Program and Customer Support Analyst

The Program and Customer Support Specialist provides cross-functional support to essential programs and customer-facing operations at NSWC PHD. This role plays a key part in planning, directing, and driving the success of long-term, multi-faceted technology initiatives-often organized into sub-programs and tasks that deliver innovative solutions leveraging emerging concepts and rapidly advancing technologies.

The position encompasses a wide range of program and customer support activities aimed at achieving strategic objectives. Responsibilities include ensuring program alignment with organizational goals, developing plans and milestones, identifying risks, monitoring progress, and reporting on performance. The specialist will assist and guide both internal and external stakeholders, address inquiries, and resolve issues promptly to prevent disruptions. Additionally, this role facilitates communication and coordination across departments and teams to promote efficiency, goal alignment, and the delivery of high-quality service.

Tasks and Responsibilities:

Program Coordination & Execution-

• Support planning, scheduling, and tracking of program deliverables and milestones across sub-tasks and technical domains
• Coordinate meetings, briefings, and program-related events; prepare agendas and capture minutes
• Monitor program metrics and compile data for performance reports and strategic reviews

Customer Engagement & Stakeholder Support

• Respond to inquiries and support issue resolution with professionalism and discretion
• Assist internal and external stakeholders to ensure alignment with program goals and technical objectives
• Facilitate cross-departmental communication and task coordination to support program success

Documentation & Reporting-

• Maintain organized records, logs, and documentation in accordance with DON standards
• Prepare meeting materials, program communications, and executive-level reports
• Contribute to documentation standardization and process improvement initiatives

Compliance & Operational Support-

• Ensure all support activities adhere to DON policies, internal procedures, and government regulations
• Support onboarding and personnel coordination for program staff
• Collaborate with technical, financial, and administrative teams to support integrated program goals
• Perform other job-related duties as assigned by Manager.

Required Skills

• Excellent customer service and communication skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong attention to detail and excellent organizational skills.
• Exceptional written and verbal communication skills.
• Ability to work effectively under pressure.
• Ability to maintain professional working relationships and demeanor.
• Dependable, with strong time management skills.
• Associates Degree in Business, Communications or Technical field; 6 years of relevant work experience can be substituted for degree

Desired Skills

• Experience supporting government contracting or Navy technical programs
• Familiarity with program management tools and performance tracking systems
• Knowledge of Navy policies, acquisition processes, or contract support
• Experience coordinating across departments and managing customer relationships