Senior Customer Engagement Manager Lead

R-00177775

Description

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data at scale. Leidos Digital Modernization sector is seeking an experienced Senior Customer Engagement Manager Lead to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations.

In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement—helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success.

This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.

Primary Responsibilities:

• Serve as the primary interface between customers and engineering teams, gathering, analyzing, and managing customer requirements.
• Act as a product owner with subject matter expertise in business processes and workflows to define system changes, enhancements, and new engagement opportunities.
• Manage the data operations (DataOps) defect and issue-resolution pipeline, coordinating with Tier 1, Tier 2, and Tier 3 support teams to address customer-reported issues.
• Design and execute the Defect Resolution Process (DRP) and ensure timely communication and resolution of customer needs.
• Develop and maintain a Customer Success Operations Plan (CUP) for managing all customer support-related aspects of the program.
• Establish and maintain a framework and process for Service Portfolio Management, advising on alignment with DoD mission partner priorities.
• Design, build, publish, and maintain an System service catalog covering all System services.
• Plan, coordinate, and engage System stakeholders to understand and capture their objectives, priorities, and concerns.
• Assist in defining, establishing, and maintaining Service Levels for all major services.
• Conduct customer relationship management operations to foster, build, facilitate, and maintain strong relationships with all customers.
• Implement and maintain an efficient, repeatable, easy-to-use Customer Use Case Intake and Solutioning process.
• Collect, analyze, and assess user and customer analytic data to inform System changes and improvements.
• Support the Government in conducting program communications regarding the System.
• Design, build, publish, and maintain online training materials covering all aspects of using and operating as a user within the System.
• Design, build, operate, maintain, and populate an Knowledge Management system.

Basic Qualifications:

• Active Top Secret (TS) clearance with SCI eligibility.
• Bachelor’s degree in Business, Communications, Information Systems, Engineering, or related discipline and 8–12 years of relevant experience OR Master’s degree in a related field and 6–10 years of relevant experience.
• Minimum of 10 years of experience in customer engagement, product management, or a related field.
• Experience managing enterprise customer engagement or customer success initiatives in Federal or DoD environments.
• Experience leading and mentoring customer engagement or service delivery teams.
• Experience coordinating cross-functional teams to address customer requirements and resolve issues.
• Experience developing and tracking customer performance metrics and reporting outcomes to senior leadership.
• Proven experience in gathering, analyzing, and managing customer requirements.
• Strong understanding of business processes and workflows.
• Experience with data operations (DataOps) and defect resolution processes.
• Ability to develop and maintain customer success plans and service catalogs.
• Experience in stakeholder engagement and relationship management.
• Excellent communication and interpersonal skills.

Preferred Qualifications:

• Active TS/SCI clearance.
• Experience with Department of Defense (DoD) programs and requirements, experience supporting DoD enterprise data platforms
• Experience with ServiceNow or similar ITSM platforms supporting incident management, service catalog development, and workflow automation. 
• Experience supporting DataOps or DevSecOps environments.
• Experience building enterprise service catalogs and knowledge management systems.
• Experience in service portfolio management and service level agreements.
• Experience in program communications and user training development.
• Experience supporting multi-enclave DoD cloud environments.
• Experience briefing senior military or SES-level leadership.
• ITIL, PMP, SAFe, or product management certifications.
• Knowledge of AI/ML and data analytics tools and services.
• Familiarity with knowledge management systems and AI capabilities for knowledge generation.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.
Original Posting: March 11, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range: Pay Range $92,300.00 - $166,850.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com .

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission .

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.