Customer Experience Manager (SME)

Agile Defense is committed to delivering adaptive innovation to support national missions through advanced technologies. The Customer Experience Manager will enhance customer satisfaction by resolving issues efficiently and collaborating with design and development teams to improve product experiences based on customer feedback.

Responsibilities:

• Lead the onboarding process for new customers, ensuring a smooth transition and successful adoption of the platform
• Monitor and respond to customer inquiries across multiple support channels, resolving issues in a timely, professional, and customer-focused manner
• Build strong relationships with customers by providing guidance, troubleshooting assistance, and proactive support to enhance their overall experience
• Identify trends in customer feedback and recurring issues, and recommend improvements to products, services, and internal processes
• Maintain accurate documentation of customer interactions, issues, resolutions, and project-related feedback
• Serve as a Subject Matter Expert (SME) for upcoming projects by contributing customer insights during discovery, research, design, and development phases to ensure solutions align with customer needs and expectations
• Collaborate closely with cross-functional teams, including product, design, and development, to improve workflows, processes, and user experience
• Participate in quality assurance (QA) testing throughout the project lifecycle by validating features and functionality in a safe testing environment prior to release

Requirements:

• Bachelor's degree (BS/BA) preferred; Associate degree (AA/AS) accepted with 4 – 8 years of relevant military experience
• Minimum of 4 years of military aviation experience required, including backgrounds such as Pilot, Enlisted Aviator, or Aviation Resource Management
• Strong understanding of aviation operations, workflows, and customer support within a military or operational environment
• Excellent communication, problem-solving, and customer service skills with the ability to work effectively in a fast-paced environment
• Lead the onboarding process for new customers, ensuring a smooth transition and successful adoption of the platform
• Monitor and respond to customer inquiries across multiple support channels, resolving issues in a timely, professional, and customer-focused manner
• Build strong relationships with customers by providing guidance, troubleshooting assistance, and proactive support to enhance their overall experience
• Identify trends in customer feedback and recurring issues, and recommend improvements to products, services, and internal processes
• Maintain accurate documentation of customer interactions, issues, resolutions, and project-related feedback
• Serve as a Subject Matter Expert (SME) for upcoming projects by contributing customer insights during discovery, research, design, and development phases to ensure solutions align with customer needs and expectations
• Experience collaborating with cross-functional teams and supporting operational or mission-critical systems preferred
• Collaborate closely with cross-functional teams, including product, design, and development, to improve workflows, processes, and user experience
• Participate in quality assurance (QA) testing throughout the project lifecycle by validating features and functionality in a safe testing environment prior to release