Customer Experience Manager

Idaho National Laboratory; Idaho Falls (ID); On-site; USD 114,000 - 281,000; Full time

Job summary

Idaho National Laboratory seeks a senior IT leader to serve as the principal liaison for mission-centric teams, guiding IT requirements, strategic planning, and project initiation. You will partner with architecture, PMs, business analysts, and researchers to develop tailored IT capability roadmaps and drive enterprise-wide improvements.

Responsibilities include prioritizing inbound work, aligning with the Lab Plan, securing funding opportunities, and mentoring staff.

Qualifications

• Level 4/5 education/experience requirements.
• Experience with project management methodologies.
• Citizenship requirements per DOE O 142.3B.

Responsibilities

• Serve as principal intermediary for designated entities to guide IT capability roadmaps.
• Facilitate IT work prioritization with organizations and IT Business Operations.
• Collaborate with enterprise architecture to connect customer challenges to IT solutions.
• Develop strategic direction aligned with Lab Plan and pursue funding opportunities.

Skills

Project management

Strategic planning

Stakeholder engagement

Leadership

Enterprise architecture

Education

Bachelor’s degree + 9 years

Master’s degree + 6 years

PhD + 4 years

Bachelor’s degree +14 years

Master’s degree +8 years

PhD +6 years

Job description

Job Description

• Be the principal intermediary and definitive point of contact for designated mission-centric and support entities throughout the laboratory, addressing all aspects of information technology requirements, evaluations, strategic planning, and project initiation. IT Customer Experience Managers will engage intimately with their respective organizations, gaining a nuanced comprehension of their IT-related hurdles, areas of contention, and demands, to skillfully guide the development of tailored IT capability roadmaps.
• Work with assigned organization to facilitate IT work, this includes enhancements to existing systems, creating ideas for new full-scale projects, connecting with the appropriate IT resources to help achieve their needs (e.g. architecture, project managers, business analysts, and technical professionals).
• Facilitate prioritization discussions with assigned organizations and the IT Business Operations group to understand the customer priority of inbound work.
• Work with customers and the enterprise architecture team to connect the customers challenges to IT solutions.
• Use experience to guide strategic planning and implementation efforts in assigned directorate/department to support mission achievement. Define strategic direction based on reports or changes in regional areas.
• Develop strategies and implementation plans for collaborations which consider how to maximize positive impact on the mission within resource constraints of collaborators. Direct assigned strategic initiatives. Ensure projects include current and relevant factors from different perspectives and contexts; enrich relationships with DOE and INL staff to plan for and achieve results.
• Work with leadership to develop clear and actionable strategies and plans that are aligned with the Laboratory's strategy as defined in the "Lab Plan."
• Identify new funding opportunities and work with Division Directors, Department Managers, Program Development Office, and researchers to assemble teams to pursue appropriate opportunities.
• Participate in high-level activities for overall lab improvements. Provide broad perspective and guidance on a full range of mission enablement strategies and initiatives.
• Monitor and report performance against strategic objectives.
• Other duties as assigned.

Essential Job Functions and Responsibilities: (Knowledge, skills, and behaviors required for this position.)

• Be the principal intermediary and definitive point of contact for designated mission-centric and support entities throughout the laboratory, addressing all aspects of information technology requirements, evaluations, strategic planning, and project initiation. IT Customer Experience Managers will engage intimately with their respective organizations, gaining a nuanced comprehension of their IT-related hurdles, areas of contention, and demands, to skillfully guide the development of tailored IT capability roadmaps.
• Work with assigned organization to facilitate IT work, this includes enhancements to existing systems, creating ideas for new full-scale projects, connecting with the appropriate IT resources to help achieve their needs (e.g. architecture, project managers, business analysts, and technical professionals).
• Facilitate prioritization discussions with assigned organizations and the IT Business Operations group to understand the customer priority of inbound work.
• Work with customers and the enterprise architecture team to connect the customers challenges to IT solutions.
• Use experience to guide strategic planning and implementation efforts in assigned directorate/department to support mission achievement. Define strategic direction based on reports or changes in regional areas.
• Develop strategies and implementation plans for collaborations which consider how to maximize positive impact on the mission within resource constraints of collaborators. Direct assigned strategic initiatives. Ensure projects include current and relevant factors from different perspectives and contexts; enrich relationships with DOE and INL staff to plan for and achieve results.
• Work with leadership to develop clear and actionable strategies and plans that are aligned with the Laboratory's strategy as defined in the "Lab Plan."
• Identify new funding opportunities and work with Division Directors, Department Managers, Program Development Office, and researchers to assemble teams to pursue appropriate opportunities.
• Participate in high-level activities for overall lab improvements. Provide broad perspective and guidance on a full range of mission enablement strategies and initiatives.
• Monitor and report performance against strategic objectives.
• Other duties as assigned.

