Customer Advocate

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

• 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.