Senior Customer Experience Lead | TS/SCI Poly

Steel Point Solutions; Fort Meade (MD); On-site; USD 131,000 - 138,000; Full time

Job summary

Steel Point Solutions is seeking a Customer Experience Manager to oversee and enhance client interactions at all touchpoints. You will align service delivery with client expectations and collaborate with internal teams to drive initiatives improving engagement and retention.

Qualifications include a Bachelor’s in business/marketing, 5+ years in customer experience, and an active TS/SCI poly clearance. We encourage HUBZone candidates to apply and emphasize a comprehensive approach to client

Qualifications

• Bachelor’s degree in business, marketing, or related field.
• 5+ years in customer experience management or related roles with demonstrated impact.
• Active Top Secret SCI Poly clearance is required.

Responsibilities

• Oversee end-to-end customer experience to ensure positive client interactions.
• Serve as primary client contact, addressing inquiries and issues to maintain satisfaction.
• Monitor KPIs and analyze feedback to identify improvement opportunities.
• Evaluate and improve customer service processes and workflows.
• Prepare and present reports on customer experience metrics and trends.
• Provide training and support to team members on service best practices.
• Identify opportunities for client retention and growth with cross‑team collaboration.

Skills

Customer Experience Management

Client Relationship Management

Analytical Skills

Problem-Solving

Process Improvement

Communication

Leadership

Education

Bachelor’s degree in Business Administration, Marketing, or a related field

Active Top Secret SCI Poly Clearance

Job description

Steel Point Solutions is seeking a Customer Experience Manager to oversee and enhance client interactions at all touchpoints. You will align service delivery with client expectations and collaborate with internal teams to drive initiatives improving engagement and retention.

Qualifications include a Bachelor’s in business/marketing, 5+ years in customer experience, and an active TS/SCI poly clearance. We encourage HUBZone candidates to apply and emphasize a comprehensive approach to client