Senior Customer Engagement Manager Lead

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster better-informed decisions using trusted data at scale. Leidos Digital Modernization sector is seeking an experienced Senior Customer Engagement Manager Lead to support the delivery enhancement and adoption of enterprise data and analytics products used across multiple DoD organizations.

In this role you will work alongside government partners engineers and other industry teammates to translate operational and strategic requirements into scalable production-ready solutions. You will contribute directly to product planning execution and continuous improvementhelping ensure capabilities are delivered efficiently aligned to mission priorities and positioned for sustained success.

This position offers the opportunity to work on a high-visibility enterprise program at the intersection of data analytics and emerging AI technologies. Ideal candidates are motivated by mission impact comfortable operating in complex stakeholder environments and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.

Primary Responsibilities:

• Serve as the primary interface between customers and engineering teams gathering analyzing and managing customer requirements.
• Act as a product owner with subject matter expertise in business processes and workflows to define system changes enhancements and new engagement opportunities.
• Manage the data operations (DataOps) defect and issue-resolution pipeline coordinating with Tier 1 Tier 2 and Tier 3 support teams to address customer-reported issues.
• Design and execute the Defect Resolution Process (DRP) and ensure timely communication and resolution of customer needs.
• Develop and maintain a Customer Success Operations Plan (CUP) for managing all customer support-related aspects of the program.
• Establish and maintain a framework and process for Service Portfolio Management advising on alignment with DoD mission partner priorities.
• Design build publish and maintain an System service catalog covering all System services.
• Plan coordinate and engage System stakeholders to understand and capture their objectives priorities and concerns.
• Assist in defining establishing and maintaining Service Levels for all major services.
• Conduct customer relationship management operations to foster build facilitate and maintain strong relationships with all customers.
• Implement and maintain an efficient repeatable easy-to-use Customer Use Case Intake and Solutioning process.
• Collect analyze and assess user and customer analytic data to inform System changes and improvements.
• Support the Government in conducting program communications regarding the System.
• Design build publish and maintain online training materials covering all aspects of using and operating as a user within the System.
• Design build operate maintain and populate an Knowledge Management system.

Basic Qualifications:

• Active Top Secret (TS) clearance with SCI eligibility.
• Bachelors degree in Business Communications Information Systems Engineering or related discipline and 812 years of relevant experience OR Masters degree in a related field and 610 years of relevant experience.
• Minimum of 10 years of experience in customer engagement product management or a related field.
• Experience managing enterprise customer engagement or customer success initiatives in Federal or DoD environments.
• Experience leading and mentoring customer engagement or service delivery teams.
• Experience coordinating cross-functional teams to address customer requirements and resolve issues.
• Experience developing and tracking customer performance metrics and reporting outcomes to senior leadership.
• Proven experience in gathering analyzing and managing customer requirements.
• Strong understanding of business processes and workflows.
• Experience with data operations (DataOps) and defect resolution processes.
• Ability to develop and maintain customer success plans and service catalogs.
• Experience in stakeholder engagement and relationship management.
• Excellent communication and interpersonal skills.

Preferred Qualifications:

• Active TS/SCI clearance.
• Experience with Department of Defense (DoD) programs and requirements experience supporting DoD enterprise data platforms
• Experience with ServiceNow or similar ITSM platforms supporting incident management service catalog development and workflow automation.
• Experience supporting DataOps or DevSecOps environments.
• Experience building enterprise service catalogs and knowledge management systems.
• Experience in service portfolio management and service level agreements.
• Experience in program communications and user training development.
• Experience supporting multi-enclave DoD cloud environments.
• Experience briefing senior military or SES-level leadership.
• ITIL PMP SAFe or product management certifications.
• Knowledge of AI/ML and data analytics tools and services.
• Familiarity with knowledge management systems and AI capabilities for knowledge generation.

If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.