Customer Service Manager-OMNI-AFDM

Description
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.

Essential Responsibilities

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.

Description
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.

Essential Responsibilities

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.

Stakeholder engagement and discovery

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.

Onboarding, adoption and training

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.

Release and mission-transition coordination

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.

Documentation, systems and tools

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.

Competencies and success measures

Relationship stewardship, facilitation and diplomacy

Cross-functional influence without assumed direct authority

Technical fluency

User empathy

Clear documentation

Analytical judgment

adaptability

Illustrative success measures

Percentage of targeted users successfully onboarded

Readiness and training completion

Feature adoption and active usage

Time to resolve user blockers

Stakeholder satisfaction

Documented issue closure and migration readiness

Working conditions
Remote work with possible travel as needed.

Equal employment opportunity and disclaimer
Centex Technologies is committed to equal employment opportunity. Employment decisions will be made without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other status protected by applicable law. Reasonable accommodation may be available during the application and employment process in accordance with applicable law.

This description summarizes anticipated functions and is not a contract or guarantee of employment. Duties and conditions may change subject to lawful requirements, business needs and applicable contract obligations.

Requirements
Required

Demonstrated stakeholder/customer relationship management

Proactive outreach

Experience establishing communication channels

Ability to understand data-access controls and API concepts

Evidence of designing onboarding and training content

Ability to explain technical concerns to project and business stakeholders

Strong oral/written communication

Commitment to measurable user outcomes

Preferred
Experience with,

Federal mission users

Enterprise data platforms

Product adoption metrics

Migration/change management

Access-governed services and distributed remote teams

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