Program Manager Customer Experience

AUNIKA JOHNSON

Fort Lauderdale, FL ******@***.*** 954-***-****

www.linkedin.com/in/aunika-johnson

PROFESSIONAL SUMMARY

Strategic and detail-oriented Technical Program Manager with 10+ years of experience leading large-scale digital initiatives across federal agencies. Proven ability to drive cross-functional projects through Agile and SDLC methodologies. Expertise in stakeholder engagement, accessibility, vendor management, and customer experience (CX) strategy. Recognized for enhancing communication frameworks and event engagement through scalable outreach and programmatic solutions.

CORE COMPETENCIES

Agile & SDLC Methodologies Project Lifecycle Management Stakeholder & Executive Engagement Digital Communications & Web Strategy Accessibility & ADA Compliance Vendor & Contract Management Public Affairs & Event Planning Usability & UAT Testing CX Program Development

PROFESSIONAL EXPERIENCE

Connection Program Manager, Customer Experience Directorate

Department of Homeland Security — Washington, D.C.

June 2017 – Present

Lead full lifecycle program delivery for high-visibility CX initiatives supporting DHS.gov/CX and nationwide outreach.

Manage Agile teams, project scoping, staffing, budgets, and compliance to ensure timely, on-budget delivery.

Facilitate a 600+ member Community of Practice through events, knowledge exchanges, and executive reporting.

Oversee digital content execution, including web updates, email campaigns, and internal communications.

Coordinate vendor and subcontractor relationships, contracts, and billing processes.

Grew outreach event attendance by 600%+, with over 1,700 participants in 2024.

Deliver executive dashboards and project briefings to federal leadership.

Supported change control management for department-wide systems for over 6 years, providing governance and oversight to ensure alignment with organizational policies and compliance standards.

Held system owners and project managers accountable to Section 508 accessibility standards and ISO 24495-1:2023 Plain Language guidelines, ensuring that system changes met both technical and user-centered requirements.

While not a full-time responsibility, change control was a critical aspect of my role in maintaining system integrity, mitigating risk, and aligning stakeholders.

Served as the National Security Exception (NSE) Review Subject Matter Expert (SME), where I led the implementation of an automated review process through the department's ARMS platform, streamlining review workflows and improving compliance oversight for sensitive programs.

Public Affairs Advisor

MSAG / U.S. Department of State — Washington, D.C.

September 2016 – June 2017

Managed content strategy for PEPFAR.gov and coordinated social media messaging for public health initiatives.

Directed logistics and content development for large-scale PEPFAR conferences and conducted stakeholder training.

Outreach & Accessibility Coordinator

Defense Cyber Investigations Training Academy (DCITA) — Linthicum Heights, MD

April 2013 – June 2016

Designed and delivered disability inclusion and accessibility strategies aligned with ADA standards.

Led usability and UAT for DCITA.gov updates and accessibility initiatives.

Conducted accommodation assessments and inclusive content development for federal systems.

Java Software Engineer

PKMM / U.S. Army — Aberdeen Proving Ground, MD

May 2012 – April 2013

Developed UI components with Java, JSP, and Spring Framework in a secure government environment.

Led technical documentation, cross-team code reviews, and end-user training for deployed systems.

KEY ACCOMPLISHMENTS

Expanded DHS customer experience community by 200%, significantly improving cross-agency collaboration.

Increased national event participation by over 700% for federal accessibility awareness programs.

EDUCATION & CERTIFICATIONS

M.S., Internet Marketing – Full Sail University 2015 GPA: 3.8

B.A., Computer Science & Multimedia Web Design – Art Institute of Fort Lauderdale 2013

Project Management Professional (PMP) – PMI 2023

Scrum Master Certified (SMC) – ScrumStudy Expected 2025

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