Yesterday
Top Secret/SCI
Senior Level Career (10+ yrs experience)
Intelligence
Washington Dc Brm, DC (On/Off-Site)
Company Description
The Red Gate Group, founded in 2006, is a Service-Disabled Veteran-Owned Company based in Chantilly, VA. As an SDVOSB, the Red Gate Group has established a reputation for delivering quality multi-tiered services in intelligence analysis, strategic planning, program management, policy development, operational design, and technology integration. RGG delivers high-quality, customer-centric solutions around the world—from the foxhole to the highest levels of Government. Our motto, "Making a Difference for Country and Client," reflects our deep commitment to national security and service excellence. As an employer of choice, we offer comprehensive benefits including flexible time off, 11 paid holidays, immediate 401(k) eligibility with a generous match, and full medical, dental, and vision coverage through Anthem. Our employees enjoy 100% company-paid life insurance and disability benefits, along with professional development assistance for degrees and certifications. We foster a culture of growth and work-life balance, backed by our commitment to supporting both our clients' missions and our employees' success. Join our team and be part of an organization that values both service excellence and employee wellbeing.
Job Description
The Red Gate Group is seeking a Customer Advocacy Lead to support the Defense Intelligence Agency (DIA). In this leadership role, you will drive high-impact customer engagement strategies to ensure that requirements for IT services are met with precision, transparency, and excellence. The ideal candidate brings a strong track record of leading customer-facing teams, a deep understanding of DoD or IC environments, and a passion for optimizing the customer experience.
As the voice of the customer within the Program Office, you will lead efforts to translate complex customer needs into actionable service agreements while championing initiatives that improve service delivery. This is a high-visibility role that requires critical thinking, diplomacy, and a commitment to delivering results in a fast-paced, mission-driven environment.
Key Responsibilities:
Provide planning, oversight, and execution support to optimize the Program Office’s customer advocacy and engagement processes.
Lead the customer service team and manage day-to-day operations to ensure timely and effective resolution of customer inquiries.
Act as a customer advocate, guiding external stakeholders through service acquisition, requirement definition, and transition to IT services.
Organize and lead forums, engagements, and working groups that enhance communication and program alignment.
Coordinate with multiple DoD and IC customer organizations to ensure service delivery meets expectations.
Maintain and update service delivery tools such as service catalogs, cost models, and agreements.
Track performance metrics and customer satisfaction, and implement improvements based on insights and data.
Address escalated customer concerns and work toward resolutions that meet both customer and program needs.
Develop and enforce customer service policies that standardize and elevate the support experience.
Analyze customer feedback and identify trends to inform continuous improvement efforts.
Support requirements management and process improvement initiatives aimed at enhancing customer satisfaction.
Facilitate training sessions and team meetings to promote collaboration and reinforce service excellence.
Provide additional program support as needed.
Qualifications
Active/current TS/SCI clearance with the ability to pass a CI polygraph.
Minimum of 12 years of relevant professional experience, ideally in a DoD or Intelligence Community setting.
Bachelor’s degree or equivalent combination of education and experience.
Demonstrated ability to lead teams and manage complex customer engagement efforts.
Strong written and verbal communication skills for engaging with leadership and external stakeholders.
Excellent problem-solving, organizational, and multitasking abilities.
High attention to detail and a commitment to excellence under pressure.
Desired Qualifications:
Familiarity with IT service management tools, service catalog development, or customer satisfaction metrics.
Proficiency in Microsoft Office and the ability to quickly learn new technologies and platforms.
Additional Information
The Red Gate Group, Ltd. is an Equal Opportunity/Affirmative Action Employer. The Red Gate Group, Ltd. considers applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. Know Your Rights
The Red Gate Group, founded in 2006, is a Service-Disabled Veteran-Owned Company based in Chantilly, VA. As an SDVOSB, the Red Gate Group has established a reputation for delivering quality multi-tiered services in intelligence analysis, strategic planning, program management, policy development, operational design, and technology integration. RGG delivers high-quality, customer-centric solutions around the world—from the foxhole to the highest levels of Government. Our motto, "Making a Difference for Country and Client," reflects our deep commitment to national security and service excellence. As an employer of choice, we offer comprehensive benefits including flexible time off, 11 paid holidays, immediate 401(k) eligibility with a generous match, and full medical, dental, and vision coverage through Anthem. Our employees enjoy 100% company-paid life insurance and disability benefits, along with professional development assistance for degrees and certifications. We foster a culture of growth and work-life balance, backed by our commitment to supporting both our clients' missions and our employees' success. Join our team and be part of an organization that values both service excellence and employee wellbeing.
Job Description
The Red Gate Group is seeking a Customer Advocacy Lead to support the Defense Intelligence Agency (DIA). In this leadership role, you will drive high-impact customer engagement strategies to ensure that requirements for IT services are met with precision, transparency, and excellence. The ideal candidate brings a strong track record of leading customer-facing teams, a deep understanding of DoD or IC environments, and a passion for optimizing the customer experience.
As the voice of the customer within the Program Office, you will lead efforts to translate complex customer needs into actionable service agreements while championing initiatives that improve service delivery. This is a high-visibility role that requires critical thinking, diplomacy, and a commitment to delivering results in a fast-paced, mission-driven environment.
Key Responsibilities:
Provide planning, oversight, and execution support to optimize the Program Office’s customer advocacy and engagement processes.
Lead the customer service team and manage day-to-day operations to ensure timely and effective resolution of customer inquiries.
Act as a customer advocate, guiding external stakeholders through service acquisition, requirement definition, and transition to IT services.
Organize and lead forums, engagements, and working groups that enhance communication and program alignment.
Coordinate with multiple DoD and IC customer organizations to ensure service delivery meets expectations.
Maintain and update service delivery tools such as service catalogs, cost models, and agreements.
Track performance metrics and customer satisfaction, and implement improvements based on insights and data.
Address escalated customer concerns and work toward resolutions that meet both customer and program needs.
Develop and enforce customer service policies that standardize and elevate the support experience.
Analyze customer feedback and identify trends to inform continuous improvement efforts.
Support requirements management and process improvement initiatives aimed at enhancing customer satisfaction.
Facilitate training sessions and team meetings to promote collaboration and reinforce service excellence.
Provide additional program support as needed.
Qualifications
Active/current TS/SCI clearance with the ability to pass a CI polygraph.
Minimum of 12 years of relevant professional experience, ideally in a DoD or Intelligence Community setting.
Bachelor’s degree or equivalent combination of education and experience.
Demonstrated ability to lead teams and manage complex customer engagement efforts.
Strong written and verbal communication skills for engaging with leadership and external stakeholders.
Excellent problem-solving, organizational, and multitasking abilities.
High attention to detail and a commitment to excellence under pressure.
Desired Qualifications:
Familiarity with IT service management tools, service catalog development, or customer satisfaction metrics.
Proficiency in Microsoft Office and the ability to quickly learn new technologies and platforms.
Additional Information
The Red Gate Group, Ltd. is an Equal Opportunity/Affirmative Action Employer. The Red Gate Group, Ltd. considers applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. Know Your Rights
group id: 10349707
