Executive Customer Service Jobs in Washington (NOW HIRING)

SAIC is seeking an Executive Data Service Manager to join our team in Washington DC. 

The Executive Data Service manager at SAIC supports the Program Manager in the planning, direction, and coordination of activities of designated projects to ensure that goals or objectives are accomplished within prescribed time frame and funding parameters. The DPM will assist in the day-to-day operations and oversee project activities, ensuring that project deliverables meet client specifications and requirements.  Additionally, the role will also take lead in managing the Executive Customer Experience portion of the portfolio.
Key Responsibilities:
 

• Assist in the development and implementation of project plans, including scope, schedules, budgets, resources, and deliverables.
• Collaborate with the Program Manager to set project priorities and ensure timely completion of project milestones.
• Lead and manage project teams, ensuring effective communication and collaboration.
• Provide guidance and direction to team members, fostering a productive and supportive work environment.
• Assist in the recruitment, selection, and onboarding of project staff as necessary.
• Serve as a primary point of contact for clients and stakeholders, building and maintaining strong relationships, with specific focus on the Executive Customer experience.
  • Design touchpoints and plot the entire customer journey to identify and fix friction points.
  • Implement modern support tools like AI chatbots and other platforms to modernize channels.
  • Monitor key performance indicators and study customer complaint data to find and fix root operational issues.
  • Deploy dedicated teams to identify, research, and deploy solutions that address executive level requirements.
  • Serve as the ultimate escalation point for issues presented by executive-level customers.
  • Conduct regular, proactive reviews of service delivery across all assigned teams servicing executive customers.
  • Maintain constant communication with Flag Officer and/or Senior Executive Service member staffs (e.g. Executive Assistants, Flag Aides, and/or Administrative Assistants) to ensure teams are meeting operational needs.
• Communicate project status, risks, and issues to clients and stakeholders in a timely and transparent manner.
• Gather and incorporate client feedback to improve project outcomes and customer satisfaction.
• Identify potential project risks and develop mitigation strategies.
• Monitor and manage project risks, escalating issues to the Program Manager as needed.
• Ensure that project deliverables meet quality standards and client specifications.
• Implement and maintain quality control processes to ensure the highest level of project performance.
• Assist in the management of project budgets, including tracking expenses and ensuring cost control.
• Support financial reporting and forecasting activities, providing regular updates to the Program Manager.
• Prepare and deliver project reports, presentations, and documentation to clients, stakeholders, and senior management.
• Maintain accurate and up-to-date project records and documentation.
• Identify and implement process improvements to enhance project efficiency and effectiveness.

• Stay current with industry trends, best practices, and emerging technologies to drive innovation within the project team.

Education Requirements:

Bachelors and ten (10) years or more of related experience; six (6) years of experience considered in lieu of degree (per contract vehicle).

Clearance Requirements:

• Must possess an active Secret security clearance; US Citizenship required.

Qualifications:

• Minimum of 10 years of project management experience, with at least 5 years in a leadership or supervisory role. Experience within the defense, technology, or government contracting sectors is highly desirable.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple projects and priorities simultaneously.
• Strong analytical and problem-solving abilities.

• Direct experience interfacing with and supporting Flag Officers (O-7 to O-10) and/or Senior Executive Service personnel.