Customer Experience Operations Manager

Virginia Information Technologies Agency • Chesterfield, VA

3d

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees