Customer Experience Manager

The Squires Group, Inc.; Washington (District of Columbia); Hybrid; USD 85,000 - 121,000; Full time

Benefits offered by this job

PTO

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) plan

Long-term disability

Job summary

The Squires Group, Inc. seeks a Customer Experience Manager to lead functional consulting for a large federal Travel & Expense modernization initiative, serving civilian agencies.

You will guide stakeholders through implementation and post-production support to deliver high-quality customer experiences and business outcomes. Candidates local to Herndon, VA are preferred and will work onsite four days per week; remote options are considered, but West Coast applicants will not be considered.

Qualifications

• Experience within the Travel & Expense industry.
• Hands-on experience with functional consulting and system implementation projects.
• Experience with requirements gathering, system configuration, testing, integration coordination, and production support.
• Experience managing project activities or workstreams and collaborating with cross-functional teams.
• Experience presenting findings, recommendations, and solutions to clients and stakeholders.
• Knowledge of business process design, system implementation methodologies, and functional testing practices.
• Experience working in Agile delivery environments.
• Ability to analyze data and translate stakeholder needs into functional requirements and user-focused solutions.
• Understanding of integration concepts, system design principles, and business process management.
• Experience supporting Federal Government or DoD clients preferred.
• U.S. Citizens able to obtain a Public Trust Clearance.

Responsibilities

• Lead functional consulting activities, including requirements gathering, system configuration, testing, and implementation support.
• Partner with agency stakeholders to translate business needs into effective travel and expense solutions.
• Facilitate workshops, working sessions, and stakeholder meetings to drive decision-making and issue resolution.
• Coordinate integration, testing, and deployment activities across functional and technical teams.
• Support project workstreams, track requirements, and contribute to solution delivery in an Agile environment.
• Analyze feedback and operational data to identify opportunities for customer experience improvements and process optimization.
• Support post-go-live stabilization, user adoption, and continuous improvement initiatives.

Skills

Travel & Expense domain

Stakeholder management

Functional consulting

Agile delivery

Data analysis

Presentation skills

Cross-functional collaboration

Job description

Customer Experience Manager

TSGi is seeking a Customer Experience Manager to support a large-scale federal travel and expense modernization initiative serving civilian government agencies. This role serves as a functional consultant and trusted advisor, helping agencies successfully adopt and utilize travel and expense solutions throughout implementation and post-production support. The ideal candidate will combine Travel & Expense domain expertise, strong stakeholder management skills, and experience leading functional workstreams to deliver high-quality customer experiences and business outcomes.

Candidates local to Herndon, VA are preferred and will be expected to work onsite four (4) days per week. Fully remote candidates will also be considered; however West Coast candidates will not be considered.

Per our Federal government contract, candidates must be U.S. Citizens able to obtain a Public Trust Clearance.

Responsibilities

• Lead functional consulting activities, including requirements gathering, system configuration, testing, and implementation support.
• Partner with agency stakeholders to translate business needs into effective travel and expense solutions.
• Facilitate workshops, working sessions, and stakeholder meetings to drive decision-making and issue resolution.
• Coordinate integration, testing, and deployment activities across functional and technical teams.
• Support project workstreams, track requirements, and contribute to solution delivery in an Agile environment.
• Analyze feedback and operational data to identify opportunities for customer experience improvements and process optimization.
• Support post-go-live stabilization, user adoption, and continuous improvement initiatives.

Qualifications

• Experience within the Travel & Expense industry.
• Hands-on experience with functional consulting and system implementation projects.
• Experience with requirements gathering, system configuration, testing, integration coordination, and production support.
• Experience managing project activities or workstreams and collaborating with cross-functional teams.
• Experience presenting findings, recommendations, and solutions to clients and stakeholders.
• Knowledge of business process design, system implementation methodologies, and functional testing practices.
• Experience working in Agile delivery environments.
• Ability to analyze data and translate stakeholder needs into functional requirements and user-focused solutions.
• Understanding of integration concepts, system design principles, and business process management.
• Experience supporting Federal Government or DoD clients preferred.
• Per our Federal government contract, candidates must be U.S. Citizens able to obtain a Public Trust Clearance.

Compensation

• W2 Hourly rate starts at $75. Pay rates are based on experience, qualifications, location, and certifications, and are subject to change at any time.
• Benefits vary by compensation type and may include paid time off (PTO), medical, dental, and vision coverage, life insurance, long-term disability insurance, a 401(k) plan, and additional optional benefits.

4 Reasons To Join The Squires Group, Inc.

• Our Commitment to You - We offer competitive pay, multi-year projects, and a list of exciting clients.
• Work-Life Balance - We work hard; we work smart and have quality time for family and "life."
• Golden Rule - We treat our consultants the way we want to be treated: with integrity, professionalism, and trust.
• We Care About You - We help you meet your career goals and continuously support your efforts in the field.

The Squires Group, Inc. is an Equal Opportunity/Affirmative Action Employer.