Customer Service Manager – OMNI

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee stakeholder engagement, prepare for onboarding, promote adoption, and outreach for users within a secure, distributed Data Mesh Environment.

• Act as the main point of contact for government stakeholders and end-user communities.

• Convert stakeholder feedback into actionable requirements, training plans, staged rollout strategies, and measures of user success.

• Collaborate with the program manager as well as technical, product, and business analysis teams.

• Build relationships with government stakeholders, mission users, and potential platform consumers.

• Conduct structured investigations into mission workflows, data access challenges, readiness, dependencies, and desired user outcomes.

• Communicate platform functionalities and highlight complex requirements, risks, and technical issues.

• Lead the development and implementation of the Customer Outreach and Rollout Plan.

• Create onboarding materials, user guides, FAQs, training curricula, knowledge transfer sessions, and release communications.

• Develop rollout checklists, adoption playbooks, readiness checkpoints, communication schedules, and feedback channels.

• Track feature usage, participation rates, onboarding completion, and adoption challenges; report trends and suggest corrective actions.

• Assist in the phased adoption of DME enhancements and the transition from legacy data systems, services, or catalogs.

• Manage readiness, user communications, feedback loops, acceptance criteria, user-impact risks, change windows, training requirements, and escalation paths.

• Ensure that rollback and continuity procedures are documented and communicated to impacted users.

• Keep stakeholder maps, contact logs, rollout plans, readiness matrices, training materials, adoption reports, issue logs, and change communications organized.

• Assess onboarding, training completion, feature adoption, resolution of blockers, stakeholder satisfaction, issue closure, and readiness for migration.

⛳️ Requirements

• Proven experience in managing stakeholder and customer relationships.

• Active outreach capabilities.

• Skilled in establishing communication channels.

• Ability to grasp data access controls and API concepts.

• Demonstrated experience in designing onboarding and training materials.

• Competence in articulating technical issues to project and business stakeholders.

• Excellent oral and written communication skills.

• Dedication to achieving measurable user outcomes.

• Practical knowledge of APIs, API access, data governance, and data access controls.

• Preferred: Experience working with Federal mission users.

• Preferred: Familiarity with enterprise data platforms.

• Preferred: Background in product adoption metrics.

• Preferred: Experience in migration and change management.

• Preferred: Knowledge of access-governed services and working with distributed remote teams.

🏝️ Benefits

• Fully remote work environment.

• Potential travel as required.

• Commitment to equal employment opportunity.

• Reasonable accommodations may be provided during the application and employment process in accordance with applicable laws.