Agile Defense
Strategic Consulting
CustomerExperienceManager(SME)
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Experience Manager (SME) at Agile Defense. Skills: Customer Experience Management, Customer Support, Problem Solving, Communication. 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.”
What You'll Achieve.
Deliver an exceptional experience for our customers; Resolve issues efficiently; Provide proactive support; Ensure customers get the most value from our product; Create positive interactions that build long-term satisfaction and loyalty; Shape solutions that enhance usability, streamline operations, and elevate the overall customer experience; Ensure solutions align with customer needs and expectations; Advance the mission and achieve success
Industry & Context.
Excellent problem-solving skills; Resolving issues efficiently; Troubleshooting assistance
Secret Clearance, Must Have Ability to Obtain a Clearance
What They're Looking For.
Must Have
Minimum of 4 years of military aviation experience required, including backgrounds such as Pilot, Enlisted Aviator, or Aviation Resource Management, understanding of aviation operations, workflows, and customer support within a military or operational environment, Excellent communication, problem-solving, and customer service skills with the ability to work effectively in a fast-paced environment
Nice to Have
Experience collaborating with cross-functional teams and supporting operational or mission-critical systems preferred, 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
What You'll Do.
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
and customer-focused manner.
Build 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
and internal processes.
Maintain accurate documentation of customer interactions
and project-related feedback.
How You'll Work.
Team & Collaboration
Collaborate closely with Puckboard’s design and development teams to improve processes, workflows, and product experiences based on customer feedback and needs.; Collaborate closely with cross-functional teams, including product, design, and development, to improve workflows, processes, and user experience.
Communication Scope
Excellent communication skills; Transparent communication
Full Job Description
## Description 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 ## 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 communic
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