Chief, Customer Experience Portfolio Office

Join the Defense Information Systems Agency (DISA), where we deliver the secure IT and communications capabilities that keep our Nation’s Warfighters and senior leaders connected anytime, anywhere. Within Hosting and Compute (J9), our mission is to develop and deliver flexible, scalable, and secure hybrid cloud solutions and professional services to enable technological superiority to the Department of War.

Position Overview:

• Lead a portfolio of customer-facing technology and service capabilities to maximize mission value, customer outcomes, and return on investment.
• Establish the customer experience strategy, priorities, and performance measures in alignment with organizational goals.
• Direct the planning, budgeting, and allocation of resources across the portfolio to improve performance and manage risk.
• Define and monitor key performance indicators, including customer satisfaction, service adoption, retention, cost, and portfolio value.
• Use data, dashboards, and trend analysis to identify issues, assess performance, and recommend improvements.
• Develop and present clear business cases, investment recommendations, and performance updates to senior leaders.
• Lead, mentor, and evaluate managers and team leads; set expectations and build a high-performing, customer-focused organization.
• Build partnerships with customers, senior leaders, internal teams, and external stakeholders to advance shared priorities.
• Align cross-functional teams on customer needs, delivery priorities, resources, and implementation plans.
• Resolve operational conflicts, competing priorities, and resource constraints that could affect service delivery or customer outcomes.

Salary: $126,384 to $164,301 per year (Listed salary reflects base pay. Final compensation will be adjusted according to the locality rate for the selected candidate’s duty location. TLMS is not authorized for this position.)

Location: Hiring location to be any of the J9 CONUS locations:
Montgomery, AL;
Chambersburg, PA;
Mechanicsburg, PA;
Oklahoma City, OK;
Ogden, UT;
San Antonio, TX;
Denver, CO;
Columbus, OH;
Ft Meade, MD;
Crystal City, VA.

Major Duties:

• Lead a portfolio of customer-facing technology and service capabilities to maximize mission value, customer outcomes, and return on investment.
• Establish the customer experience strategy, priorities, and performance measures in alignment with organizational goals.
• Direct the planning, budgeting, and allocation of resources across the portfolio to improve performance and manage risk.
• Define and monitor key performance indicators, including customer satisfaction, service adoption, retention, cost, and portfolio value.
• Use data, dashboards, and trend analysis to identify issues, assess performance, and recommend improvements.
• Develop and present clear business cases, investment recommendations, and performance updates to senior leaders.
• Lead, mentor, and evaluate managers and team leads; set expectations and build a high-performing, customer-focused organization.
• Build partnerships with customers, senior leaders, internal teams, and external stakeholders to advance shared priorities.
• Align cross-functional teams on customer needs, delivery priorities, resources, and implementation plans.
• Resolve operational conflicts, competing priorities, and resource constraints that could affect service delivery or customer outcomes.

Key Skills

• Strategic Leadership — Ability to set a clear customer experience vision, establish priorities, and translate strategy into measurable results.
• Customer Experience Leadership — Deep understanding of customer-focused service delivery, customer satisfaction, adoption, retention, and service improvement.
• IT Portfolio Management — Ability to manage a portfolio of technology investments across the full…