Operations Manager, U.S. Customs and Border Protection

Responsibilities

• Serve as the senior-most field representative for the account, aligning internal teams and government stakeholders to meet requirements, secure sponsorship, and advance strategic initiatives.
• Communicate user needs to product teams and maintain deep product expertise.
• Communicate new capabilities to customers, support adoption within existing workflows, and identify opportunities to expand usage.
• Direct resourcing and strategic goals for a team of Partner Engagement Managers.
• Drive customer retention and growth through renewals, expanded product adoption, and upsell opportunities.
• Build customer trust and align diverse stakeholders through clear, influential communication.
• Coordinate team efforts and collaborate with fellow Operations Managers to synchronize planning and workflows across commands.
• Enable expansion and upsell opportunities with allies and partners.
• Respond to customer incidents, coordinating with customers and product engineering teams.
• Own accounts and contracts, strategic growth and opportunity development, people and team leadership, executive engagement, and resource coordination.

Requirements

• Current Top Secret clearance with eligibility for SCI.
• Experience with large-scale staff planning through professional education and/or military service.
• Ability to operate effectively with senior leaders and C-suite executives.
• Familiarity with major planning exercises and software deployment protocols for classified networks.
• Experience expanding business presence within a region, particularly for software or technology solutions.
• Customer support experience in face-to-face and remote settings.
• Strong technical skills for mastering the application, working with technical subject matter experts onsite, and troubleshooting cross-platform issues.
• Ability to navigate large government organizations, overcome bureaucratic challenges, and deliver successful outcomes.

Preferred Qualifications

• Technical aptitude and ability to become a power user while discussing engineering topics with customers.
• Ability to tailor communication for senior military leaders and junior personnel with technical or operational concerns.
• Proactive, adaptable, and comfortable working autonomously or cross-functionally in fast-paced, ambiguous environments.
• Clear, concise, and candid communication skills.

Compensation

• Annual salary: $170,000–$190,000.