Customer Experience Manager

JobFormance LLC; Herndon (VA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

JobFormance LLC seeks a Customer Experience Manager to guide Federal Government clients through SAP Concur T&E implementations. You will blend functional consulting with client engagement, shaping processes and configurations with DoD stakeholders, across the implementation lifecycle.

This role provides direct government engagement, system integration coordination, testing oversight, and post-go-live enhancements, delivering improved workflows and user experiences.

Qualifications

• U.S. Citizenship required.
• Federal Government / DoD client experience preferred.
• Travel & Expense (T&E) systems expertise; SAP Concur knowledge advantageous.
• Experience with system implementation, requirements gathering, and business process mapping.
• Hands-on work in Agile teams.

Responsibilities

• Lead end-to-end functional consulting activities, including requirements gathering and process design.
• Facilitate working sessions with government stakeholders and manage client expectations.
• Translate agency requirements into functional specifications and service design artifacts.
• Coordinate testing, integrations, defects, and QA activities.
• Provide post-go-live support and user experience improvements.
• Analyze data and develop visual insights to support project decisions.

Skills

T&E systems

SAP Concur

Federal government experience

DoD experience

Agile

System implementation

Tools

SAP Concur

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.