Operations Manager, U.S. Customs and Border Protection

onebrief; Washington; On-site; USD 120,000 - 170,000; Full time

Job summary

Onebrief, a Washington, DC-based provider of AI-powered collaboration and workflow software for military planning, seeks an Operations Manager to own customer relationships from users to Senior Executives. You will build trust, map product usage to renewal and growth, and drive adoption across accounts in complex environments.

The role requires coordinating with internal teams and government partners, strong executive communication, and the ability to navigate classified networks and large,

Qualifications

• Experience with large-scale staff planning and collaborating with senior leaders/C-suite.
• Familiar with planning exercises and software deployment on classified networks.
• Proven ability to expand business presence within a region through software or tech solutions.
• Experience in customer support, onsite and remote, coordinating with product engineering teams.
• Strong technical skills to master our application and troubleshoot cross-software issues.
• Hold a current Top Secret clearance with eligibility for SCI.

Responsibilities

• Serve as the senior-most field representative, aligning internal teams and government stakeholders to meet account requirements and advance company initiatives.
• Communicate user needs to the product team and drive adoption to existing workflows; identify opportunities for improvements.
• Direct resourcing and strategic goals for a team of Partner Engagement Managers.
• Own customer retention and growth by driving renewals and pursuing upsell opportunities.
• Cultivate lasting customer trust and align diverse stakeholder perspectives through clear communication.
• Coordinate with fellow Operations Managers to synchronize planning across commands.
• Enable expansion and upsell opportunities to Allies and Partners by conveying the Onebrief value proposition.

Skills

Staff planning

Executive interaction

Customer support

Technical aptitude

Government navigation

Top Secret clearance

Job description

Consequential Work. Dedicated People.

About Onebrief

Onebrief builds collaboration and AI-powered workflow software for military planning and operational coordination.

Military planning is complex by nature, requiring teams to coordinate information, people, and decisions across systems and locations. Onebrief brings planning, collaboration, simulation, and AI into one connected environment, helping teams test strategies, adapt to changing conditions, and make decisions with greater clarity when the stakes are real.

We are a distributed team of builders from military, operational, and technology backgrounds who care deeply about improving how important work gets done. Some team members work remotely, while others work directly alongside customers in operational environments around the world.

Founded in 2019, Onebrief is backed by leading investors including General Catalyst, Battery Ventures, Insight Partners, Sapphire Ventures, and Human Capital. Valued at more than $2 billion, we continue to invest in product innovation, AI capabilities, and team growth.

Required: Top Secret clearance with eligibility for SCI

In person in Washington D.C.

Why This Role Exists

As an Operations Manager at Onebrief, you will own the entire customer relationship, from users up to Senior Executives. You will build strong relationships and trust with customers, positioning yourself as a trusted member of their team. You will translate product usage and account health across your team's portfolio into renewal, expansion, and growth outcomes for the account and business. You'll need a combination of ordinary training and subtler strategies to get our product used as much as possible.

What You'll Do

Core responsibilities:

• Serves as the senior-most field representative, building alignment across internal teams and government stakeholders to meet account requirements, secure sponsorship, and advance strategic company initiatives.
• Clearly communicate user needs to the product team while maintaining deep product expertise; effectively communicate new capabilities to customers, support their adoption to existing workflows, and identify opportunities to leverage product improvements to expand usage.
• Direct resourcing and strategic goals for a team of Partner Engagement Managers, balancing account complexity and renewal timelines.
• Own customer retention and growth by driving renewals, identifying opportunities to expand product adoption, and pursuing upsell opportunities that increase customer value and revenue
• Cultivate lasting customer trust and align diverse stakeholder perspectives by communicating with clarity and influence.
• Align your team's efforts to deliver the best customer experience, while coordinating with fellow Operations Managers to ensure planning and workflows remain synchronized across commands.
• Enable expansion and upsell opportunities to Allies and Partners by instilling the Onebrief value proposition.

Minimum Qualifications

• Experience with large-scale staff planning, gained through Professional Education and/or military service, with demonstrated ability to operate effectively with senior leaders and C-suite executives
• Familiarity and experience with major 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, engage onsite with technical subject matter experts, and troubleshoot cross-software platform issues.
• Proven ability to navigate large government organizations, solve bureaucratic challenges, and deliver successful outcomes.
• You hold a current Top Secret clearance with eligibility for SCI

Preferred Qualifications

• You're technically adept. You don't need to code, but you do need to be savvy. Can you become a power user of our product and talk engineering with the customer?
• You work well with customers. You have the ability to tailor communication effectively across the organization, translating strategic priorities for senior military leaders while providing clear, practical guidance to junior personnel on technical and operational issues.
• You're proactive and adaptable . Comfortable working autonomously or with cross-functional teams, especially in fast-paced or ambiguous settings.
• Communicate clearly, concisely, and candidly. Our Company relies on you to assess the situation within your account and effectively communicate your assessment and recommendations to inform strategic decisions.

Indicators of Success

This role will evolve as priorities change, but the outcomes below reflect what success typically looks like in the first six months.

A successful Operations Manager will take ownership of:

• Accounts & contracts
• Strategic growth & op