Customer Service Manager-OMNI-AFDM

Lead stakeholder engagement, onboarding readiness, adoption and outreach for users of a secure, distributed Data Mesh Environment. Serve as a primary liaison for government stakeholders and end-user communities; translate feedback into actionable requirements, training, staged rollout plans, and user-success measures. Coordinate with the program manager and technical, product and business-analysis teams. This is a customer adoption and rollout role-not a presumed owner of deployment engineering or platform failback execution.

• Establish and maintain durable relationships with government stakeholders, mission users and prospective platform consumers; proactively open communication channels where none exist.
• Conduct structured discovery to understand mission workflows, data access barriers, readiness, dependencies, and desired user outcomes.
• Serve as a liaison who communicates platform capabilities and elevates complex requirements, risks and technical issues to the program manager, project team, business analysts and engineers.

Lead stakeholder engagement, onboarding readiness, adoption and outreach for users of a secure, distributed Data Mesh Environment. Serve as a primary liaison for government stakeholders and end-user communities; translate feedback into actionable requirements, training, staged rollout plans, and user-success measures. Coordinate with the program manager and technical, product and business-analysis teams. This is a customer adoption and rollout role-not a presumed owner of deployment engineering or platform failback execution.

• Establish and maintain durable relationships with government stakeholders, mission users and prospective platform consumers; proactively open communication channels where none exist.
• Conduct structured discovery to understand mission workflows, data access barriers, readiness, dependencies, and desired user outcomes.
• Serve as a liaison who communicates platform capabilities and elevates complex requirements, risks and technical issues to the program manager, project team, business analysts and engineers.

• Establish and maintain durable relationships with government stakeholders, mission users and prospective platform consumers; proactively open communication channels where none exist.
• Conduct structured discovery to understand mission workflows, data access barriers, readiness, dependencies, and desired user outcomes.
• Serve as a liaison who communicates platform capabilities and elevates complex requirements, risks and technical issues to the program manager, project team, business analysts and engineers.

• Lead development and execution of the Customer Outreach and Rollout Plan; tailor engagement by stakeholder segment and onboarding readiness.
• Design onboarding content, user guides, frequently asked questions, training curricula, knowledge-transfer sessions and release communications.
• Build rollout checklists, adoption playbooks, readiness checkpoints, communication schedules and feedback channels.
• Monitor feature usage, participation, onboarding completion and barriers to adoption; report trends and corrective actions.

• Support phased adoption of DME enhancements and migration from legacy data systems, services or catalogs through coordinated readiness, user communications and feedback loops.
• Work with program and technical leads to identify acceptance criteria, user-impact risks, change windows, training needs and escalation routes.
• Ensure rollback-continuity procedures are documented and communicated for affected users; the engineering and operations teams own technical restoration to a validated stable state unless otherwise formally assigned.

• Maintain stakeholder maps, contact logs, outreach/rollout plans, onboarding readiness matrices, training materials, feature adoption reports, issue/escalation logs and change communications.
• Working knowledge of APIs, API access, data governance, and data access controls is expected.

• Relationship stewardship, facilitation and diplomacy
• Cross-functional influence without assumed direct authority
• Technical fluency
• User empathy
• Clear documentation
• Analytical judgment
• adaptability

• Percentage of targeted users successfully onboarded
• Readiness and training completion
• Feature adoption and…