Senior Customer Advocate
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Job Description
CBP Customer Advocate ensuring customer needs are addressed through coordination with stakeholders and internal teams at AMERICAN SYSTEMS. Building relationships and improving customer experience across federal law enforcement organizations.
Responsibilities:
- Serve as a primary point of contact for DHS stakeholders and advocate for customer needs across internal teams.
- Build trusted relationships with DHS, and related mission partners.
- Identify customer priorities, operational gaps, and service improvement opportunities.
- Coordinate with leadership, operations, and support teams to deliver responsive solutions.
- Support customer engagement activities across the broader Federal Law Enforcement community through briefings, status updates, and issue resolution.
- Gather customer feedback and translate it into actionable recommendations.
- Help align services and solutions with CBP operational and mission requirements.
- Track risks, issues, and follow-up actions to improve customer satisfaction and mission effectiveness.
- Coordinate overall DHS/CBP activities to support growth opportunities and engage in activities to help AMERICAN SYSTEMS expand their support to all Federal Law Enforcement organizations.
Requirements:
- Bachelor’s degree or equivalent relevant experience
- 15+ years of experience in customer advocacy, stakeholder engagement, account management, program support, or related federal-facing roles
- Experience supporting CBP, DHS, or federal law enforcement organizations preferred
- Strong written and verbal communication skills
- Demonstrated ability to build partnerships and work across complex organizations
- Experience advising senior leaders and coordinating across multiple stakeholders
- Strong problem-solving, planning, and organizational skills
Benefits:
- healthcare benefits
- paid leave
- retirement plans
- insurance programs
- education and training assistance
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