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.
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.
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
At RED GATE we do everything we can to serve our clients: Using the right technical skills, unique methodologies, best practices, and integrated technology, we help clients implement bold solutions. New approaches to emerging and evolving threats. Non-traditional ways to overcome entrenched obstacles. Advantage through opportunity. If you have a serious challenge or problem, we can help you solve it. The below job description provides details on how this role will help to serve our clients.
