Title: Customer Experience Operations Manager
State Role Title: Program Administration Manager
Hiring Range: $100,000 - $120,000
Pay Band: 5
Agency: VA Information Tech Agency
Location: VA Information Technologies
Agency Website: https://www.vita.virginia.gov/
Recruitment Type: General Public - G
Job Duties
The Virginia Information Technologies Agency (VITA) is excited to offer a competitive opportunity to serve as Customer Experience (CX) Operations Manager with the Customer Experience (CX) Division.
The Customer Experience (CX) Operations Manager serves as the operational leader responsible for designing, implementing, and sustaining the management systems, performance frameworks, and reporting mechanisms that enable the Customer Experience organization to function as an integrated enterprise governance capability.
The position ensures the consistent execution of statutory reporting, executive performance analytics, and cross-domain data integration supporting IT investment governance, contract risk management, and execution assurance.
The role operates horizontally across CX divisions to enable standardized processes, high-quality data, and enterprise-level visibility into CX-driven outcomes.
Customer Experience (CX) is to ensure that the Commonwealth’s technology investments, services, and delivery practices are strategically aligned, outcome-driven, and consistently deliver value to state agencies and the citizens they serve.
The CX area exists to strengthen the connection between business priorities and IT execution by integrating customer engagement, investment governance, project and program oversight, and service performance into a coherent enterprise operating model. Through disciplined planning, risk-informed governance, and data-driven decision-making, the CX area works to improve delivery predictability, reduce inefficiencies, and increase accountability across high-risk and high-value initiatives.
Join VITA at The Boulders in Richmond, VA, where innovation meets impact! As the Commonwealth’s leading IT agency, we’re connecting, protecting, innovating, and powering Virginia’s digital future through collaboration, creativity, and purpose. Our team thrives in a vibrant, customer-focused environment that values growth, accountability, and forward thinking — all while making technology work for every corner of Virginia.
Minimum Qualifications
Considerable Work-Related experience of public-sector governance, statutory reporting, and regulatory compliance processes.
Experience in developing, maintaining, and delivering executive-level performance reports, dashboards, and briefing materials.
Considerable Work-Related experience analyzing, reconciling, and synthesizing data from multiple organizational sources.
Considerable Work-Related experience interpreting policies, statutes, and executive requirements and translate them into operational reporting processes.
Considerable Work-Related experience managing operational workflows, documentation, and fixed deadlines in a complex organization.
Experience to communicate clearly and professionally with executive, legislative, and oversight audiences.
Considerable experience in supervising staff, assigning work, and evaluating performance.
Additional Considerations
Experience in IT governance, investment management, portfolio management, project management, or contract risk management environments.
Familiarity with Commonwealth of Virginia systems, reporting processes, or governance structures.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
This position is eligible for one (1) day telework.
Applicants must consent to a fingerprint background check.
The Commonwealth of Virginia welcomes all applicants authorized to work in the United States. Sponsorship is not provided; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work.
State applications and/or resumes will only be accepted as submitted online by 11:55 p.m. on the closing date through the state applicant tracking system. We will not accept applications, resumes, cover letters, etc. in any other format. Please refer to “Your Application” in your PageUp account to check the status of your application for this position. The decision to interview an applicant is based on the information provided in the application and/or resume.
Reasonable accommodations are available to persons with disabilities during the application and/or interview processes per the Americans with Disabilities Act.
VITA is a “Virginia Values Veterans” (V3) official certified state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard Member, we encourage you to apply and receive preference in the hiring process. AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply.
Contact Information
Name: VITA Human Resources
Phone: Recruitment@vita.virginia.gov
Email: Recruitment@vita.virginia.gov
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.