Customer Experience Program Manager Jobs in Raleigh, NC

VIGILINT is a unique medical operations company that provides advisory, planning, logistics, medical operations, and crisis management services to high-net-worth individuals, Fortune 500 companies, and government clients. The nature of our clientele and the type of work we engage in demand unparalleled excellence, handled with the utmost discretion. VIGILINT's team is tight knit. Our world-class physicians, subject matter experts, and operational staff work side-by-side to solve complex medical emergencies around the globe. The work is fast-paced and different every day. Employees are empowered to lean in, work creatively, and collaboratively to find new solutions to emerging problems. 

The Core Mission 

Lead and empower a high-performing team to deliver flawless execution on a mission-critical government program. This role is pivotal in championing our deployed personnel and fostering unwavering trust with our prime partner, ensuring the highest levels of service, integrity, and communication. 

Key Attributes for Success: 

• An Exceptional Influencer: You excel at building strong, collaborative relationships and can effectively drive outcomes with internal teams and external partners, even without direct authority. 

• An Entrepreneurial Mindset: You are a proactive, solutions-oriented leader who takes full ownership of the program's success. You are comfortable navigating ambiguity and thrive on turning challenges into opportunities. 

• A Dedicated People Leader: You are committed to the growth and well-being of your team, fostering an environment of trust, accountability, and mutual support. 

• A Master Communicator: You can distill complex information into clear, compelling messages for any audience, from executive leadership to government counterparts. 

• A Systems Thinker with an Eye for Detail: You possess a meticulous command of contractual and financial details while never losing sight of the broader strategic goals. 

Key Responsibilities:

Team Leadership & Development 

• Lead, manage, and evaluate a dedicated headquarters administrative program team, fostering a culture of high performance, accountability, and professional growth. 

• Champion the success and well-being of all deployed personnel, ensuring they are supported and equipped to meet mission requirements. 

• Ensure program goals are met in areas of team member performance, engagement, and retention. 

Program Execution & Contract Integrity 

• Serve as the ultimate owner for all contractual obligations, managing Statements of Work (SOW), Contract Modifications (MODs), and data deliverables (CDRLs) to ensure 100% compliance and timely completion. 

• Establish, monitor, and report on key performance indicators (KPIs), ensuring program objectives for staffing, quality, and customer satisfaction are consistently achieved. 

Financial Stewardship & Oversight 

• Drive the program's financial health by developing accurate forecasts, managing budgets, and analyzing variances to meet all financial objectives. 

• Oversee all funding requests and invoicing processes, ensuring precision and timeliness in all financial submissions to the prime contractor. 

Stakeholder Alliance & Communication 

• Serve as the primary liaison with the prime contractor and government stakeholders, building trusted partnerships through proactive, transparent, and effective communication. 

• Create and deliver clear, concise, and compelling program updates and status reports for both external partners and the VIGILINT executive team. 

Requirements

• Bachelor's degree in business, management, or a related field. 
• A minimum of 5 years of experience in a team or middle management role, with direct responsibility for leading and developing teams. 
• A minimum of 5 years of experience in government contracting within Industry, with a proven track record of managing program execution and compliance. 
• Strong financial acumen, including experience with budgeting, forecasting, and government contract finance. 
• Ability to obtain and maintain a security clearance. 

Desired Qualifications:

• Master's degree in a related field. 
• Project Management Professional (PMP) certification. 
• Experience working with GSA Assisted Acquisition Service (AAS) and/or other Defense contract vehicles. 
• Experience managing contracts with GFE, GFP, and CAP.  

Location: On-site, not a remote position

Benefits

VIGILINT is proud to offer a robust benefits package that includes health, dental, and vision insurance, short-term and long-term disability, AD&D insurance, Healthcare Flexible Spending Plan, 401(k), and paid time off.

Equal Employment Opportunity Policy

 VIGILINT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.