# Operations Manager, U.S. Customs and Border Protection

**Company:** [Onebrief](https://hotfix.jobs/companies/onebrief)
**Location:** Washington, DC
**Role:** Customer Success
**Salary:** $170k – $190k/yr
**Skills:** Customer Success, Account Management, Staff Planning, Military Planning, Classified Networks, Software Deployment, Customer Support, Incident Response, Technical Troubleshooting, Stakeholder Management, Upselling, Team Leadership
**Posted:** 2026-09-04

> Owns the customer relationship for a major government account, driving adoption, retention, expansion, and executive engagement while leading Partner Engagement Managers. Requires staff-planning experience, strong technical aptitude, government stakeholder management, and a current Top Secret clearance with SCI eligibility.

## Job Description

## 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.

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