Experience Operations Lead (Cybersecurity)

Location: Arlington, Virginia, United States (Hybrid)

Salary: $130,000–$150,000 per year

Company

hirify.global Federal delivers technology solutions in data and AI, cybersecurity, and enterprise transformation for defense, intelligence, and federal civilian agencies.

What you will do

• Conduct stakeholder interviews, discovery sessions, surveys, journey mapping, and experience assessments.
• Analyze qualitative and quantitative data, define KPIs and success metrics, and produce performance reports and executive briefings.
• Document current-state workflows, identify bottlenecks, and develop and implement standard operating procedures.
• Design knowledge management systems, documentation repositories, training materials, and enablement resources.
• Translate stakeholder needs, technical concepts, and analytical findings into practical recommendations and scalable improvements.
• Collaborate with program, technical, communications, cybersecurity, government, and mission stakeholders.

Requirements

• 5+ years of experience in customer experience, business analysis, performance analysis, stakeholder engagement, process improvement, or a related discipline.
• Experience conducting stakeholder research, interviews, surveys, and data analysis.
• Experience developing SOPs, process documentation, operational workflows, KPIs, success metrics, or performance baselines.
• Proficiency with data analysis and visualization tools such as Excel, PowerPoint, and reporting dashboards.
• Strong written and verbal communication skills, including executive-level reporting and presentations.
• Ability to manage multiple priorities and collaborate across technical and non-technical teams.

Nice to have

• Experience supporting federal government or cybersecurity programs.
• Familiarity with knowledge management, training development, change management, customer journey mapping, service design, or CX methodologies.
• Background in performance analytics, workforce planning, or operational strategy.
• Experience with survey tools such as Qualtrics or data visualization platforms.
• Active security clearance, with TS/SCI preferred.

Culture & Benefits

• Mission-driven work supporting defense, intelligence, and federal civilian agencies.
• Culture focused on excellence in delivery, innovation, accountability, and high-performing teams.
• Opportunities for professional growth and development.
• Benefits are provided as part of the employment package.