Senior Customer Engagement Manager

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data dos Digital Modernization sector is seeking an experienced Senior Customer Engagement Manager to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations.

In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement-helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success.

This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.

Primary Responsibilities:

* Serve as the primary interface between customers and engineering teams, gathering, analyzing, and managing customer requirements.

* Act as a product owner with subject matter expertise in business processes and workflows to define system changes, enhancements, and new engagement opportunities.

* Manage the data operations (Data Ops) defect and issue-resolution pipeline, coordinating with Tier 1, Tier 2, and Tier 3 support teams to address customer-reported issues.

* Design and execute the Defect Resolution Process (DRP) and ensure timely communication and resolution of customer needs.

* Develop and maintain a Customer Success Operations Plan (CUP) for managing all customer support-related aspects of the program.

* Establish and maintain a framework and process for Service Portfolio Management, advising on alignment with DoD mission partner priorities.

* Design, build, publish, and maintain an System service catalog covering all System services.

* Plan, coordinate, and engage System stakeholders to understand and capture their objectives, priorities, and concerns.

* Assist in defining, establishing, and maintaining Service Levels for all major services.

* Conduct customer relationship management operations to foster, build, facilitate, and maintain strong relationships with all customers.

* Implement and maintain an efficient, repeatable, easy-to-use Customer Use Case Intake and Solutioning process.

* Collect, analyze, and assess user and customer analytic data to inform System changes and improvements.

* Support the Government in conducting program communications regarding the System.

* Design, build, publish, and maintain online training materials covering all aspects of using and operating as a user within the System.

* Design, build, operate, maintain, and populate an Knowledge Management system.

Basic Qualifications:

* Active Top Secret (TS) clearance with SCI eligibility.

* Bachelor's degree in Business, Communications, Information Systems, Engineering, or related discipline and 8-12 years of relevant experience OR Master's degree in a related field and 6-10 years of relevant experience.

* Minimum of 10 years of experience in customer engagement, product management, or a related field.

* Experience managing enterprise customer engagement or customer success initiatives in Federal or DoD environments.

* Experience coordinating cross-functional teams to address customer requirements and resolve issues.

* Experience developing and tracking customer performance metrics and reporting outcomes to senior leadership.

* Proven experience in gathering, analyzing, and managing customer requirements.

* Strong understanding of business processes and workflows.

* Experience with data operations (Data Ops) and defect resolution processes.

* Ability to develop and maintain customer success plans and service catalogs.

* Experience in stakeholder engagement and relationship management.

* Excellent communication and interpersonal skills.

Preferred Qualifications:

* Active TS/SCI clearance.

* Experience with Department of Defense (DoD) programs and requirements, experience supporting DoD enterprise data platforms

* Experience with Service Now or similar ITSM platforms supporting incident management, service catalog development, and workflow automation.

* Experience supporting Data Ops or Dev Sec Ops  environments.

* Experience building enterprise service catalogs and knowledge management systems.

* Experience in service portfolio management and service level agreements.

* Experience in program communications and user training development.

* Experience supporting multi-enclave DoD cloud environments.

* Experience briefing senior military or SES-level leadership.

* ITIL, PMP, SAFe, or product management certifications.

* Knowledge of…