Company Description BryceTech is a trusted leader in complex technology domains, delivering data-driven solutions in aerospace, biosecurity, and defense. We specialize in systems engineering, advanced analytics, R&D programs, and strategic advisory support. Our clients – including NASA, DoW, HHS, DHS, and other civil and national security agencies – rely on us to drive mission success and accelerate innovation. BryceTech has been recognized in the Washington Technology Fast 50 ranking of top high-growth small businesses for five consecutive years and received a GovCon Contractor of the Year Award in 2025, underscoring our strong growth, competitive positioning, and excellence in federal contracting. With a proven track record of winning sought-after contracts, scaling high-performance teams, and executing on critical government missions, BryceTech presents a compelling opportunity for strategic partnerships in the GovCon space.
Job Description
BryceTech is seeking Program Support Specialists to provide a range of to respond to customer inquiries, coordinate issue resolution, communicate clearly with diverse stakeholders, and maintain a high level of customer satisfaction for the Naval Surface Warfare Center, Port Hueneme Division (NSWC PHD).
Responsibilities
- Serve as the primary liaison between the program office, government stakeholders, customers, end users, and supporting organizations.
- Develop and maintain strong customer relationships through responsive communication, proactive engagement, and consistent follow-through.
- Respond to customer inquiries regarding program activities, products, services, schedules, processes, requirements, and deliverables.
- Provide accurate, timely, and professional information to customers through email, telephone, meetings, briefings, and other communication channels.
- Assess customer needs and coordinate with program, technical, logistics, contracting, and operational teams to develop appropriate responses and solutions.
- Track, manage, and resolve customer issues, concerns, requests, and service-related problems through completion.
- Maintain customer inquiry, issue, request, and resolution logs to support accountability and trend analysis.
- Escalate complex, sensitive, or unresolved issues to the appropriate program manager or functional lead.
- Monitor response times, resolution status, service commitments, and customer satisfaction indicators.
- Provide customers with regular updates regarding open requests, program milestones, schedule changes, product availability, and planned activities.
- Coordinate customer meetings, demonstrations, briefings, training sessions, product reviews, and program engagements.
- Prepare agendas, presentations, status reports, meeting minutes, action-item trackers, and follow-up communications.
- Gather and document customer feedback, operational needs, product concerns, and recommendations for program improvement.
- Analyze customer feedback and recurring issues to identify trends, risks, process gaps, and opportunities to improve products and services.
- Support the development and maintenance of customer-facing materials, including user guides, fact sheets, frequently asked questions, newsletters, procedures, and program updates.
- Assist customers with product or service access, delivery schedules, usage questions, technical support coordination, and other program-related needs.
- Coordinate with internal teams to ensure customer requirements are understood, documented, prioritized, and addressed.
- Support requirements clarification and traceability by documenting customer needs, requested capabilities, acceptance criteria, and operational priorities.
- Assist with the planning and execution of customer surveys, interviews, working groups, focus groups, and feedback sessions.
- Maintain accurate customer contact information, stakeholder lists, communication records, and engagement histories.
- Support program outreach activities, customer onboarding, user training, product demonstrations, and transition activities.
- Coordinate the distribution of program communications, deliverables, notifications, reports, and other customer information.
- Monitor program schedules and deliverables to identify potential customer impacts and communicate them in a timely manner.
- Prepare concise analyses and recommendations to support decisions related to customer needs, service delivery, issue resolution, and program performance.
- Support the development of customer service metrics, performance dashboards, and recurring reports for program leadership.
- Ensure customer communications and support activities are consistent with program policies, procedures, contractual requirements, and applicable government regulations.
- Protect sensitive, proprietary, controlled, and personally identifiable information in accordance with organizational requirements.
- Maintain organized records of customer interactions, decisions, commitments, issues, and resolutions.
- Collaborate with government personnel, contractors, technical teams, operational users, and external stakeholders to promote effective program execution.
- Identify and recommend process improvements that enhance responsiveness, communication, service quality, and customer satisfaction.
- Represent the program office professionally and foster a customer-focused culture across program support activities.
Qualifications
Required Qualifications
- Bachelor's degree in business administration, economics, public policy or a related field
- 0–5 years of relevant experience providing program coordination, customer support, stakeholder engagement, help-desk support, technical support, account management, or a related service-oriented function.
- Demonstrated ability to respond to customer inquiries, coordinate issue resolution, communicate clearly with diverse stakeholders, and maintain a high level of customer satisfaction.
- Strong analytical, organizational, problem-solving, and written communication skills
- Proficiency with Microsoft Excel and other Microsoft Office applications
- Ability to obtain and maintain an Active Secret security clearance, if required for the position
Additional Information BryceTech offers a full range of benefits, including competitive salary, a comprehensive health plan including dental and vision coverage, company-paid life & disability insurance policies, 401(k) plan with company match, and an educational reimbursement program. All your information will be kept confidential according to EEO guidelines.
