Customer Experience Manager (SME)

About Agile Defense At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next. Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests. Requisition #: 1599 Job Title: Customer Experience Manager (SME) Location: Remote Clearance Level: Secret, Must Have Ability to Obtain a Clearance Our Core Values Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are. Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do. Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated. Honest - Be Trustworthy.Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support. Humble - Be Grounded.Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task. Hungry - Be Eager.Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges. Hustle - Be Driven.Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities Job Description As Customer Experience Manager, you will play a key role in delivering an exceptional experience for our customers by resolving issues efficiently, providing proactive support, and ensuring they get the most value from our product. You will serve as a trusted advocate for customers, helping create positive interactions that build long-term satisfaction and loyalty. In this role, you will also collaborate closely with Puckboard’s design and development teams to improve processes, workflows, and product experiences based on customer feedback and needs. Your insights will help shape solutions that enhance usability, streamline operations, and continue to elevate the overall customer experience. Education and Background Bachelor’s degree (BS/BA) preferred; Associate degree (AA/AS) accepted with 4 – 8 years of relevant military experience. Minimum of 4 years of military aviation experience required, including backgrounds such as Pilot, Enlisted Aviator, or Aviation Resource Management. Strong understanding of aviation operations, workflows, and customer support within a military or operational environment. Experience collaborating with cross-functional teams and supporting operational or mission-critical systems preferred. Excellent communication, problem-solving, and customer service skills with the ability to work effectively in a fast-paced environment. Years of Experience 5-10 years Required Skills Lead the onboarding process for new customers, ensuring a smooth transition and successful adoption of the platform. Monitor and respond to customer inquiries across multiple support channels, resolving issues in a timely, professional, and customer-focused manner. Build strong relationships with customers by providing guidance, troubleshooting assistance, and proactive support to enhance their overall experience. Identify trends in customer feedback and recurring issues, and recommend improvements to products, services, and internal processes. Maintain accurate documentation of customer interactions, issues, resolutions, and project-related feedback. Preferred Skills Serve as a Subject Matter Expert (SME) for upcoming projects by contributing customer insights during discovery, research, design, and development phases to ensure solutions align with customer needs and expectations. Collaborate closely with cross-functional teams, including product, design, and development, to improve workflows, processes, and user experience. Participate in quality assurance (QA) testing throughout the project lifecycle by validating features and functionality in a safe testing environment prior to release. Working Conditions Remote

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