Strategic Customer Service Governance Analyst (TS/SCI)

Navitas Business Consulting, Inc.; Herndon (VA); On-site; USD 120,000 - 155,000; Full time

Job summary

Navitas is seeking a Customer Service Governance Analyst to establish and maintain governance frameworks, lifecycle management processes, and service delivery standards across federal mission and business functions. This role will support intake, onboarding, CRM, and Service Desk governance processes while ensuring consistent customer experience, operational accountability, and performance measurement.

The analyst will help define governance standards for AI-enabled customer service

Qualifications

• Active Top Secret (TS) security clearance with SCI eligibility is required.
• 7+ years of experience in customer service operations, service management, CRM administration, or related disciplines.
• Experience developing service delivery processes, SLA frameworks, and governance models.

Responsibilities

• Develop and maintain governance, intake, onboarding, CRM, and Service Desk lifecycle processes and standards.
• Establish service delivery frameworks, performance metrics, and SLA governance.
• Document and standardize customer-facing processes to improve service quality.
• Define governance policies for AI-powered customer service capabilities, including chatbots.

Skills

Customer service operations

CRM administration

Service governance

Education

Bachelor's degree in Business Administration, Information Systems, Communications, Management

Tools

CRM software

AI-enabled service tech

Job description

Navitas is seeking a Customer Service Governance Analyst to establish and maintain governance frameworks, lifecycle management processes, and service delivery standards across federal mission and business functions. This role will support intake, onboarding, CRM, and Service Desk governance processes while ensuring consistent customer experience, operational accountability, and performance measurement.

The analyst will help define governance standards for AI-enabled customer service