Senior Director, Quality & Customer Success

Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.

Overview :

As the Senior Director, Quality & Customer Success , you will be responsible for overseeing the quality assurance and customer success processes and practices within the Homeland, Commerce, & Justice (HC&J) portfolio.

You will report directly to the Executive Vice President of the HC&J Portfolio. Your primary objective will be to identify and remove impediments that hinder the team's ability to deliver high-quality solutions efficiently.

You will work closely with cross-functional teams to ensure the seamless integration of quality assurance practices into our operations.

As a senior leader focused on customer success, you will participate in customer, partner, and internal business meetings to advocate and support successful customer outcomes.

Contributions :

• Constantly monitor project progress to identify impediments early on, actively engage in resolving them, and escalate issues when necessary.
• Manage and track dependencies across cross-functional teams or squads to ensure seamless collaboration and timely delivery.
• Oversee and track all high-integrity commitments, ensuring they are met according to established timelines and standards.
• Provide proactive visibility into project status, communicate delivery targets, commitments, and progress effectively to stakeholders.
• Define, implement, and administer program deliverables to ensure full compliance with contract requirements.
• Regularly report progress on problem resolution to senior management, highlighting any critical issues or roadblocks.
• Foster a culture of team-driven decision-making and commitment, promoting trust among team members and facilitating team-building events.
• Support customer meeting preparation and delivery, and assist with escalations.
• Perform any other duties as assigned by senior leadership to support the overall objectives of the organization.

Qualifications :

• Bachelor's degree in a relevant field; advanced degree preferred.
• 10+ years of experience in quality assurance, with at least 5 years in a leadership role.
• Proven track record of successfully implementing quality assurance processes and practices.
• Strong understanding of software development methodologies and quality assurance principles.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Strategic thinker with the ability to identify and prioritize areas for improvement.
• Experience working in a fast-paced, dynamic environment.
• Must reside in DMV area.
• PMP / CSM certifications preferred.

About Steampunk :

Steampunk is a Change Agent in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors.

Through our Human-Centered delivery methodology , we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges.

As an employee owned company , we focus on investing in our employees to enable them to do the greatest work of their careers and rewarding them for outstanding contributions to our growth.

If you want to learn more about our story, visit www.steampunk.com.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Steampunk participates in the E-Verify program.

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