Job Description

This is a multi-faceted role that manages various aspects of a large-scale program. Focus areas may include, but are not limited to:

Program Management

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Oversee the entire Enterprise Agreement program for the contract. This includes defining project scope, setting goals and objectives, creating timelines and managing resources to ensure successful program execution.

Stakeholder Engagement

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Engage with agency representatives, OEM account teams, and other stakeholders to understand their requirements, priorities, and challenges. Maintain strong relationships to facilitate collaboration, trust and ongoing communication.

Solution Design

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Collaborate with technical teams to design solutions that meet the customer's needs and align with the terms of programs. Ensure that solutions are cost-effective, scalable, and compliant with program regulations and security standards. As the customer's needs and technical footprint expands, self-education, growing knowledge and management of additional technologies (across varying OEMs) may be required.

Product Selection

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Evaluate and select products and services that best fit the program's requirements. This involves staying updated on product offerings, roadmaps, and capabilities.

Contract Compliance

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Ensure that the Enterprise Agreement is adhered to in terms of pricing, licensing, and support. Monitor compliance with contractual terms and make necessary adjustments when needed.

Risk Management

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Identify and mitigate risks associated with the program. This includes assessing potential security risks, legal issues, and any challenges that may arise during implementation.

Technical Support

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Provide technical guidance and support to customers/agencies, helping them make informed decisions about technical solutions, troubleshoot issues, and optimize their use of OEM products.

Software Procurement Manager

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Monitor the entire software acquisition process and work closely with appropriate WWT and/or OEM team members to define requirements, negotiate contracts, and ensure compliance with software licenses.

Data Analyst

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Analyze data related to software usage and costs to identify potential cost-saving opportunities and optimize software licenses.

Training and Education

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Facilitate training and knowledge transfer to the customer, ensuring they have the skills and knowledge required to effectively utilize purchased technologies.





Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $120,000.00 to $130,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.





The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:


Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!





Equal Opportunity Employer


Requirements:

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.


Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.


With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work for its unique blend of determination, innovation and creating a great place to work for all.





Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What will you be doing?

The CX Program Manager supporting the GEMSS programmatic model serves as the central liaison for all CX roles engaged in the program, including the GEMSS CXE, Education CSM, Advanced Services CSM, and Licensing Manager. This role provides a holistic view into all CX-related activities, consolidating and communicating insights into CX leadership, account stakeholders, customers, and executive leadership. In addition, the CX Program Manager plays an active role in needs analysis, testing, use case development, and deployment of in-flight and emerging technical capabilities and solutions--ensuring alignment with program requirements and customer outcomes.





Operating with heavy dotted-line support and alignment to the Director, Federal Enterprise Solutions, this position is both operational and strategic. The CX Program Manager not only ensures smooth day-to-day program execution but also acts as a strategic voice in validating technologies within the GEMSS program and guiding their utilization across the full contract. The role requires a fast-paced, self-led learner who can confidently ask questions, take up space in critical conversations, and provide informed recommendations that shape program direction.

Responsibilities:

Serve as the single point of escalation for CX team members, resolving obstacles and ensuring effective collaboration. Provide consolidated CX program reporting, insights, and read-outs to leadership, stakeholders, and customers. Drive operational excellence through streamlined workflows, SOPs, playbooks, and CX best practices. Guide the strategic use, validation, and deployment of technologies across the GEMSS contract lifecycle. Manage stakeholder engagement at senior levels, ensuring clear and tailored communications. Oversee metrics, reporting, and budget tracking to ensure accountability and performance visibility. Key Skills & Competencies: Strong program and customer success management expertise. Ability to influence strategically across leadership, customers, and partners. Confident communicator with presence--able to ask hard questions and contribute informed perspectives. Skilled in process improvement, metrics, and financial management. Self-driven learner with strong organizational, analytical, and problem-solving capabilities. Experience with IT project management, customer success, and software adoption methodologies. * In essence, this role ensures the GEMSS CX program operates with efficiency, strategic clarity, and maximum impact--delivering value across the contract while enabling an exceptional customer experience.