Customer Advocacy Lead

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.