Customer Experience Manager with Security Clearance

Overview Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit . Empower AI is proud to be recognized as a 2022 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company''s commitment to hiring and supporting active-duty and veteran employees. Responsibilities Empower AI: As the Customer Experience Manager, you will be a key member of the Empower AI team providing support to the U.S. Copyright Office Contact Center. The Copyright Office is a separate federal department within the Library of Congress and is the principle advisor to Congress on national and international copyright matters. The Copyright Office requires the establishment of an enterprise-wide, centralized, front-door contact center with an ecosystem of supporting infrastructure, technology, and organizational management that provides internal and external customers with timely, accurate, and consistent services. The Empower AI team will develop a turnkey technical and operational solution that enables all Copyright customers to engage and transact with Copyright through a single front-door multi-channel contact center that will achieve the following Copyright Office objectives: Contact Center Operations Optimization; Copyright Customer Experience Improvement; Implementation of Best-in-class Technologies and Tools; Application of Robust Data Analytics; Project and Change Management; and Development of a Robust Knowledge Management Solution. Highlights of Responsibilities: * Develop processes for each step of the customer lifecycle. * Build relationships with clients and seek feedback to improve overall client experience. * Identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness. * Research ongoing innovations in technology and business processes to improve the customer experience and improve efficiencies. * Establish consistent customer experience across the agency through the implementation of standardized operating procedures (SOPs) and Key Performance Indicators (KPIs). * Enable Copyright to measure customer satisfaction levels, Service Level Agreements (SLAs) to facilitate continuous improvement. * Facilitate excellent customer service by establishing a customer experience plan, customer satisfaction surveys, and continuous quality improvement (CQI). * Establishment of reporting capabilities and standards for customer interaction data tracking, sharing, and analytics to inform strategies for continuous optimization of Copyright''s contact center and programs. * Establish and maintain a customer experience portal. * Support establishing Tier 0 (Self-service) customer support that will provide constituents access to CRM/KM system independent of agent assistance. * Collect real-time customer feedback via all interaction channels (e.g., phone, email, and chat) in both English and Spanish. Evaluate, develop a contract center customer experience plan to detail a strategy for managing customer feedback surveys/results. * Report to Project Manager * Serve on Agile Team with Technology Manager/ISSO as Scrum Master. Qualifications Minimum Requirements: * Education/Experience: Bachelors degree, 10 - 15 years of relevant experience * Clearance: Public Trust * Certification: Scrum Master Preferred Qualifications: * Computing environment Certification: One of the following active certifications - Project Management Institute (PMI) Project Management Professional, or Program Management Professional (PgMP). * ITIL® Foundation certification or ITIL® v3 Practitioner or ITIL® V4 equivalent certification. Physical Requirements: * Sitting for long periods * Standing for long periods * Ambulate throughout an office * Ambulate between several buildings * Stoop, kneel, crouch, or crawl as required * Travel by land or air transportation 25% or less About Empower AI It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations . Empower AI is a VEVRAA Federal Contra ctor.

Created: 2025-11-15