Senior Quality Manager

CACI; Reston (VA); On-site; USD 104,000 - 218,000; Full time

Job summary

CACI seeks a Senior Quality Manager to lead the GMOS contract for the Department of State. You will guide a high-performing team to develop and manage QMPs, QA programs, and performance metrics for 40,000+ users in a large IT/service environment.

The role requires a BA/BS and 8+ years, active Secret clearance, and a proven record of continuous improvement, customer experience programs, SOPs, and ITSM applications.

Qualifications

• BA/BS degree required; 8+ years of related experience or equivalent
• Active Secret clearance required
• Experience developing, implementing, and managing Quality Management Plans (QMPs) and quality control processes
• Experience establishing and managing performance metrics, KPIs, and SLAs
• Experience analyzing performance data and conducting root cause analysis
• Experience leading continuous improvement initiatives using data and customer feedback
• Experience developing customer experience programs and surveys
• Experience maintaining SOPs, knowledge management, and training materials
• Strong knowledge of IT Service Management (ITSM) principles and implementation
• Ability to communicate results to senior leadership and drive cross-functional accountability

Responsibilities

• Leads development, implementation, and maintenance of comprehensive QMP across contract activities
• Ensures services meet Government requirements and Federal policies
• Leads collaboration with stakeholders to identify operational services requiring Performance Metrics
• Develops performance metrics aligned with objectives and compliance
• Develops customer experience program including surveys and NPS
• Develops knowledge management, SOPs, and lessons learned
• Implements continuous improvement using performance data and feedback
• Acts as technical expert across major assignments and may supervise others

Skills

Quality Management

QMPs

ITSM

KPIs

SLAs

Root Cause Analysis

Continuous Improvement

Customer Experience

SOPs

Training Materials

Leadership

Communication to Leadership

Education

BA/BS degree

Tools

ITSM tools

Job description

Job Title: Senior Quality ManagerJob Category: EngineeringTime Type: Full timeMinimum Clearance Required to Start: SecretEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *

The Opportunity:

CACI is seeking a Senior Quality Manager for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.

This opportunity is contingent upon award

Responsibilities:

• Leads development, implementation, and maintenance of comprehensive QMP across all contract activities supporting 40,000+ users

• Ensures all services, deliverables, and performance outcomes meet or exceed Government requirements and applicable Federal policies

• Leads collaboration with stakeholders to identify operational services requiring Performance Management Metrics proposing continuous improvement methodology

• Develops comprehensive performance metrics consistent with organizational objectives and compliance standards

• Develops comprehensive customer experience program including transactional surveys, relationship surveys, NPS metrics, and action plans

• Develops comprehensive KMP including contractor SOPs, internal quality control procedures, training materials, and lessons learned

• Implements continuous improvement methodology using performance data and customer feedback to drive service enhancements

• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments, plans and leads major technical assignments, and functions as a technical expert across multiple project assignments; may supervise others

Qualifications:

Required –

• BA/BS degree and 8+ years of related experience; additional relevant experience may be considered in lieu of degree requirements

• Active Secret clearance

• Demonstrated experience developing, implementing, and managing Quality Management Plans (QMPs), quality assurance programs, and quality control processes within large-scale IT or service delivery environments

• Experience in establishing and managing performance metrics, KPIs, SLAs, quality thresholds, and reporting frameworks used to measure contractual and operational performance

• Proven experience analyzing performance data, identifying trends and service deficiencies, conducting root cause analysis, and implementing corrective and preventive actions

• Demonstrated experience leading continuous improvement initiatives using quantitative performance data, customer feedback, lessons learned, and industry best practices to improve service quality and operational effectiveness

• Experience developing or managing customer experience and satisfaction programs, including surveys, performance feedback, trend analysis, and measurable improvement plans

• Experience developing and maintaining SOPs, internal quality control procedures, knowledge management practices, training materials, and lessons-learned repositories

• Strong knowledge of IT Service Management (ITSM) principles, tools, and methodologies and their application to quality, performance, and service delivery management

• Demonstrated ability to communicate quality and performance results to senior leadership and Government stakeholders and drive cross-functional accountability for corrective actions and service improvements

Desired –

• Prior experience supporting federal agencies, especially the Department of State

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is:

$103,800 - $218,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.