25-6034: Customer Engagement Manager - DC Metro

Customer Engagement Manager
Job ID: 25-6034
Clearance: Minimum Secret clearance with ability to obtain TS/SCI
Location: DC Metro

Who We Are:
Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we’ve served as trusted advisors supporting our client base within the commercial, federal, and state and local markets.

What We Do:
At our very core, we’re a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers! With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions.

What You’ll Do:
The Customer Engagement Manager is responsible for managing service levels, building customer relationships, and ensuring that user-centric design principles are integrated into service delivery. This role emphasizes proactive engagement with customers to understand requirements, assess satisfaction, and improve service performance while aligning with organizational and contractual goals.

Responsibilities will include but are not limited to:

• Manage and develop service levels in accordance with contract/Task Order (TO) requirements.
• Engage with customers to capture requirements, measure satisfaction, and ensure delivery aligns with expectations.
• Incorporate human-centered/user-centered design principles into service delivery and improvement efforts.
• Track, monitor, and report on service performance metrics.
• Collaborate with stakeholders to ensure compliance with RFQ requirements and to enhance customer-facing services.
• Drive innovation in service management, ensuring alignment with organizational goals and customer needs.
• Provide guidance and leadership in establishing new service levels as needed.

What You’ll Need:

• Experience engaging customers to determine requirements as well as gauging customer satisfaction.
• Experience incorporating human-centered/user-centered design into programs of similar size and scope.
• ITIL Certification

Set Yourself Apart With:

• Demonstrated experience implementing and tracking performance of services and processes incorporating user-centered/human-centered design principles.
• Experience transitioning from single-variable metrics to customer-facing multi-dimensional metrics.
• Experience managing established service levels and developing new service levels on a contract with a large Government agency.

Equal Employer/Veterans/Disabled

Navitas Business Consulting is an affirmative action and equal opportunity employer. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Navitas Human Resources.

Navitas is an equal opportunity employer. We provide employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status veteran or military status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within Navitas.