Program and Customer Support Analyst

About the role

At Significance, our success is built on investing in exceptional people. As a woman-owned consulting firm, we serve federal civilian and Department of Defense clients by uniting skilled professionals dedicated to solving complex challenges and delivering meaningful impact. We have cultivated a culture grounded in trust, collaboration, respect, and authentic relationships. Our team members are empowered to contribute ideas, advance their careers, and achieve outstanding results while supporting critical missions. This environment has earned us recognition as a Washington Business Journal Best Place to Work for seven consecutive years. The Program and Customer Support Analyst owns the execution of cross-functional support that ensures program success and customer satisfaction at NSWC PHD. This role requires owning the planning, directing, and oversight of long-term, multifaceted technology initiatives that frequently involve emerging concepts and rapidly advancing technologies. The Analyst serves as a linchpin for key duties including ensuring programs align with organizational goals, developing detailed plans and milestones, identifying risks, monitoring progress, and reporting on performance metrics. This position grants the authority to guide and assist both internal and external stakeholders, responding to inquiries and resolving issues promptly to prevent any disruption to operational flow. The role further facilitates communication and coordination across departments and teams to enhance efficiency, goal alignment, and the delivery of a high-quality service that meets strict government standards.

Key facts

What you'll do

• Execute program coordination by supporting the planning, scheduling, and tracking of program deliverables and milestones across various sub-tasks and technical domains while ensuring adherence to Department of Navy standards.
• Coordinate meetings, briefings, and program-related events; prepare detailed agendas and capture comprehensive minutes to maintain an accurate record of decisions and action items.
• Monitor program metrics and compile critical data to support performance reports and strategic reviews that inform leadership decision-making.
• Respond to inquiries and support issue resolution with the highest level of professionalism and discretion, maintaining the confidentiality and integrity of sensitive information.
• Assist internal and external stakeholders to maintain strict alignment with program goals and technical objectives, ensuring all activities contribute to the intended outcomes.
• Facilitate cross-departmental communication and task coordination to remove barriers and ensure seamless program success across distributed teams.
• Maintain organized records, logs, and documentation in accordance with Department of Navy standards, ensuring all files are accurate, current, and easily retrievable.
• Prepare meeting materials, program communications, and executive-level reports that clearly articulate status, risks, and achievements to senior leadership.
• Contribute to documentation standardization and process improvement initiatives that enhance efficiency, reduce redundancy, and promote best practices.
• Ensure all support activities adhere strictly to Department of Navy policies, internal procedures, and government regulations, mitigating compliance risks proactively.
• Support onboarding and personnel coordination for program staff to ensure a smooth integration process and continuity of operations.
• Collaborate with technical, financial, and administrative teams to support integrated program goals and ensure all financial and administrative elements are synchronized.
• Perform other job-related duties as assigned by the Manager, demonstrating flexibility and a commitment to the overall success of the program.
• Manage multiple priorities effectively under tight timelines, employing strong organizational skills to meet deadlines without compromising quality.
• Interpret complex instructions and translate them into actionable tasks, ensuring that requirements are understood and implemented correctly.

Requirements

Candidates must hold eligibility for a Secret security clearance and be able to obtain and maintain it without delay. Demonstrate three years of relevant experience in similar roles that involve program support and customer interaction. Possess the ability to manage multiple priorities effectively under tight timelines while maintaining attention to detail. Communicate effectively with diverse audiences, adapting style and tone to suit various stakeholders and situations. Interpret complex instructions and translate them into actionable tasks with a high degree of accuracy and minimal supervision. Maintain meticulous records and adhere strictly to procedures, ensuring compliance and audit readiness at all times. Coordinate schedules across distributed teams, recognizing time zone differences and logistical constraints. Adapt to shifting priorities and evolving program needs, showing resilience and agility in a dynamic government environment.

Nice to have

Experience working within a defense or government environment is valued, as it provides context for the unique constraints and requirements of these settings.

Practical notes

Please What you'll do