Agile Defense14h ago

New

USD 75000–85000/yr

Customer Experience Manager (SME)

RemoteRegularmid

Customer Experience ManagerCustomer

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Quick Summary

Overview

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.

Technical Tools

agilecustomer-support

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

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.

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.

5-10 years

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.

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.

Remote

Location & Eligibility

Where is the job

Worldwide

Fully remote, anywhere in the world

Who can apply

Same as job location

Listing Details

Posted: May 13, 2026
First seen: May 13, 2026
Last seen: May 13, 2026

Posting Health

Days active: 0
Repost count: 0
Trust Level: 87%
Scored at: May 13, 2026

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Agile Defense

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Agile Defense: Always Evolving. Agile Defense stands at the forefront of innovation, driving advanced capabilities and solutions tailored to the most critical national security and civilian missions.

Employees

3k+

Founded

1998

Domain

agile-defense.com

Jobs

View 125 jobs

View company profile

Salary

USD 75000–85000

per year