Customer Advocate

## Customer Advocate Reston, VA, USApply Now Find out how well you match with this jobJob :
331408

Job Title:

Customer Advocate Job Category:
Project and Program Management Time Type:
Full time Minimum Clearance Required to Start:
Secret Employee Type:
Regular Percentage 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 Top 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,…