[Remote] Revenue Operations (RevOps) Manager

Note: The job is a remote job and is open to candidates in USA. General Dynamics Information Technology is seeking a Revenue Operations (RevOps) Manager who will act as the connective tissue between mission stakeholders and delivery teams. This role involves owning the service catalog and ensuring a streamlined experience for users while driving measurable improvements across various domains. Responsibilities • Own the service catalog, experience-level objectives (XLAs), communications, training/adoption programs, and the Voice-of-Customer (VoC) loop that turns feedback into measurable improvements • Standardize how services are requested, launched, communicated, and measured, ensuring outcomes drive decisions • Replace ad-hoc work with product-like experience that is easier to use and easier to manage • Champion requests to enterprise design patterns, increase Tier-0/1 self-service, and coordinate change across delivery teams • Enforce a single playbook for communications, ensuring seamless, accountable delivery to VA customers • Drive consensus and documented decisions in complex environments • Define XLAs and counter-metrics to prevent gaming; tie improvements to measurable KPI deltas and publish trends transparently • Build simple, repeatable playbooks for launches, changes, and incident communications; run A/B pilots and scale what works • Hold partners to cross-vendor OLAs and shared scorecards; resolve ownership gaps and escalations quickly • Apply Prosci/ADKAR (or similar) to training, adoption, and communications plans; boost self-service and reduce avoidable tickets Skills • 10 + years of related experience • Bachelor's Degree. In lieu of a degree, an additional four years of related experience required • 10+ years in enterprise IT service management, product operations, or customer success, with at least 3 years leading cross-functional programs at federal scale (e.g., VA, DoD, DHS, HHS) or Fortune 500 • Demonstrated ownership of a service catalog and outcomes-based SLAs/SLOs/XLAs; history of improving MTTR, time-to-fulfill, CSAT/NPS, and adoption at scale • Hands-on experience running VoC programs, QBRs/MBRs, and release/change communications across multiple stakeholder groups (executive, technical, end-user) • Proven success operating in multi-vendor / SIAM environments with shared KPIs and cross-vendor OLAs • Experience aligning operations to frameworks such as ITIL 4 / ISO 20000, NIST CSF/RMF, Zero Trust/TIC 3.0, and FinOps/TBM • Expert in ServiceNow (or equivalent) for catalog design, workflows, request/incident/change, knowledge, and service mapping; understands OLA/SLA modeling end-to-end • Comfortable reading SLO dashboards; understands telemetry-based signals (logs/metrics/traces), incident timelines, error budgets, and change success metrics • Builds executive-ready scorecards in Power BI/Tableau; tracks unit economics and forecast vs. actual in partnership with FinOps/TBM (Apptio or equivalent) • Working knowledge of AWS/Azure/GCP service catalogs, identity (SSO/PIV/FIDO), and standard enterprise design patterns; understands CI/CD release trains and policy-as-code gates • Knows how operational communications and change windows intersect with Zero Trust, ATO sustainment, and audit evidence • Exceptional plain-language writing and storytelling; converts technical updates into clear 'what changed/why it matters/what to do' guidance • Facilitates workshops with business owners, engineering, security, and finance; drives consensus and documented decisions in complex environments • Defines XLAs and counter-metrics to prevent gaming; ties improvements to measurable KPI deltas and publishes trends transparently • Builds simple, repeatable playbooks for launches, changes, and incident comms; runs A/B pilots and scales what works • Holds partners to cross-vendor OLAs and shared scorecards; resolves ownership gaps and escalations quickly • Applies Prosci/ADKAR (or similar) to training, adoption, and communications plans; boosts self-service and reduces avoidable tickets • Operates a quarterly roadmap and comms calendar; meets deadlines across simultaneous launches and maintenance windows • RevOps Professional (or equivalent) • ITIL 4 Managing Professional • ServiceNow CIS (ITSM/CSM) • Prosci/ADKAR • FinOps Certified Practitioner • SAFe/Agile Benefits • 401K with company match • Comprehensive health and wellness packages • Internal mobility team dedicated to helping you build your skills and own your career • Professional growth opportunities including paid education and certifications • Rest and recharge with paid vacation and 10 company-paid holidays • Paid leave and paid holidays are prorated based on the employee’s date of hire. • The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. • Short and long-term disability benefits • Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. Company Overview • General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics. It was founded in 1999, and is headquartered in Falls Church, Virginia, USA, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship • General Dynamics Information Technology has a track record of offering H1B sponsorships, with 32 in 2025, 27 in 2024, 36 in 2023, 19 in 2022, 18 in 2021, 13 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job