Technical Customer Support Jobs in Overland Park, KS

Date: Jul 6, 2026

Location:
Overland Park, KS, US

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Company: Black & Veatch Family of Companies

Together, we own our company, our future, and our shared success.

As an employee-owned company, our people are Black & Veatch. We put them at the center of everything we do and empower them to grow, explore new possibilities and use their diverse talents and perspectives to solve humanity's biggest challenges in an ever-evolving world. With over 100 years of innovation in sustainable infrastructure and our expertise in engineering, procurement, consulting and construction, together we are building a world of difference.

Company : Black & Veatch Corporation

Req Id : 115792

Opportunity Type : Staff

Relocation eligible : No

Full time/Part time : Full-Time

Project Only Hire : No

Visa Sponsorship Available: No

Why Black & Veatch?

At Black & Veatch, you’ll be part of work that matters—designing, creating, and building the infrastructure communities rely on every day, from concept through execution.

We care about how the work gets done as much as what we build. Safety is built into every decision, and people look out for each other—speaking up, collaborating, and doing the right thing because it affects real lives.

You’ll work alongside teams solving complex challenges and turning ideas into solutions that perform in the real world—gaining hands-on experience across projects, technologies, and disciplines.

Ownership shows up in how we work. We take responsibility for outcomes, follow through on commitments, and take pride in what we deliver. As a 100% employee-owned company, employees share in the long-term success we build together.

With flexible ways of working and meaningful development opportunities, you’ll build a career you can be proud to stand behind.

The Opportunity

The Technical Product Manager (TPM) – Employee Experience (EX) is responsible for end-to-end ownership and delivery of key digital workplace and employee experience products and initiatives across Black & Veatch.

This role translates Employee Experience strategy into scalable, reliable technology solutions, ensuring execution across engineering and operations while delivering measurable improvements to the employee experience. The TPM partners across Engineering, End User Computing (EUC), Service Delivery, Cybersecurity, vendors, and business stakeholders to deliver outcomes—not just projects.

The TPM operates with a strong accountability model—owning results, driving execution, and ensuring sustained operational performance across the EX ecosystem.

Key Responsibilities

Product Ownership & Delivery

Own the end-to-end lifecycle of assigned EX products and initiatives
Define product vision, roadmap, and success criteria aligned to business and D&IT priorities

Lead delivery of major EX initiatives, including:
Endpoint lifecycle and device modernization
Day 1 onboarding and provisioning experience
Digital Employee Experience (DEX) tools and insights
A/V and collaboration experience
Field and site technology experience
Prioritize backlog to maximize business value and employee experience outcomes

Technical Execution

Translate business and experience needs into technical requirements and solutions
Partner with engineering teams to design scalable, secure, and supportable solutions
Drive Agile delivery practices including backlog refinement, sprint planning, and release execution
Ensure integration across enterprise platforms (endpoint, ITSM, identity, collaboration tools)

Operational Performance & Service Integration

Ensure delivered solutions operate reliably in production
Define support models, runbooks, and escalation paths with Service Delivery
Embed monitoring, telemetry, and ITSM practices into all capabilities
Drive reduction of incidents, repeat issues, and operational inefficiencies

Metrics, Measurement & Continuous Improvement

Define and manage performance using experience and operational metrics

Experience Metrics (XLA-aligned):
Trust (sentiment, reliability, repeat issues)
Ease (FCR, onboarding speed, self-service success)
Confidence (change success, major incident reduction)

Operational Metrics:
On-time / on-scope delivery
Adoption and utilization
Incident trends and repeat incident reduction
Endpoint and collaboration reliability
Use data (DEX, service data, feedback) to continuously improve outcomes

Cross-Functional Leadership & Accountability

Lead execution across teams without direct authority
Hold teams accountable to commitments, timelines, and quality standards
Identify and resolve risks, dependencies, and blockers
Ensure clear ownership across all participating teams and vendors

Governance & PMO Alignment

Partner with PMO to align on:
Delivery governance and standards
Portfolio prioritization and dependencies
Status reporting and execution discipline
Ensure adherence to enterprise delivery frameworks and milestones

Employee Experience Focus

Represent the voice of the employee in all product decisions
Identify friction points using feedback and usage insights
Ensure delivery drives measurable improvements in productivity, ease, and confidence
Management Responsibilities
Acts as a project manager. Among responsibilities is management of a project team. The individual comprising this team may vary by project.
Preferred Qualifications
Bachelor’s degree in Information Technology, Engineering, Computer Science, or related field (or equivalent experience)
10+ years of experience in product management, technical delivery, or engineering roles
Experience leading enterprise technology initiatives across multiple teams

Strong technical experience in:
Endpoint management and lifecycle
IT Service Management (Incident, Problem, Change)
Enterprise platforms (e.g., ServiceNow, identity, collaboration tools)
Experience working within Agile or hybrid delivery models
Experience in Digital Employee Experience (DEX) or workplace technology
Experience with service performance management and experience-level metrics (XLAs)
Experience working with vendors and managed service providers

Core Competencies

Accountability and ownership mindset
Technical depth and engineering credibility
Strong execution and delivery focus
Data-driven decision making
Cross-functional leadership and influence
Employee-first mindset
Minimum Qualifications
Bachelors of Business Administration or related field
Twelve or more years related experience
All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.
Certifications
PMP Certification desired
Work Environment/Physical Demands
Coordination across multiple teams and time zones
Hybrid or flexible work options may be offered after the first 90 days of employment based upon manager discretion, job performance and work assignments.
Salary Plan
ITS: Information Technology Service
Job Grade
018

Black & Veatch endeavors to make www.bv.com/careers accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process because of a disability, please contact the Employee Relations Department at +1-913-359-1622 or via our accommodations request form. This contact information is for disability accommodation requests only; you may not use this contact information to inquire about the status of applications. General inquiries about the status of applications will not be returned.

Black & Veatch is committed to being an employer of choice by creating a valuable work experience that keeps our people engaged, productive, safe and healthy.

Our comprehensive benefits portfolio is a key component of this commitment and offers an array of health care benefits including but not limited to medical, dental and vision insurances along with disability and a robust wellness program.

To support a healthy work-life balance, we offer flexible work schedules, paid vacation and holiday time, sick time, and dependent sick time.

A variety of additional benefits are available to our professionals, including a company-matched 401k plan, adoption reimbursement, tuition reimbursement, vendor discounts, an employment referral program, AD&D insurance, pre-taxed accounts, voluntary legal plan and the B&V Credit Union. Professionals may also be eligible for a performance-based bonus program.

We are proud to be a 100 percent ESOP-owned company. As employee-owners, our professionals are empowered to drive not only their personal growth, but the company's long-term achievements - and they share in the financial rewards of the success through stock ownership.

By valuing diverse voices and perspectives, we cultivate an authentically inclusive environment for professionals and are able to provide innovative and effective solutions for clients.

BVH, Inc., its subsidiaries and its affiliated companies, complies with all Equal Employment Opportunity (EEO) laws and regulations. Black & Veatch does not discriminate on the basis of age, race, religion, color, sex, national origin, marital status, genetic information, sexual orientation, gender Identity and expression, disability, veteran status, pregnancy status or other status protected by law.

Notice to External Search Firms: Black & Veatch does not accept unsolicited resumes and will not be obligated to pay a placement fee for unsolicited resumes. Black & Veatch Talent Acquisition engages with search firms directly for hiring needs.

Nearest Major Market: Olathe
Nearest Secondary Market: Kansas City
Job Segment: Engineer, Engineering