Leverage AI-driven analytics and business intelligence platforms to interpret customer behavioral patterns and needs, uncover trends, and drive engagement improvements. Develop and implement customer-centric policies, standard operating procedures, and process flows to enhance service quality. Oversee customer support operations, ensuring service delivery excellence and consistent client satisfaction by managing both local and global service teams across international markets, including Asia. Work with a team of customer representatives, providing coaching, performance feedback, and professional development support. Track and analyze customer feedback and KPIs to identify trends and drive continuous improvement initiatives. Collaborate with sales, marketing, and product development teams to align customer needs with business goals. Conduct customer-journey mapping and apply data analytics to improve touchpoints and retention rates. Prepare dashboards and executive reports that highlight key service performance indicators and strategic outcomes. Manage omni-channel customer interactions across conventional and digital platforms to ensure consistent experience delivery. Apply company security guidelines and data-handling standards to support customer data protection and operational reliability. Support data governance standards by ensuring accuracy, consistency, and proper handling of customer records across internal systems. Conduct limited risk assessments related to customer data handling and recommend mitigation actions in coordination with technical teams. Serve as liaison between business and technical teams to ensure clear communication on data protection policies and compliance awareness. Lead or contribute to training sessions, customer engagement programs, and internal awareness campaigns that promote data-driven and customer-focused culture. Identify process inefficiencies and lead structured continuous improvement initiatives—such as Kaizen—to optimize customer workflows and reduce service friction. Apply Voice-of-Customer (VOC) insights and industry best-practice methodologies to identify service gaps, uncover customer needs, and support strategic service improvements. Provide strategic recommendations to senior leadership based on trends identified in customer data, service metrics, and operational performance. Manage department budgets, allocate resources effectively, and ensure timely delivery of customer-experience initiatives. Support adoption and integration of new customer-experience technologies, ensuring smooth deployment into existing service workflows and user processes. Communicate efficiently with clients and internal cross-functional teams to support coordinated service delivery, maintain accurate documentation, and provide progress updates through collaborative tools. Worksite: Bethesda, MD. Telecommuting available. Offered Wage: $189,488.00/yr. Benefits: Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, AD&D Insurance, Disability Insurance, HSA, Flexible Spending Accounts (Healthcare and Dependent Care), Telemedicine and Preventive Care Programs, Mental and Behavioral Health Support Programs, EAP, Commuter Benefits are also provided. Bachelor’s degree plus 4 years of experience required. Send resume using reference code 1745 to: