Customer Experience Manager

Scalable Sourcing; Herndon (VA); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Scalable Sourcing is seeking a Customer Experience Manager to lead end-to-end functional consulting for Travel & Expense systems, focusing on SAP Concur implementations for Federal Government and DoD clients. You will engage stakeholders, map business processes, configure the system, and coordinate testing and integration efforts.

The role combines consulting with client engagement and supports post-go-live stabilization, delivering data-driven insights and improved user experiences within an

Qualifications

• U.S. Citizenship required.
• Experience with Federal Government or DoD clients.
• Experience with Travel & Expense systems; SAP Concur preferred.
• Proven track record in end-to-end functional consulting.
• Experience working in Agile teams.

Responsibilities

• Lead end-to-end functional consulting activities, including requirements gathering and system configuration.
• Engage with government stakeholders, present recommendations, and manage expectations.
• Translate agency requirements into functional specifications and service design artifacts.
• Coordinate testing, integrations, and defect resolution across the system.
• Support post-go-live stabilization and user experience improvements.
• Analyze operational data and create visual insights for project decisions.

Skills

Travel & Expoience knowledge

Federal government experience

Agile methodologies

Functional consulting

Client engagement

Requirements gathering

Business process mapping

Data visualization

Tools

SAP Concur

Excel

Word

Job description

Customer Experience Manager (SAP Concur / T&E Functional Consultant)

Location: Herndon, VA (Onsite 4 days/week if local) OR Remote

Position Type: Contract, FTE

Travel: 0%

Citizenship: Sole U.S. Citizenship Required

Clearance: Clearable to Federal Public Trust/MBI

Your expertise in Travel & Expense systems can help government agencies move from business requirements to practical, compliant solutions—and support their users through implementation and beyond.

As a Customer Experience Manager, you’ll combine functional consulting with client engagement, helping Federal Government and Department of Defense stakeholders shape processes, navigate implementation, and improve the experience after go-live. Working with an Agile team, you’ll connect agency needs with system configuration, testing, integration coordination, and ongoing support.

This opportunity gives you influence across the implementation lifecycle, direct engagement with government stakeholders, and the chance to see your recommendations translate into better day-to-day workflows.

Key Responsibilities

• Functional Consulting: Lead end-to-end functional consulting activities, including requirements gathering, business process design, system configuration, testing, and integration coordination.

• Client Engagement: Facilitate working sessions with government stakeholders, present strategic recommendations, and manage client expectations throughout project workstreams.

• Solution Architecture & Artifacts: Translate complex agency requirements into functional specifications, service design artifacts, and compliant T&E configurations.

• System Testing & Support: Coordinate functional testing, integration workflows, defect resolution, and overall system quality assurance.

• Post-Go-Live Support: Assist with system stabilization, user experience optimization, and ongoing customer experience enhancements.

• Data Visualization: Analyze operational data and develop visual insights to support project decisions and client deliverables.

Qualifications & Requirements

• U.S. Citizenship: Must be a U.S. Citizen solely.

• Federal Experience: Demonstrated background working with Federal Government or DoD clients.

• Domain Experience: Experience withTravel and Expense (T&E) systems is required; hands-on experience with SAP Concur is strongly preferred.

• Functional Consulting: Proven track record in system implementation, requirements gathering, and business process mapping.

• Hands-on experience working in Agile team environments.

Core Competencies & Tools:

• Technical Tools: High proficiency with Microsoft Excel and Microsoft Word.

• Communication: Exceptional verbal and written communication skills with experience presenting recommendations to large teams and client leaders.

• Systems Integration: Solid knowledge of integration concepts, service design principles, and process management.

Work Environment & Logistics

• Onsite Requirements: Candidates local to Herndon, VA are preferred and will be required to work onsite at least 4 days per week.

• Remote Flexibility: Full remote work is accepted for candidates outside the local Herndon, VA commuting area.