Senior Customer Success and User Support Operations Manager

ECS Tech Inc•Fairfax, VA

4d•Onsite

About The Position

The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI-First strategy introduced in early 2026. The WDP separates business and financial data from operational warfighting data, aiming to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts. The Senior Customer Success and User Support Operations Manager serves as the senior authority for customer success strategy, service portfolio governance, and user support operations across the WDP Core Integration program, orchestrating end-to-end stakeholder engagement, service delivery, and mission adoption initiatives across Combatant Commands, Fourth Estate organizations, and coalition partners at all classification levels. In this role, the manager bridges the gap between warfighter mission needs and platform capabilities by translating user feedback, usage analytics, and operational insights into actionable roadmap priorities, service enhancements, and enterprise adoption outcomes that maximize the mission value of the War Data Platform.

Requirements

Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance with Sensitive Compartmented Information (SCI).
10 or more years of progressive experience in customer success, user support operations, or a closely related discipline, with demonstrated experience leading enterprise-scale service delivery programs in support of federal or defense organizations.
Demonstrated experience developing, executing, and managing Customer Success Operations Plans or equivalent customer engagement frameworks, including governance of service catalogs, onboarding programs, and stakeholder adoption initiatives across multi-organizational enterprise environments.
Proven ability to plan and deliver mission-focused stakeholder engagement programs, including capability demonstrations, user feedback sessions, and executive-level communications tailored to senior Government audiences including Combatant Commands, Joint Staff directorates, and Senior Executive Service leadership.
Experience developing and managing customer relationship management frameworks and analytics dashboards that integrate usage tracking, satisfaction metrics, feedback analysis, and knowledge management capabilities to inform continuous service improvement.
Demonstrated ability to lead cross-functional teams in managing use case intake processes, mission requirements assessment, workspace provisioning, service allocation, and onboarding agreement development within a large-scale data or platform program.
Proven ability to produce executive-level briefings, digital communication materials, and program summaries suitable for presentation to senior leadership audiences including CDAO, Office of the Secretary of Defense, and Joint Staff leadership.
Experience managing service portfolio governance across cloud-based and on-premises infrastructure environments, including service-level agreement development, pricing integration, and availability management across multiple classification enclaves.
Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).

Responsibilities

Leads customer success and user support operations across the War Data Platform (WDP) Core Integration program, orchestrating execution of the Customer Success Operations Plan (CSOP), service portfolio strategies, stakeholder engagement, and communication initiatives across all classification levels.
Oversees design, publication, and sustainment of the War Data Platform (WDP) Core Integration Service Catalog, integrating pricing, service levels, and availability across cloud service provider and on-premises environments.
Directs stakeholder engagement campaigns by planning and delivering mission-focused demonstrations, feedback sessions, and strategic communications tailored to Combatant Commands, Fourth Estate organizations, and coalition partners.
Supervises the use case intake process, coordinating cross-functional teams to assess mission requirements, allocate workspaces and services, and generate onboarding agreements that align with technical and financial constraints.
Develops and maintains customer relationship management frameworks, incorporating usage tracking, satisfaction metrics, and feedback analytics into a centralized customer knowledge base.
Leads development of customer analytics dashboards and knowledge management systems enabling rapid feedback loops across training, roadmap development, and system enhancement planning.
Delivers briefings, digital materials, and executive summaries in support of War Data Platform (WDP) Core Integration leadership communications with CDAO, Office of the Secretary of Defense, and Joint Staff leadership.
Drives performance improvements by codifying best practices, archiving stakeholder insights, and informing future program investments.
Enhances mission outcomes by translating complex user needs into system improvements, roadmap priorities, and service optimization initiatives across the War Data Platform (WDP) Core Integration ecosystem.
Performs other duties as assigned.