Manager, Communications & Customer Engagement

Peraton is a next-generation national security company that drives missions of consequence spanning the globe. The Manager of Communications & Customer Engagement leads the team responsible for developing clear communications that support IT services and initiatives, overseeing all communication strategies related to IT activities and enhancing the customer experience.

Responsibilities:

• Lead, coach, and develop a team of Communications & Customer Engagement Specialists
• Establish communication standards, processes, and quality controls for all IT messaging
• Oversee workload planning, prioritization, and timely delivery of communication activities
• Cultivate a culture of continuous improvement, professional growth, and customer focus
• Direct the creation and distribution of organization wide communications related to IT initiatives, outages, upgrades, service changes, and incident events
• Serve as the escalation point and final reviewer for critical communications
• Ensure communications are clear, accurate, and accessible to nontechnical audiences
• Partner with IT leadership, project teams, and technical SMEs to align messaging with business and operational needs
• Coordinate communication timelines and approvals to support major programs and incident response activities
• Oversee the maintenance and evolution of the Service Desk knowledge base, ensuring articles are accurate, user-friendly, and updated in alignment with service changes
• Drive customer engagement strategies that increase awareness, adoption, and satisfaction with IT services
• Implement mechanisms to collect user feedback and translate insights into communication and knowledge-base improvements
• Ensure the team produces effective support content such as FAQs, self-help guides, and service related documentation
• Act as the primary liaison between IT service teams, business stakeholders, and organizational communications functions
• Provide communication guidance to IT leadership, including support for presentations, briefings, and campaign planning
• Collaborate with Service Management, Cybersecurity, Operations, and Project teams to proactively understand upcoming changes and risks

Requirements:

• 10+ years of experience
• Bachelor's degree in Communications, Marketing, IT, or related field; equivalent experience preferred
• Demonstrated experience leading communication, customer engagement, or IT service teams
• Strong written and verbal communication skills with the ability to tailor messaging for diverse audiences
• Proven ability to translate technical information into clear, concise, engaging content
• Understanding of IT operations, ITIL concepts, and technology terminology
• Strong organizational and project management skills, with ability to manage multiple concurrent priorities
• Professional presence and the ability to collaborate at all organizational levels
• Must be able to obtain and maintain a Department of Energy (DOE) security clearance
• Experience managing teams highly preferred
• Experience managing knowledge bases or self-service content preferred