Customer Service Representative-OMNI-AFDM

Centex Technologies is seeking a Customer Service Representative to lead stakeholder engagement, onboarding readiness, adoption, and outreach for users of a secure, distributed Data Mesh Environment. The role coordinates with government stakeholders and cross-functional teams to translate user feedback into requirements, training, rollout plans, and measurable user-success outcomes.

Responsibilities:

• Lead stakeholder engagement, onboarding readiness, adoption and outreach for users of a secure, distributed Data Mesh Environment
• Serve as a primary liaison for government stakeholders and end-user communities; translate feedback into actionable requirements, training, staged rollout plans, and user-success measures
• Coordinate with the program manager and technical, product and business-analysis teams
• Establish and maintain durable relationships with government stakeholders, mission users and prospective platform consumers; proactively open communication channels where none exist
• Conduct structured discovery to understand mission workflows, data access barriers, readiness, dependencies, and desired user outcomes
• Serve as a liaison who communicates platform capabilities and elevates complex requirements, risks and technical issues to the program manager, project team, business analysts and engineers
• Lead development and execution of the Customer Outreach and Rollout Plan; tailor engagement by stakeholder segment and onboarding readiness
• Design onboarding content, user guides, frequently asked questions, training curricula, knowledge-transfer sessions and release communications
• Build rollout checklists, adoption playbooks, readiness checkpoints, communication schedules and feedback channels
• Monitor feature usage, participation, onboarding completion and barriers to adoption; report trends and corrective actions
• Support phased adoption of DME enhancements and migration from legacy data systems, services or catalogs through coordinated readiness, user communications and feedback loops
• Work with program and technical leads to identify acceptance criteria, user-impact risks, change windows, training needs and escalation routes
• Ensure rollback/continuity procedures are documented and communicated for affected users; the engineering and operations teams own technical restoration to a validated stable state unless otherwise formally assigned
• Maintain stakeholder maps, contact logs, outreach/rollout plans, onboarding readiness matrices, training materials, feature adoption reports, issue/escalation logs and change communications

Requirements:

• Demonstrated stakeholder/customer relationship management
• Proactive outreach
• Experience establishing communication channels
• Ability to understand data-access controls and API concepts
• Evidence of designing onboarding and training content
• Ability to explain technical concerns to project and business stakeholders
• Strong oral/written communication
• Commitment to measurable user outcomes
• Federal mission users
• Enterprise data platforms
• Product adoption metrics
• Migration/change management
• Access-governed services and distributed remote teams