Customer Engagement Strategy Lead

Job summary

MAN*** seeks a motivated, career and customer-oriented Customer Engagement Strategy Lead to join our team. This is a Part-time Remote position with an onsite location for meetings in Herndon, VA. The Customer Engagement Strategy Lead will support a high-visibility pilot program introducing a major new IT capability within the Department of Veterans Affairs (VA).

Qualifications

• Master’s degree in Information Technology or a relevant discipline, plus at least 14 years of related professional experience.
• Deep understanding of the Department of Veterans Affairs, including organizational structure, cultural nuances, and operational distinctions across OIT, VHA, VBA, and NCA.
• Experience working alongside software engineers, IT architects, or technical project managers, with the ability to translate complex technical concepts into business value (and vice versa).
• Experience with executive communication, stakeholder management, and consulting within federal IT programs.
• Strong business development or program management instincts, with the ability to spot acquisition trends, expansion opportunities, and political or operational risks within a client account.
• Preferred
• Experience leading customer adoption, change management, or user-centered design for large-scale federal IT modernization pilots.
• Existing professional network and credibility within VA leadership and program offices.
• Background in federal business development, capture strategy, or account management at a major defense/civilian contractor.
• Clearance
• Must be a US Citizen and be willing and able to obtain and maintain a VA Public Trust Clearance.
• Physical

Responsibilities

• include but are not limited to:
• Optimize Pilot Outcomes: Oversee the performance of technical delivery teams during the pilot phase, defining success metrics that reflect both technical usability and true client satisfaction.
• User Feedback Integration: Establish feedback loops from the pilot’s user sampling across various VA business lines to rapidly iterate and refine the IT capability during active deployment.
• Strategic Opportunity & Risk Management
• Corporate Risk Mitigation: Proactively identify organizational, operational, or technical risks arising from user adoption and sampling across diverse VA stakeholders.
• Develop mitigation strategies and immediately escalate high-impact risks to executive leadership.
• Opportunity Identification: Detect emerging agency needs, pain points, and expansion possibilities during the pilot phase that align with MAN***’s broader capabilities.
• Minimum

Skills

Degrees

Industry

Company size

Contract length

Security clearance