Onboarding Quality & Experience Manager

Datawatch Systems; Bethesda (MD); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Medical insurance plans

Dental insurance

Vision insurance

FSA - Medical and Dependent Care

401K plan with discretionary match

529 Plan access

Employee Assistance Program

Commuter and parking benefit

Disability insurance (short/long-term)

Life and AD&D insurance (employer-paid

Voluntary life insurance for employee,

Voluntary portable accident, critical/

Hospital indemnity coverage

Annual performance evaluation

Paid holidays, sick and vacation

Tuition reimbursement

Job summary

Datawatch Systems in Bethesda, MD is seeking a Customer Experience Manager of Quality Assurance to lead the Onboarding/Offboarding quality program nationwide. You will mentor the Install Programming & Support team, provide real-time issue resolution for technicians, and drive process improvements to raise service quality.

The role requires 3–5 years in field service or technical support, plus experience with multi-layer ticketing, and knowledge of access control or security systems.

Qualifications

• Bachelor's degree preferred or equivalent experience in technical support.
• 3–5 years of experience in field service, technical support, or onboarding/offboarding management.
• Experience with a multi-layer ticketing system for processing client requests.
• Knowledge of access control, security systems, SaaS, or related technology environments.

Responsibilities

• Lead and mentor the Installation Programming & Support team, ensuring efficient internal support for Install Technicians & Customer Experience Representatives.
• Provide real-time assistance to technicians nationwide, assisting with installation challenges.
• Develop standards and procedures to enhance service quality for onboarding/offboarding processes.
• Collaborate with Install Technicians and Customer Experience teams to ensure seamless installations and troubleshooting.
• Establish KPIs and monitor performance data to improve service quality and efficiency.
• Oversee use of support systems and recommend improvements as needed.

Skills

Team leadership

Communication skills

Staffing planning

Technical acumen

Customer service

Access control systems

Education

Bachelor's degree preferred

Tools

Ticketing system

Job description

Datawatch Systems in Bethesda, MD is seeking a Customer Experience Manager of Quality Assurance to lead the Onboarding/Offboarding quality program nationwide. You will mentor the Install Programming & Support team, provide real-time issue resolution for technicians, and drive process improvements to raise service quality.

The role requires 3–5 years in field service or technical support, plus experience with multi-layer ticketing, and knowledge of access control or security systems.