Customer Experience Manager

SPG; Herndon (VA); Hybrid; USD 100,000 - 130,000; Full time

Job summary

SPG is seeking a Customer Experience Manager to lead SAP Concur and Travel & Expense functional consulting for Federal Government and DoD clients. The role blends business process design, system configuration, testing, and ongoing support in a fast-paced Agile environment.

The position requires US citizenship and experience with federal projects; on-site requirements apply for local candidates (Herndon, VA) with remote flexibility for others.

Qualifications

• U.S. Citizenship required and sole citizenship for federal work.
• Federal Government or DoD client experience is highly valued.
• Experience with Travel & Expense (T&E) systems; SAP Concur preferred.
• Strong track record in system implementation, requirements gathering, and business process mapping.
• Experience working in Agile teams and collaborating with stakeholders.

Responsibilities

• Lead end-to-end functional consulting activities including requirements gathering, business process design, configuration, testing, and integration coordination.
• Facilitate working sessions with government stakeholders, present strategic recommendations, and manage client expectations across workstreams.
• Translate agency requirements into functional specifications and design artifacts for compliant T&E configurations.
• Coordinate functional testing, integration workflows, defect resolution, and overall QA.
• Provide post-go-live support and user experience enhancements, with ongoing client engagement.
• Develop data visualizations to support project decisions and client deliverables.

Skills

Functional consulting

Client engagement

Requirements gathering

Business process mapping

Agile teamwork

Tools

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.