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STRATEGY PLANS & ENGAGEMENT DIRECTOR
Defense Information Systems Agency · Posted 50 days ago
Hybrid Gunter AFB, AL $148K – $197K Apply by Aug 20, 2026 Miscellaneous Administration And Program ENTJESFJESTJISTJ Customer Success
Apply for this job → About the Role
This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Supervision/Management Work Category at the Expert Work Level within the CES Occupational Structure. It is located in the DISA FE/Global Service Desk Division.
What You'll Do
- →Develop and execute a comprehensive, holistic customer experience strategy that aligns directly with Command and directorate strategic goals, ensuring a positive and seamless customer journey across the entire service life cycle.
- →Serve as the directorate's primary advocate for the customer by establishing mechanisms to gather feedback, analyze user needs through surveys, and translate data-driven insights into actionable service delivery improvements.
- →Define, establish, and continuously monitor Key Performance Indicators (KPIs) and service metrics to track the effectiveness of CX initiatives, assess overall organizational health, and evaluate operational efficiency.
- →Serve as the ultimate escalation point for technical and customer service issues, actively coordinating with other internal IT teams to facilitate rapid, effective resolution and provide necessary project support.
- →Act as the strategic bridge between technical support teams and business stakeholders, successfully balancing rapid operational efficiency with optimal user satisfaction within a fast-paced technology environment
Requirements
- ✓There is no substitution of education for the qualifying experience at the GG-15 grade level.
Personality Fit
Job ID: c9a8aacb-1b52-432b-b84e-858da9d546a6
Posted via USAJobs