Senior Customer Advocate - CBP

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.

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.

• 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