Rise8

Customer Success Manager

• We are searching for a Customer Success Manager who has a passion for working with federal agency customers.
• You will need to be able to easily shift between skill sets in response to account needs. In a single day you may need to wear various hats such as Program Manager, Onboarding Specialist, Digital Transformation Guide, and Delivery Coordinator, all while leveraging an empathetic and outcomes-focused approach.
• You will work across multiple accounts at once. You’ll collaborate closely with the delivery teams, which are typically composed of a Product Manager, User-Centered Designer, and Platform and/or Software Engineers, as well as the client stakeholders at multiple levels.
• For new contracts, you will work with Practice Leadership and Recruiting to ensure the right staff is in place at the right time with the right skill sets. You will establish and guide the delivery team members through a streamlined account onboarding process and share any known context about the work they are about to engage in. You’ll work with key customer stakeholders including contract officers to ensure we are aligned on goals, identify and mitigate risks, establish metrics, have the right agile practices in place, and establish Deliverable and Invoicing submission processes.
• As accounts mature, you’ll measure the health of the team and the account on a regular basis and drive remediation plans as needed. You will work with the delivery team to ensure the customer realizes the value being delivered in line with their desired impacts. Finally, with your business and ownership mentality, you’ll drive the account strategy that results in referenceable customers and expansion opportunities.

Operations

• Create and manage dashboards related to platform and services availability & performance
• Lead the administration and support of services within a cloud-based Kubernetes platform on AWS GovCloud, including GitLab, and Red Hat Identity Management (IDAM)
• Oversee onboarding/offboarding workflows, access controls, and service account provisioning across multiple environments
• Drive automation of operational and service desk tasks using Bash and other scripting languages to enhance support responsiveness and reduce manual overhead
• Serve as the escalation point for platform support issues and coordinate with cross-functional teams to resolve complex incidents and outages
• Guide and mentor junior technologists and service desk staff in procedures, best practices, and secure operational support
• Champion documentation standards and knowledge sharing to support audit readiness and operational continuity
• Collaborate with security and compliance teams to ensure services and support workflows align with NIST 800-53 controls and organizational policy
• Identify opportunities to enhance the developer and platform support experience through workflow optimization, tooling improvements, and automation
• Contribute to service reliability and user experience through proactive monitoring, reporting, and continuous improvement of support operations
• Champion AI-augmented ways of working across your engagement(s), leveraging AI tooling to accelerate delivery, reduce cycle time, and drive better outcomes at scale.

Senior IT Operations Specialist

• Create and manage dashboards related to platform and services availability & performance
• Support and maintain services within a cloud-based Kubernetes platform on AWS GovCloud, including ITSM systems and GitOps tools such as GitLab and GitHub
• Manage user on-boarding and off-boarding processes, accounts, and access controls across platform services, ensuring accurate documentation and timely resolution of support requests
• Use Bash and other scripting tools to automate operational tasks and streamline help desk workflows in accordance with compliance and mission needs
• Collaborate with platform, security, and application teams to troubleshoot issues, maintain service uptime, and ensure alignment
• Take operational responsibility for infrastructure services under your team’s ownership, ensuring reliability and responsive support
• Contribute to the stability and scalability of mission-critical systems by delivering well-documented, auditable, and compliant operational practices
• Proactively improve platform support operations and deliver positive user experiences through consistent service excellence
• Champion AI-augmented ways of working across your engagement(s), leveraging AI tooling to accelerate delivery, reduce cycle time, and drive better outcomes at scale

IT Operations Specialist III

Technical Product Manager

• Serve as the connective tissue between technical execution and mission impact, translating complex DevSecOps, platform engineering, and digital transformation concepts into compelling, actionable content and product experiences.
• Partner with open source software (OSS) communities and contributors to shape tooling, content distribution, and platform integrations that amplify Mission OS's reach and impact.
• Drive continuous delivery of the Mission OS product — including the video series, workbook, marketing campaign, and live event strategy — applying lean product methodologies to optimize each release cycle.
• Own and evolve the product vision and strategy in collaboration with Rise8 leadership, content creators, marketing partners, and government stakeholders.
• Facilitate productive workshops and discovery sessions with subject matter experts, clients, and community members to extract insights and validate product direction.
• Actively embed with cross-functional teams — including developers, designers, content strategists, and government partners — modeling the balanced team practices central to the Mission OS curriculum.
• Assist clients and government change agents in adopting Mission OS principles, acting as both a product leader and a hands-on transformation practitioner.
• Apply the Improvement Kata and other Mission OS frameworks to your own work, continuously measuring outcomes and iterating based on evidence from production.