OCM Lead

Req ID: 385963 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a OCM Lead to join our team in Austin, Texas (US-TX), United States (US).

Communications Specialist Advisor

 

Location : Remote with occasional travel

 

Role Summary

The OCM Lead will serve as the single point of ownership for customer communications revolving around change execution, and adoption enablement during the TX DIR Cloud Services Phase 2 rollout and transition to steady-state operations.

This role is a high-impact delivery role responsible for translating technical deployments into measurable customer adoption, operational readiness, and consistent customer experience.

The individual will lead OCM activities across service rollout communications, training, marketing obligations, stakeholder alignment, and transition to steady-state ownership, ensuring continuity and quality during a critical program inflection point.

 

Primary Outcomes (June–December 2026)

This role is accountable for delivering the following outcomes:

• Successful adoption of Phase 2 services (including but not limited to database management services, middleware monitoring, Kubernetes monitoring, and customer financial optimization dashboards)
• Positive customer experience through proactive, structured communications
• Execution of DIR vendor marketing commitments and growth campaigns
• Transition of OCM responsibilities to steady-state support teams if requested by account leadership

 

Primary Responsibilities

1. Phase 2 Service Rollout & Adoption Leadership

Lead end-to-end OCM execution for all Phase 2 capabilities launching between July–December.

Key responsibilities:

• Own and execute end-to-end communications strategies for:

• DBMS implementation and adoption
• Middleware monitoring rollout
• Kubernetes monitoring agent rollout
• Enterprise and Cloudability dashboard releases

• Manage customer communications lifecycle, including:

• Awareness campaigns, targeted emails, CRM outreach, and newsletters
• Customer expectation setting (service value, RACI changes, new responsibilities)
• Exception and access-related communications with Cloud Operations and Security

• Partner with Cloud Ops Engineering to:

• Facilitate customer discovery sessions
• Translate technical changes into user-friendly messaging

• Monitor and evaluate customer adoption behaviors

• Identify gaps in adoption (e.g., underutilized DBMS capabilities)
• Design and implement targeted change interventions

 

2. Customer Communications & Experience Ownership

Serve as the central owner of all customer-facing communications programs across the PCM program.

Key responsibilities:

• Develop and manage a multi-channel communications calendar, including:
• Newsletters (monthly cadence)
• Targeted customer emails
• CRM engagement communications
• News articles, podcasts, and announcements
• Lead execution of dashboard launches communications and training campaign, including:
• Awareness messaging (podcasts, newsletters, articles)
• Webinar promotion, delivery coordination, and recording
• Post-launch targeted communications and Quick Start Guides
• Office hours and follow-up support strategy (as needed)
• Ensure c