Operations Manager, U.S. Army Reserve Command

Onebrief•Fayetteville, NC

3d•Onsite

About The Position

At each major headquarters under your responsibility, Own the entire customer relationship, from users up to Generals/Admirals throughout the Joint Force. Build strong relationships and trust with customers, positioning yourself as a trusted member of their team. Rapidly expand product usage until the most important and impactful workflows are in Onebrief. You’ll need a combination of ordinary training and subtler strategies to get our product used as much as possible. Win the renewal and expansion, so that your customer(s) keep buying Onebrief each year. Deals should expand over time. Clearly communicate user needs to the product team. Maintain a high product proficiency, and excite the customer about each product improvement. Understand, request, and effectively leverage Company resources to meet the goals of the Company. Instill the Onebrief brand image. Enable our expansion to Allies and Partners. Your responsibilities aren’t limited to this list! We’re on this great adventure together, and we’ll each do what it takes for the team to succeed. You will also: Lead or support exercises. Use your observations of our users to recommend product improvements. Provide face-to-face and remote customer support. Develop an understanding of customer social dynamics in order to support renewals and future sales. When responding to incidents (product is unavailable, broken, or not delighting the customer), coordinate with the customer and our product engineering team. Align your team’s efforts to deliver the best customer experience, while coordinating with fellow Operations Managers to ensure planning and workflows remain synchronized across commands. To succeed, you’ll need a mastery of operational planning at multi-star headquarters. When you speak, do lead planners listen? Do Generals and Admirals? You’ll also need technical skill. You don’t need to code, but you do need to be savvy. Can you become a power user of our product and talk engineering with the customer?

Requirements

You love our users, and you want to work with them.
You deeply understand how military staffs function at echelon and want to apply that within U.S. Army, Reserve Command.
You pay attention to detail. People rely on you.
You can get things from large government organizations
You’re technically adept. You don’t need to code, but you do need to be savvy. Can you become a power user of our product and talk engineering with the customer?
You work well with customers. You demonstrate strong interpersonal skills by cultivating trust, aligning diverse perspectives, and communicating with clarity and influence.
You’re intense about our mission. It’s a core part of who you are
You’re proactive and adaptable. Comfortable working autonomously or with cross-functional teams, especially in fast-paced or ambiguous settings.
You communicate clearly, concisely, and candidly. Our Company relies on you to assess the situation within your account and effectively communicate your assessment and recommendations to inform strategic decisions.
You hold a current Top Secret clearance with eligibility for SCI and have the ability to access DOD facilities and installations.
Proven experience in leading operational planning within a military context, preferably at multi-star headquarters.
Exposure to large staff planning, through classical training in Professional Military Education or through service experience
Familiarity and experience with major military planning exercises and the protocols for software deployment on classified networks.
Proven ability to expand business presence within a region, with emphasis on software or technology solutions.
Experience in customer support, both face-to-face and remote, and capability to respond to incidents coordinating with customers and product engineering teams.
Strong technical skills to master our application, troubleshoot issues and liaise with customers on technical matters.
Proven ability to navigate large government organizations, solve bureaucratic challenges, and deliver successful outcomes.
You are obsessed with creating value for real users
You are ambitious, scrappy, and a creative problem-solver
You learn quickly, work iteratively, and naturally seek collaboration
You approach your work with integrity, intellectual honesty, and a low ego
You communicate frankly, clearly, and succinctly
You thrive as a self-starter, embracing autonomy and ambiguity

Responsibilities

Own the entire customer relationship, from users up to Generals/Admirals throughout the Joint Force.
Build strong relationships and trust with customers, positioning yourself as a trusted member of their team.
Rapidly expand product usage until the most important and impactful workflows are in Onebrief.
Win the renewal and expansion, so that your customer(s) keep buying Onebrief each year.
Clearly communicate user needs to the product team.
Understand, request, and effectively leverage Company resources to meet the goals of the Company.
Instill the Onebrief brand image.
Enable our expansion to Allies and Partners.
Lead or support exercises.
Use your observations of our users to recommend product improvements.
Provide face-to-face and remote customer support.
Develop an understanding of customer social dynamics in order to support renewals and future sales.
When responding to incidents (product is unavailable, broken, or not delighting the customer), coordinate with the customer and our product engineering team.
Align your team’s efforts to deliver the best customer experience, while coordinating with fellow Operations Managers to ensure planning and workflows remain synchronized across commands.