Job Description

Overview

The CBP Customer Advocate serves as a trusted liaison between Customs and Border Protection stakeholders and internal teams ensuring customer needs are understood prioritized and addressed. This role supports mission success by building strong relationships identifying operational needs coordinating solutions and improving the overall customer experience across CBP organizations. The ideal candidate brings experience in federal law enforcement environments stakeholder engagement strategic planning and cross-functional collaboration.

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.

Qualifications

• Bachelors 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
• 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

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $191500.00/Yr. - USD $319700.00/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits paid leave retirement plans insurance programs and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status

Required Experience:

Senior IC

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