Customer Service Specialist

Brief Description A call order succeeds or fails on leadership. The Red Gate Group is seeking a Call Order Lead to own delivery, staffing, and performance for a call order supporting a major Intelligence Community customer. You will be the single point of accountability for the team, the customer relationship, and the outcomes, the person who makes sure the right people are in the right seats doing work that meets the mission. You will lead the people supporting the call order and own their performance. That means setting expectations, managing and developing the team, conducting performance management, and reviewing and approving timecards to ensure accurate and compliant labor charging against the call order. You will identify staffing needs, partner with recruiting to fill them, track your team's security and clearance processing through onboarding, and manage onboarding so the call order stays fully resourced against its requirements. You will also serve as the primary interface to the government customer and the program office, translating requirements and priorities into execution. You will own the call order's recurring deliverables to the customer, including weekly activity reporting, input to monthly program reporting, and the call order transition plan, and you will track schedule, risk, burn rate, and financial status so you can speak to the health of the call order whenever the customer or the Program Director asks. You will keep delivery aligned to contract requirements and quality standards and drive continuous improvement across the call order. If you lead from the front and measure yourself by your team's results, this is the seat. Join us. Lead the mission from where it gets delivered. You Have Minimum 12 years of experience leading and managing programs, projects, or teams relevant to this position, with at least a portion of that experience within the last 2 years. This experience requirement cannot be substituted. Master's degree in an area related to the labor category from a college or university accredited by an agency recognized by the U.S. Department of Education. Equivalent substitution is permitted as follows: an Associate's degree in a related field plus 4 years of relevant experience, OR a Bachelor's degree in a related field plus 2 years of relevant experience, OR 6 years of relevant experience, in lieu of the Master's degree. Any experience used to satisfy the education substitution is separate from and does not count toward the 12 year minimum experience requirement. Experience leading and managing multidisciplinary teams, including direct responsibility for personnel performance management. Direct responsibility for reviewing and approving timecards and ensuring accurate, compliant labor charging. Experience serving as the primary customer or stakeholder interface on a contract, task order, or call order. Experience managing staffing, delivery, schedule, and risk across a program or call order. Experience owning recurring contract deliverables and status reporting to a government customer, including weekly activity reporting and monthly program reporting. Strong communication, stakeholder management, and organizational skills. Active TS/SCI clearance. Nice If You Have CI Polygraph. Experience supporting an Intelligence Community customer. Experience leading a government contract task order or call order. Program or project management credential such as PMP. Familiarity with government timekeeping, labor charging, and contract compliance. Clearance Applicants selected will be subject to a security investigation and must meet eligibility requirements for access to classified information. Active TS/SCI clearance is required. CI Polygraph is preferred. Company Description The Red Gate Group, founded in 2006, is a Service-Disabled Veteran-Owned Company based in Chantilly, VA. As an SDVOSB, the Red Gate Group has established a reputation for delivering quality multi-tiered services in intelligence analysis, strategic planning, program management, policy development, operational design, and technology integration. RGG delivers high-quality, customer-centric solutions around the world—from the foxhole to the highest levels of Government. Our motto, "Making a Difference for Country and Client," reflects our deep commitment to national security and service excellence. As an employer of choice, we offer comprehensive benefits including flexible time off, 11 paid holidays, immediate 401(k) eligibility with a generous match, and full medical, dental, and vision coverage. Our employees enjoy 100% company-paid life insurance and disability benefits, along with professional development assistance for degrees and certifications. We foster a culture of growth and work‑life balance, backed by our commitment to supporting both our clients' missions and our employees' success. Join our team and be part of an organization that values both service excellence and employee wellbeing. Summary Additional Information The Red Gate Group, Ltd. is an Equal Opportunity/Affirmative Action Employer. The Red Gate Group, Ltd. considers applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. Know Your Rights #J-18808-Ljbffr