Serving as the primary point of contact between the contractor team and Government stakeholders, the Program Manager will be responsible for ensuring successful contract execution, operational performance, quality assurance, and customer satisfaction.

The Program Manager will direct and coordinate all contract activities, manage personnel and resources, and provide strategic and operational leadership to support mission objectives. This role serves as the authorized representative of the contractor and will interface regularly with the Government Contracting Officer (CO), Contracting Officer's Representative (COR), and other designated federal leadership. The selected candidate must possess strong leadership, communication, and decision-making skills and be empowered to make commitments and decisions on behalf of the contractor in support of contract requirements.

In addition to client delivery responsibilities, the Program Manager will serve as a member of CTEC's Delivery Management Team, contributing to the company's culture of operational excellence and continuous improvement. In this capacity, the Program Manager will support employee performance management and professional development, promote collaboration and knowledge sharing across programs, ensure the delivery of high-quality products and services, and strengthen client relationships through proactive engagement and trusted partnership. The Program Manager will work closely with CTEC leadership to identify opportunities for process improvement, staff growth, and customer success across the portfolio.

The successful candidate will ensure continuous service delivery, maintain high-quality performance standards, and provide responsive leadership during both routine operations and no-notice emergency situations. This position requires the ability to effectively plan, direct, communicate, and control all contract functions while fostering strong partnerships with Government stakeholders, contractor team members, and CTEC leadership.

Key Client and Project Responsibilities

The Program Manager will be responsible for maintaining appropriate staffing levels, managing projects, ensuring all deadlines are met, and delivering required services and materials at or under budget. Key responsibilities include, but are not limited to:

• Strategic Alignment & Portfolio Management: Align IT programs with business objectives, manage value streams, govern project intake, and plan capacity across teams.
• Budget & Financial Management: Implement lean budgeting principles, monitor portfolio spending and variances, manage Total Cost of Ownership (TCO), and optimize investments. Posses and apply extensive knowledge of CBP OIT financial management practices.
• Agile Governance, Metrics & Reporting: Define and track Agile Key Performance Indicators (KPIs), provide real-time visible reporting, and manage systemic risks and impediments across the portfolio.
• Process Improvement & Coaching: Champion Agile principles, facilitate organizational retrospectives for continuous improvement, and mentor practitioners to identify and implement efficiencies and innovations.
• Stakeholder & Vendor Management: Maintain strong relationships with all stakeholders, including CBP Headquarters directorates and operational components. Clearly communicate expectations and oversee vendor selection and performance.

Minimum Qualifications

The proposed Service Delivery Manager must meet the following minimum requirements:

Education and Experience:

• A Bachelor of Arts (BA) or Bachelor of Science (BS) degree, at a minimum, in IT, Computer Science, Information Systems, or a related field.
• Fifteen (15) or more years of IT Portfolio/Project Management experience leading largescale, enterprise-level programs, including business process re-engineering and financial
• Ten (10) or more years of experience leading multi-disciplined teams on medium or large multi-task projects of high complexity.
• Eight (8) or more years of experience providing technical direction and identifying improvements, efficiencies, and innovations for portfolio management, governance, financial, or operational processes.
• Demonstrated experience managing programs or projects within U.S. Customs and Border Protection (CBP), developing a strategic vision, and balancing modernization needs with critical operations. This experience must include direct engagement with CBP Headquarters, an understanding of stakeholder dynamics, and institutional knowledge of OIT's role supporting CBP.

Other Requirements:

• Project Management Institute (PMI) Project Management Professional (PMP) certification.
• An active DHS CBP clearance is preferred; the ability to obtain and maintain a DHS clearance is required.
• Must be able to communicate effectively, both orally and in writing.
• Demonstrated ability to lead and conduct detailed research and analysis of technical and financial data.
• Proven ability to read and interpret management policies, regulations, and directives.
• Proficiency with the current version of the Microsoft (MS) Office Suite used by CBP.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Cybermedia Technologies management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, where applicable and available, reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions of this position.
Please note: Candidate(s) will be required to go through pre-employment screening.
Cybermedia Technologies, Inc. is a proud Equal Opportunity Employer! (EOE; M/F/D/V)