Leidos was awarded the U.S. Air Force Cloud One Architecture and Common Shared Services contract, and currently has an opening for a Customer Experience Manager supporting AWS, Azure, Google, and Oracle clouds. This is an exciting opportunity to use your experience to modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.
Location:
This position will be hybrid remote. Candidates will be required to work onsite as needed. Preferred candidates will be located near Hanscom AFB (Boston, MA).
Primary Responsibilities Could Include:
As the Agile Manager, you will guide Agile teams through sprint planning, execution, and delivery, removing obstacles, fostering collaboration, and ensuring alignment with program goals. You’ll work closely with cloud engineers, cybersecurity analysts, and program leadership to drive continuous improvement and deliver value to the mission.
Key Responsibilities
Oversee customer experience and training activities for the program, including running the scrum-of-scrums
Lead a team of 5-10 personnel supporting customer experience / training
Utilize Customer Journey maps and conduct customer interviews for qualitative data
Conduct surveys and analyze data for quotative data
Design training materials/courses and refine content of already-developed artifacts
Coordinate and facilitate training sessions to customer representatives
Develop knowledge base data for self-service use
Suggest new chat operations or other services for implementation
Remove impediments and coordinate with stakeholders to ensure smooth project execution
Collaborate with technical leads to improve the customer experience through self-service and AI
Support cross-functional coordination across engineering, cybersecurity, and program management teams
Promote continuous improvement through feedback loops and process refinement
Ensure alignment with mission priorities and Leidos delivery standards
Technical Leadership
Partner with business stakeholders to implement and improve the customer experience
Track and report team progress
Present status and recommendations to executive leadership
Mentor, guide and supervise teams for customer experience and training
Act as the Customer Experience / Training Manager to assess employee performance, hire new employees, and ensure compliance with corporate training requirements
Minimum Qualifications
Bachelors and five (5) years or more of experience; Masters and three (3) years or more of experience. Additional experience may be accepted in lieu of degree.
2+ years of prior experience managing/leading teams/projects
Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment
US citizenship required
Excellent facilitation, communication, and stakeholder engagement skills
Experience working with technical teams in cloud, cybersecurity, or enterprise IT environments
Ability to work in a fast-paced, mission-driven environment
Familiarity with ServiceNow
Preferred Qualifications
Experience with USAF Cloud One or Platform 1
Familiarity with SAFe or other scaled Agile frameworks
Cloud certifications in AWS, Azure, Google, or Oracle clouds
Example certifications include: Industry Professional certification Certified Kubernetes Application Developer (CKAD), Kubernetes and Cloud Native Associate (KCNA), AWS Certified DevOps Engineer, Certified AWS SysAdmin, AWS Certified Advanced Networking, AWS Certified Security, Azure Developer Associate, Azure Solutions Architect
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If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.