Everforth ECS is seeking a Senior Program Manager - Customer Success Operations to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax. Please Note: This position is contingent upon contract award.
The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI-First strategy introduced in early 2026. The WDP separates business and financial data from operational warfighting data, aiming to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts.
The Senior Program Manager – Customer Success Operations serves as the senior architect and governing authority for WDP Core Integration's Customer Success Operations program, responsible for translating Performance Work Statement requirements into an integrated, measurable, and continuously improving customer success framework across all classification tiers. This role drives enterprise stakeholder engagement, service adoption, and mission alignment by developing strategic plans, metrics frameworks, and cross-functional coordination mechanisms that ensure WDP delivers sustained value to its diverse base of DoW, interagency, and coalition mission partners.
• Develops and governs the War Data Platform (WDP) Core Integration Customer Success Operations Plan by capturing all Performance Work Statement requirements and aligning objectives across Unclassified, Secret, and Top Secret domains operating on NIPRNet, SIPRNet, and JWICS to support Combatant Commands, Joint Staff elements, Senior Executive Service leaders, and interagency mission partners.
• Drafts the initial Customer Success Operations Plan describing each subtask and its operational objectives, with annexes detailing domain-specific execution methods that satisfy WDP Core Integration customer needs.
• Establishes an iterative Customer Success Operations Plan review cycle in accordance with government direction to maintain flexibility, traceability, and responsiveness across multi-classification environments.
• Leads development of an enterprise Stakeholder Management Plan by defining cradle-to-grave engagement workflows, operational touchpoints, and communication strategies for current and emerging WDP Core Integration services.
• Builds metrics frameworks and analytic parameters supporting Customer Relationship Management efforts to monitor stakeholder participation, outreach effectiveness, service adoption, and customer sentiment.
• Coordinates with platform, data, artificial intelligence, cybersecurity, and system operations teams to synchronize stakeholder engagement activities across DoW organizations, the Department of Homeland Security, and non-governmental mission partners.
• Develops a strategic engagement plan that documents recurring outreach cycles, technical demonstrations, messaging themes, and mission-aligned communication artifacts to expand awareness of WDP Core Integration capabilities.
• Produces briefs, reports, dashboards, and decision artifacts that strengthen enterprise alignment, increase customer adoption, and advance WDP Core Integration program value.
• Performs other duties as assigned.
• Current Secret security clearance.
• A minimum of 10 years of experience in program management, customer success management, or a closely related discipline within a federal, defense, or government contracting environment, with demonstrated senior-level expertise leading multi-stakeholder customer operations programs across complex, mission-critical government platforms.
• Demonstrated experience developing and governing formal Customer Success Operations Plans, Stakeholder Management Plans, or analogous strategic program documents for large-scale federal IT or data platform programs, including the establishment of iterative review cycles, stakeholder engagement frameworks, and cross-domain execution annexes aligned to Performance Work Statement requirements.
• Proven ability to design and operate customer relationship management metrics frameworks — including service adoption tracking, outreach effectiveness analysis, stakeholder sentiment measurement, and customer satisfaction reporting — and translate analytics outputs into actionable program improvements and executive decision artifacts.
• Experience coordinating customer success or stakeholder engagement activities across a diverse portfolio of federal mission partners, including DoW operational commands, Joint Staff directorates, Senior Executive Service leadership, interagency organizations, and non-governmental partners, with the ability to tailor engagement strategies and communications products to each audience's operational context and mission priorities.
• Demonstrated ability to produce senior-level briefs, dashboards, strategic communications products, and program governance artifacts that effectively communicate complex program performance data and capability narratives to government leadership and diverse stakeholder audiences.
• Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
• Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).
Skills Required
- Minimum of 10 years of experience in program management or related field
- Current Secret security clearance
- Experience developing Customer Success Operations Plans
- Proven ability to design customer relationship management metrics frameworks
- Experience coordinating stakeholder engagement activities across a diverse portfolio of federal mission partners
- Ability to produce senior-level briefs and dashboards
- Strong problem-solving and decision-making capabilities
- Highly developed interpersonal and communication skills
ECS Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ECS and has not been reviewed or approved by ECS.
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Healthcare Strength — ECS advertises multiple national-network medical plan options with HSA eligibility alongside dental and vision coverage. Coverage generally begins quickly and is paired with company-paid short- and long-term disability, adding stability to the health package.
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Retirement Support — A 401(k) with Safe Harbor and immediate vesting on employer contributions is emphasized, with an employer match available. Access to an employee stock purchase plan via the parent company provides an additional savings avenue.
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Parental & Family Support — Paid parental leave up to 30 days, adoption assistance, and other family-oriented leaves are highlighted. Feedback suggests these offerings add meaningful value beyond base pay for many roles.
ECS Insights
What We Do
ECS, a segment of ASGN (NYSE: ASGN), delivers advanced solutions and services in cloud, cybersecurity, artificial intelligence (AI), machine learning (ML), application and IT modernization, and science and engineering. The company solves critical, complex challenges for customers across the U.S. public sector, defense, intelligence and commercial industries. ECS maintains partnerships with leading cloud, cybersecurity, and AI/ML providers and holds specialized certifications in their technologies. Headquartered in Fairfax, Virginia, ECS has more than 3,400 employees throughout the U.S. and has been recognized as a Top Workplace by The Washington Post for the last five years.
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