Customer Advocate

Responsibilities: Provide oversight, planning, execution, and management support to the Program Office and ensure the overall efficiency and effectiveness of end-to-end customer advocacy, technical and business processes Lead operations of the customer service team, ensuring efficient and effective resolution of customer inquiries and issues. Work as a customer advocate to guide external customers through processes and procedures to capture requirements, acquire services, and transition to IT services. Lead joint forums, engagements, activities to inform and further program efforts Collaborate with other departments to ensure consistent and cohesive customer experience across all touchpoints. Coordinate services with multiple customers from various DoD and IC agencies. Manage and update customer service tools such as service catalog, cost models, and service agreements as required. Monitor customer service performance metrics, such as response times and customer satisfaction rates, to identify areas for improvement and implement strategies to enhance service quality. Handle escalated customer complaints or issues that cannot be resolved by team members, ensuring a satisfactory resolution for both the customer and the company. Develop and implement customer service policies and procedures to standardize and improve service delivery across the team. Analyze customer feedback and survey data to identify trends and insights that can inform business decisions and strategies. Provide requirements management support. Facilitate process improvement activities to provide an unmatched customer experience Organize and lead team meetings and training sessions to foster a positive work environment, encourage team collaboration, and share updates on company policies and customer service best practices. Assist the Program Office and team as required. Works with the most senior members of the client organization to ensure that overall program and project direction, strategy and expectations are met Possesses an understanding of CIO mission and the impact of managerial practices Perform data collection and interview senior staff Facilitate discussions and analysis to inform the decision process Offers expertise in the form of knowledge, specialty skills, experience, or creativity Provides guidance on almost every aspect of CIO’s strategic objectives and goals as they relate to the CIO mission Have a firm understanding of IC and DOD Risk Management Frameworks, continuous monitoring, risk scoring, and risk management experience Act as a high-level designer, defining the framework of core design features and functions of the program objective to be implemented. SME in one or more of the following specialties: cloud and systems architectures, security architecture, cloud applications and storage, high performance computing, and software development. Qualifications: TS/SCI with CI Poly (or ability to pass a polygraph) Experience: Minimum 10 years of experience conducting analysis relevant to the specific LCAT, with a portion of the related experience within the last 2 years Education: Master’s degree Demonstrates ability to define problems, supervise studies and lead surveys to collect and analyze data to provide advice and recommend solutions. Demonstrates leadership and expertise in identifying, planning, developing, and executing techniques aligned with labor category mission. Demonstrates extensive ability to provide strategic advice, technical guidance and expertise to organizational senior leadership and policymakers. DoD and IC experience desired. Strong listening, interpersonal, written, and oral communication skills. Ability to effectively prioritize and execute tasks while under pressure. Strong customer service skills. Excellent creative problem-solving skills. Salary Range: $135k - $155k #J-18808-Ljbffr RPMGlobal