Customer Advocate Project Manager

Years of Experience: 4Years

Education Requirements: Bachelor’s Degree

Program Description: As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers. The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

Position Description: DIGIT is seeking a Customer Advocate Project Manager to support site visits, respond to escalations, be a liaison with GSA customer champions, improve user experience and be an advocate for customer focused outreach opportunities.   Currently DIGIT is supporting GSA Field Site Pop Ups across the country and this position will support that effort.  This includes meeting with facility managers and regional customer champions, providing data driven suggestions for future site targets, working with Deskside Support Technicians on submitting travel requests, providing pre and post survey analysis to GSA, working with DIGIT communications team for on site correspondence as well as life cycle incident management of all incidents opened while on site.  Beyond Field Site support, the candidate will also leverage industry best practices to drive a key GSA initiative, customer satisfaction.  The candidate will manage various chats for escalations, provide suggestions for continual improvement and correspond with GSA counterparts on various issues and statuses. 

Requirements

POSITION RESPONSIBILITIES:

This position shall perform the following (to include but not limited to) activities:

• Responsible for the coordination and completion of 5% of field site visitations.
• Oversees all aspects of projects, leading a team on large projects or a significant segment of large and complex projects 
• Analyzes new and complex project-related problems and creates innovative solutions that normally involve the schedule, technology, methodology, tools, solution components and financial management of the project 
• Sets deadlines, assigns responsibilities, and monitors and summarizes progress of project 
• Prepares reports for upper management regarding status of project 
• Leads and directs the work of others 
• Work with DIGIT Intake leads on customer satisfaction and field site visits.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
• Effectively communicate with DIGIT leaders ship and GSA

CONTRACT REQUIRED QUALIFICATIONS:

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Applies fundamental concepts, processes, practices, and procedures on technical assignments. 
• Performs work that requires practical experience and training. Work is performed under supervision.
• Plan, initiate, and manage information technology (IT) projects. 
• Lead and guide the work of technical staff. 
• Serve as liaison between business and technical aspects of projects. 
• Plan project stages and assess business implications for each stage. 
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

CONTRACT DESIRED QUALIFICATIONS:

• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Must be willing to work a variety of shifts, including holidays as scheduled.

EDUCATION AND EXPERIENCE

• 4 - 7 years of experience and bachelor's degree
• Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.

PHYSICAL REQUIREMENTS:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to do the following: 

• If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies. 
• Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard. 
• Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company’s expectation of information security.
• Viewing computer screens and sitting for long periods of time. 
• Travel minimally (or insert a percentage; or as applicable), via car or plane, which requires ability to manage luggage, laptop, and briefing materials (up to 25 pounds)..
  

SOFT SKILLS:

• Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
• Teamwork: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
• Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
• Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
• Results oriented: Able to drive things forward regardless of personal interest in the task.

Benefits

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance