Operations Manager, U.S. Customs and Border Protection

Consequential Work. Dedicated People.

Onebrief builds collaboration and AI-powered workflow software for military planning and operational coordination.

Military planning is complex by nature, requiring teams to coordinate information, people, and decisions across systems and locations. Onebrief brings planning, collaboration, simulation, and AI into one connected environment, helping teams test strategies, adapt to changing conditions, and make decisions with greater clarity when the stakes are real.

We are a distributed team of builders from military, operational, and technology backgrounds who care deeply about improving how important work gets done. Some team members work remotely, while others work directly alongside customers in operational environments around the world.

Founded in 2019, Onebrief is backed by leading investors including General Catalyst, Battery Ventures, Insight Partners, Sapphire Ventures, and Human Capital. Valued at more than $2 billion, we continue to invest in product innovation, AI capabilities, and team growth.

Required: Top Secret clearance with eligibility for SCI

In person in Washington D.C.

Why This Role Exists

As an Operations Manager at Onebrief, you will own the entire customer relationship, from users up to Senior Executives. You will build strong relationships and trust with customers, positioning yourself as a trusted member of their team. You will translate product usage and account health across your team's portfolio into renewal, expansion, and growth outcomes for the account and business. You'll need a combination of ordinary training and subtler strategies to get our product used as much as possible.

What You'll Do

Core responsibilities:

• Serves as the senior-most field representative, building alignment across internal teams and government stakeholders to meet account requirements, secure sponsorship, and advance strategic company initiatives.
• Clearly communicate user needs to the product team while maintaining deep product expertise; effectively communicate new capabilities to customers, support their adoption to existing workflows, and identify opportunities to leverage product improvements to expand usage.
• Direct resourcing and strategic goals for a team of Partner Engagement Managers, balancing account complexity and renewal timelines.
• Own customer retention and growth by driving renewals, identifying opportunities to expand product adoption, and pursuing upsell opportunities that increase customer value and revenue.
• Cultivate lasting customer trust and align diverse stakeholder perspectives by communicating with clarity and influence.
• 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.
• Enable expansion and upsell opportunities to Allies and Partners by instilling the Onebrief value proposition.

Minimum Qualifications

• Experience with large-scale staff planning, gained through Professional Education and/or military service, with demonstrated ability to operate effectively with senior leaders and C-suite executives.
• Familiarity and experience with major 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, engage onsite with technical subject matter experts, and troubleshoot cross-software platform issues.
• Proven ability to navigate large government organizations, solve bureaucratic challenges, and deliver successful outcomes.
• You hold a current Top Secret clearance with eligibility for SCI

Preferred Qualifications

• 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 have the ability to tailor communication effectively across the organization, translating strategic priorities for senior military leaders while providing clear, practical guidance to junior personnel on technical and operational issues.
• 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.

Indicators of Success

This role will evolve as priorities change, but the outcomes below reflect what success typically looks like in the first six months.

A successful Operations Manager will take ownership of:

• Accounts & contracts
• Strategic growth & opportunity development
• People & team leadership
• Executive & organizational engagement
• Resource coordination