Department Operations Manager – Customer Operations
Capital One
Salary
💰 $155,000 - $175,000 per year
Job Level
Mid-LevelSenior
About the role
- Own the entire customer relationship, from users up to Generals/Admirals throughout the Joint Force
- Build strong relationships and trust with customers, positioning yourself as a trusted member of their team
- Rapidly expand product usage until the most important and impactful workflows are in Onebrief
- Win the renewal and expansion, so that your customer(s) keep buying Onebrief each year
- Clearly communicate user needs to the product team and maintain high product proficiency
- Understand, request, and effectively leverage Company resources to meet the goals of the Company
- Instill the Onebrief brand image and enable expansion to Allies and Partners
- Lead or support exercises and provide face-to-face and remote customer support
- Use observations of users to recommend product improvements
- Develop an understanding of customer social dynamics to support renewals and future sales
- When responding to incidents, coordinate with the customer and product engineering team
- Align your team’s efforts and coordinate with fellow Operations Managers to ensure planning and workflows remain synchronized across commands
- Serve as a power user of the product and discuss technical issues with engineering and customers
Requirements
- Top Secret clearance with eligibility for SCI
- Ability to access DOD facilities and installations
- Proven experience in leading operational planning within a military context, preferably at multi-star headquarters
- Exposure to large staff planning, through classical training in Professional Military Education or through service experience
- Familiarity and experience with major military 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, troubleshoot issues and liaise with customers on technical matters
- Proven ability to navigate large government organizations, solve bureaucratic challenges, and deliver successful outcomes
- Strong interpersonal skills, ability to cultivate trust, align diverse perspectives, and communicate with clarity and influence
- Proactive, adaptable, and comfortable working autonomously or with cross-functional teams
- Clear, concise, and candid communication skills
- In-person presence in Anchorage, AK (role requires being onsite)
