Customer Experience Manager

Battelle Energy Alliance; Idaho Falls (ID); On-site; USD 114,000 - 281,000; Full time

Benefits offered by this job

Relocation package

Comprehensive benefits package

Job summary

Battelle Energy Alliance seeks an experienced IT Customer Experience Manager to serve as the main liaison for mission-centric units, guiding IT capability roadmaps and strategic planning. You will partner with architecture and project teams to translate customer needs into IT solutions.

You will drive prioritization, identify funding opportunities, and lead multi-level initiatives aligned with the Lab Plan, ensuring measurable outcomes and compliance with DOE and INL requirements.

Qualifications

• Level 4/5 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 DOE O 142.3B requirements and U.S. citizenship.

Responsibilities

• 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.
• Work with assigned organization to facilitate IT work, including enhancements to existing systems and creation of new full-scale projects.
• Facilitate prioritization discussions with assigned organizations and the IT Business Operations group to understand customer priorities.
• Work with customers and the enterprise architecture team to connect challenges to IT solutions.
• Use experience to guide strategic planning and implementation efforts in the assigned directorate/department.
• Develop strategies and implementation plans for collaborations considering resource constraints and DOE/INL relationships.
• Collaborate with leadership to align strategies with the Laboratory's Lab Plan.
• Identify new funding opportunities and assemble teams to pursue them.
• Participate in high-level activities for overall lab improvements and monitor performance against strategic objectives.
• Other duties as assigned.

Skills

Project management methodologies

Education

Bachelor's degree

Master's degree

PhD

Job description

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.

Education, Credentials, and Work Experience:

Required

• 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. May 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.

Benefits and Relocation

• Medical, Dental, Vision, and Flexible Spending Accounts


• 401(k) with a 4.2% employer contribution and up to 4.8% match (regular positions) or self-contribute access (postdoctoral positions)


• Paid time off (personal leave)


• Employee Education Program (tuition assistance for eligible positions)


• Comprehensive Relocation Package


• Benefit eligibility subject to multiple factors, including employment status and position classification.

At this time, BEA will not sponsor any H1-B visas obtained outside of the United States of America (U.S.A.), including consular visas.

INL is a science-based, applied engineering national laboratory dedicated to supporting the U.S. Department of Energy's mission in nuclear energy research, science, and national defense. With more than 6,300 scientists, researchers, and support staff, the laboratory works with national and international governments, universities and industry partners to change the world's energy future and secure our nation's critical infrastructure.

INL Mission:

Our mission is to discover, demonstrate and secure innovative nuclear energy solutions, other clean energy options and critical infrastructure.

INL Vision:

Our vision is to change the world's energy future and secure our nation's critical infrastructure.

Selective Service Requirements:

To be eligible for employment at INL males born after December 31, 1959 must have registered with the Selective Service System (SSS). For more information see www.sss.gov.

Equal Employment Opportunity:

Idaho National Laboratory (INL) is an Equal Employment Opportunity (EEO) employer. It is the policy of INL to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Reasonable Accommodation:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [e-mail] to request accommodation.