Required: Education, Credentials, and Work Experience

• Level 4 - Education/Experience: Bachelor’s and 9 years. Master’s and 6 years. PhD and 4 years.
• Level 5 - Education/Experience: Bachelor’s and 14 years. Master’s and 8 years. PhD and 6 years
• Experience working with project management methodologies.
• Applicants are subject to the requirements of DOE O 142.3B, Unclassified Foreign National Access Program.
• Applicants are subject to the requirements of DOE O 142.3B, Unclassified Foreign National Access Program and require that applicants have U.S. citizenship.

Preferred Experience

• Experience working with a research organization

Physical Requirements

While performing the duties of this classification, the employee is frequently required to stand, walk, sit, stoop, kneel, bend, use hands to handle materials, manipulate tools, keyboard and type, reach with hands and arms, and operate job-related equipment. The employee must occasionally lift and/or move up to 50 pounds with assistance. Sufficient visual acuity and hearing capacity to perform the essential functions and interact with the public is required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Job Information

• The pay range for this position is: Level 4 ($114,360 - $234,366 ) / Level 5 ($137,076 - $281,196). At Idaho National Laboratory compensation decisions are determined using factors such as education, relevant experience, and other credentials.
• You are required to show a demonstrated commitment to valuing diversity and contributing to an inclusive working environment.
• Multi-Level: This is a multi-level posting and you will be placed at the appropriate level dependent on depth and breadth of proven experience and skills

Working Conditions

The work environment is an office environment. The noise level is generally moderate; however, may be exposed to loud noises on occasion.M ay be exposed to discomforts associated with constant monitoring of computer video display screens. Intermittent exposure to stress because of human behavior and various responsibilities. Position requires working more than 8 hours/day, irregular hours, and working alone.

The above statements are intended to describe the general nature and levels of work being performed by people assigned to this classification.They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Security And Privacy Language

This position includes information security and privacy responsibilities as defined by NIST SP 800 53, OMB Circular A 130, and DOE Order 206.1A. Position must complete initial and annual role-specific training as required. The incumbent must sign and comply with all required access agreements prior to being granted access to organizational systems or data. Comply with all applicable information security and privacy policies and procedures by following established protocols, with an understanding that non-compliance may result in sanctions.

LevelDefiners

EX4 – Senior

• Knowledge: Technical leader with a high degree of knowledge in the overall field and recognized expertise in specific areas. Has wide-ranging experience. Uses professional concepts and company objectives to solve complex issues in creative and effective ways. Interfaces with and mentor junior staff.
• Problem Solving: Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Discretion and Latitude: Work is performed without appreciable direction. Determines methods and procedures on new assignments and may coordinate activities of other personnel (Lead). Exercises considerable latitude in determining objectives of assignment.
• Impacts: Guides the successful completion of major programs and may function in a project leadership role. Erroneous decisions or recommendations would typically result in failure to achieve organizational objectives.
• Liaison: Represents organization as prime contact on projects or work. Interacts with senior internal personnel on significant matters often requiring coordination between organizations. Networks with key contacts outside own area or expertise.
• Education/Experience: Bachelor’s and 9 years. Master’s and 6 years. PhD and 4 years.

EX5 – Expert (Barriers to entry such as Charters and committees exist at this level):

• Knowledge: Recognized organization ‑ wide expert. Has broad expertise or unique knowledge. Uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways. Interfaces with and mentor junior staff and some senior staff.
• Problem Solving: Works on significant and unique issues and provides solutions which are highly innovative and ingenious and where analysis requires evaluation of intangibles.
• Discretion and Latitude: Acts independently or works under consultative direction toward predetermined long-range goals and objectives. Assignments are often self-initiated. Determines and pursues courses of action necessary to obtain desired results. Work reviewed through consultation and/or agreement with others rather than by formal review of superior.
• Impacts: Develops advanced ideas and guides their development. Erroneous decisions or recommendations would typically result in failure to achieve critical organizational objectives.
• Liaison: May serve as organizational spokesperson on advanced projects and/or programs. Acts as advisor to management and customers. Creates formal networks involving coordination among groups.
• Education/Experience: Bachelor’s and 14 years. Master’s and 8 years. PhD and 6 years.