Customer Advocate

CACI; Reston (VA); On-site; USD 121,000 - 266,000; Full time

Job summary

CACI is seeking a Customer Advocate in Reston, VA to lead a complex CX program on the GMOS contract for the Department of State. You will guide a high-performing team, drive survey programs, and track NPS and related metrics.

Active Secret clearance is required. Expect collaboration across global stakeholders with up to 10% travel, and responsibilities spanning service delivery, IT operations, and continuous improvement initiatives.

Qualifications

• BA/BS degree required with extensive relevant experience in CX, service delivery, or program management.
• Active Secret clearance required.
• Experience leading CX or advocacy programs within large-scale enterprise environments.

Responsibilities

• Provides technical/management leadership for performance management and customer experience program across global enterprise
• Establishes customer experience program strategy including transactional surveys, relationship surveys, NPS metrics, and improvement action plans
• Directs survey result analysis identifying trends, pain points, and improvement opportunities across 40,000+ users
• Establishes survey instrument development standards ensuring quantitative and qualitative feedback collection
• Establishes Stakeholder Management Plan strategy describing stakeholder identification, engagement, and coordination across program life cycle
• Directs stakeholder feedback collection and incorporation mechanisms improving program management and service delivery
• Establishes escalation paths and decision authorities for resolving stakeholder issues, conflicting priorities, and disputes
• Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing

Skills

CX leadership

Stakeholder engagement

ITSM knowledge

Education

BA/BS degree

Job description

Job Title: Customer AdvocateJob Category: Project and Program ManagementTime Type: Full timeMinimum Clearance Required to Start: SecretEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *

The Opportunity

CACI is seeking a Customer Advocate for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.

Responsibilities

• Provides technical/management leadership for performance management and customer experience program across global enterprise


• Establishes customer experience program strategy including transactional surveys, relationship surveys, NPS metrics, and improvement action plans


• Directs survey result analysis identifying trends, pain points, and improvement opportunities across 40,000+ users


• Establishes survey instrument development standards ensuring quantitative and qualitative feedback collection


• Establishes Stakeholder Management Plan strategy describing stakeholder identification, engagement, and coordination across program life cycle


• Directs stakeholder feedback collection and incorporation mechanisms improving program management and service delivery


• Establishes escalation paths and decision authorities for resolving stakeholder issues, conflicting priorities, and disputes


• Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing

Qualifications

Required

• BA/BS degree and 13+ years of relevant professional experience supporting customer experience, stakeholder engagement, service delivery, IT operations, program management, or related disciplines; additional relevant experience may be considered in lieu of degree requirements.


• Active Secret clearance.


• Demonstrated experience leading customer experience (CX), customer advocacy, stakeholder engagement, or service delivery programs within large-scale, complex enterprise environments.


• Experience developing and executing enterprise customer experience strategies, including transactional and relationship surveys, Voice of the Customer (VoC) programs, customer satisfaction metrics, Net Promoter Score (NPS), trend analysis, and corrective/improvement action plans.


• Demonstrated experience translating customer and stakeholder feedback into measurable service improvements, operational priorities, and executive-level recommendations.


• Experience developing and managing performance metrics, KPIs, SLAs, customer satisfaction measures, dashboards, and reporting frameworks used to assess service quality and customer experience.


• Demonstrated ability to analyze quantitative and qualitative customer data to identify trends, systemic issues, service gaps, root causes, and opportunities for continuous improvement.


• Extensive experience developing and executing Stakeholder Management Plans, including stakeholder identification, segmentation, communications, engagement strategies, feedback mechanisms, escalation paths, and governance processes.


• Demonstrated experience engaging and advising senior executives, Government customers, technical leadership, program management, service owners, and geographically dispersed stakeholder communities.


• Strong understanding of IT Service Management (ITSM) principles, processes, and service delivery models, including Incident, Problem, Change, Request, Knowledge, and Continual Improvement practices.

Desired

• Prior experience supporting federal agencies, especially the Department of State

What You Can Expect

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is:

$120,800 - $265,800

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.