Job Description
ECS is seeking a Experience Operations Lead to work in our Arlington, VA (Hybrid) office.
ECS is seeking an Experience Operations Lead to support the Joint Cyber Defense Collaborative (JCDC). This role blends customer experience strategy with business and performance analysis to improve stakeholder outcomes and operational efficiency across JCDC and Cybersecurity Division (CSD) programs. This is a hybrid role.
The Experience Operations Lead will work directly with stakeholders to understand needs, analyze performance data, define success metrics, improve processes, manage knowledge systems, and implement scalable solutions. This position combines stakeholder research and human-centered design with data-driven analysis, continuous improvement, and operational strategy to deliver measurable impact in a mission-focused cybersecurity environment.
Responsibilities
Stakeholder Experience & Research
- Conduct stakeholder interviews and discovery sessions to understand user needs, expectations, challenges, and experiences
- Develop and administer surveys and other feedback mechanisms to capture stakeholder insights
- Apply CX and human-centered design principles to improve stakeholder experiences
- Support customer journey mapping and stakeholder experience assessments
- Help simplify complex cybersecurity information and services to create clearer, more effective stakeholder experiences
Performance & Business Analysis
- Analyze quantitative and qualitative data to identify trends, pain points, inefficiencies, and opportunities for improvement
- Use data visualization and reporting tools to translate complex data into actionable insights for leadership
- Track and analyze product and program performance metrics to measure success and inform strategic decisions
- Define key performance indicators (KPIs), success metrics, and baselines for programs and initiatives
- Conduct business process analysis to identify bottlenecks and optimization opportunities
- Produce regular (monthly, quarterly, annual) performance reports and executive briefings
Process Improvement & SOP Development
- Lead process discovery initiatives to document current-state workflows and identify improvement opportunities
- Develop, document, and implement standard operating procedures (SOPs) to improve consistency and efficiency
- Partner with program, technical, communications, and cybersecurity teams to translate user needs and data insights into practical improvements
- Support continuous improvement initiatives and measure the effectiveness of implemented changes
- Streamline processes, services, communications, content, and digital interactions based on evidence
Knowledge Management & Training
- Design and implement knowledge management systems and practices to improve information accessibility and organizational learning
- Develop training materials, guidance documents, and enablement resources for stakeholders and internal teams
- Support onboarding and change management efforts for new processes, tools, or initiatives
- Create and maintain documentation repositories and knowledge bases
Strategic Collaboration & Communication
- Communicate findings, insights, and recommendations to program and customer leadership
- Collaborate across multidisciplinary teams and engage effectively with government and mission stakeholders
- Build strategic relationships with internal and external partners supporting cybersecurity initiatives
- Translate technical concepts and data into clear, actionable recommendations for diverse audiences
Salary Range: $130,000 - $150,000
General Description of Benefits
Numbers & Facts
| Location | Washington, DC |
| Industry | Staffing/Employment Agencies |
| Salary | $130,000–$150,000 Per Year |
| Company Size | 50 to 99 employees |
| Year Founded | 2000 |
| Website | http://www.ecs-federal.com/ |
About Company
ECS was founded in 2001 by experienced IT professionals with a commitment to quality processes, people and performance. Led by our Chairman, Roy Kapani, and an experienced executive leadership team, ECS provides our customers with solutions and services that support their critical needs and further mission objectives. This commitment has paved the way for expansive growth, year over year.
ECS gained market share in 2011 in the Department of Defense and Federal spaces through both organic and acquisition growth. In May, ECS completed its first strategic acquisition with the purchase of OAK Management, Inc., a leading provider of marine environmental services, ship systems engineering, maritime consulting and platform acquisition management. The OAK acquisition kicked off ECS’ intention to add tactical acquisitions as a part of its long term strategy to supplement and expand upon organic growth and to build enterprise value. ECS closed out 2011 with the acquisition of Paradigm Technologies, Inc. The Paradigm transaction added approximately 200 employees to ECS’ existing 900+ employees. Paradigm also added new Defense clients for ECS, including the Missile Defense Agency, the Navy’s Program Executive Officer for Integrated Warfare Systems, the United States Marine Corps, and the U.S. Marshals Service.
In 2012, ECS completed the acquisition of iLuMinA Solutions, Inc. iLuMinA brings large-scale Enterprise Resource Planning (ERP) software implementation and infrastructure design and development to ECS’ expanding capabilities.
ECS will continue to invest in corporate infrastructure and quality processes as we grow and enhance our ability to offer professional excellence to both our customers and our employees.
Skills
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