Customer Advocate with Security Clearance

Axiologic Solutions LLC; Washington (District of Columbia); On-site; USD 135,000 - 155,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

Paid time off

Holiday pay

401(k) with company match

Tuition assistance

Professional development opportunities

Fitness and wellness support

Electronic stipend

Job summary

Axiologic Solutions LLC is seeking an experienced senior leader to oversee the Program Office, ensuring end-to-end customer advocacy and efficient business processes in a DoD/IC context. You will guide service value delivery, model customer experiences, and drive process improvements.

The role requires a TS/SCI with CI Poly, a Master's degree, and 10+ years in relevant analysis, with a focus on strategic advisory, leadership, and customer service excellence within the federal landscape.

Qualifications

• Masters degree required.
• Minimum 10 years of analysis experience related to LCAT with recent work in last 2 years.
• Strong understanding of CIO mission and strategic objectives.
• Experience with DoD and IC risk management frameworks and continuous monitoring.

Responsibilities

• Provide oversight and governance to Program Office activities.
• Lead customer service operations and resolve inquiries and issues.
• Guide external customers through processes to capture requirements and transition to IT services.
• Coordinate services across multiple DoD and IC agencies.
• Develop and implement customer service policies and procedures.

Skills

Leadership

Communication

Strategic advisory

Customer service

Risk management

Policy guidance

Executive collaboration

Problem solving

Data collection

Education

Master's degree

Tools

DoD RMF

Cloud architectures

Security architecture

CI Poly requirements

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

Qualifications

• 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.


• 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 The salary range is provided in good faith and is based on several job-related factors, including, but not limited to, the role and associated responsibilities, Federal Government contract labor category requirements, contract wage determinations when applicable, clearance requirements, work location, relevant experience, education, certifications, specialized skills, internal equity, and approved funding.

For proposal-contingent positions, the listed range is an anticipated good faith range based on current proposal assumptions. Final compensation may vary based on contract award, finalized customer requirements, approved funding, labor category alignment, and candidate qualifications.

Axiologic Solutions invests in its employees beyond compensation. Depending on position and eligibility, benefits may include medical, dental, and vision insurance, life insurance, short-term and long-term disability, paid time off, holiday pay, 401(k) with company match, tuition assistance for courses and certifications, professional development opportunities, fitness and wellness support, electronic stipend, and other optional benefit elections.

Applicants with a physical or mental disability who require a reasonable accommodation for any part of the application or hiring process may email their request to or call 571-295-4990. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Axiologic Solutions and its subsidiaries are an Equal Opportunity Employer and federal government contractor. We do not discriminate against any employee or applicant for employment as protected by applicable federal, state, or local laws.