Responsibilities:

• Provides technical/management leadership for QMP development, implementation, and maintenance across global enterprise

• Establishes enterprise quality standards ensuring services, deliverables, and performance outcomes meet Government requirements

• Directs identification of operational services requiring Performance Management Metrics establishing continuous improvement methodology

• Establishes enterprise performance metrics framework consistent with organizational objectives and compliance standards

• Directs customer experience program strategy including surveys, NPS metrics, trend analysis, and improvement action plans

• Establishes enterprise KMP strategy documenting SOPs, quality control procedures, and continuous improvement processes

• Directs continuous improvement methodology implementation supporting continuous improvement cycles within operations

• Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing

Qualifications:

Required –

• BA/BS + 13 years of relevant experience; equivalencies considered

• Active Secret clearance

• Extensive experience developing, implementing, and managing enterprise Quality Management Programs (QMPs), quality assurance frameworks, and quality control processes within complex IT/service delivery environments

• Demonstrated experience establishing and managing performance metrics, KPIs, SLAs, quality standards, and service-level performance measures aligned with contractual and organizational requirements

• Experience conducting quality assessments, audits, root cause analysis, trend analysis, and corrective/preventive action planning to identify and resolve performance deficiencies

• Demonstrated experience implementing continuous improvement methodologies and translating performance data into measurable operational improvements

• Experience developing and managing customer experience and service quality programs, including surveys, satisfaction metrics, NPS, trend analysis, and improvement action plans

• Experience developing quality management plans, SOPs, quality control procedures, performance dashboards, and executive-level reporting

• Experience with IT Service Management (ITSM) tools and methodologies, including measuring and improving performance across IT service delivery processes

• Demonstrated ability to provide enterprise-level quality governance and technical leadership, working across operations, engineering, service management, program leadership, and Government stakeholders

Desired –

• Prior experience supporting federal agencies, especially the Department of State

• Experience supporting large-scale, geographically dispersed or global enterprise IT environments

• Experience with ISO 9001, CMMI, Lean Six Sigma, ITIL, or comparable quality and continuous improvement frameworks

• Lean Six Sigma, ITIL, ISO Quality Management, ASQ, or related professional certification

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: