Customer Advocate

RPMGlobal; Reston (VA); On-site; USD 135,000 - 155,000; Full time

Job summary

RPMGlobal in Reston, VA seeks an experienced program management professional to oversee end-to-end customer advocacy, and to lead a customer service team in supporting DoD and IC agencies. You will guide requirements, coordinate service delivery, and partner with multiple departments to ensure a cohesive customer experience.

You will analyze feedback, manage service catalogs and SLAs, and provide strategic guidance to senior leadership on program objectives and risk management frameworks.

Responsibilities

• Provide oversight, planning, execution, and management support to the Program Office.
• Lead operations of the customer service team to resolve inquiries and issues.
• Guide customers through processes to capture requirements and transition to IT services.
• Monitor service performance metrics and drive improvements.
• Coordinate services with multiple DoD and IC agencies.

Skills

Leadership

Communication

Customer service

Problem solving

Program management

Education

Master’s degree

Job description

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